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Senior Customer Success Manager

2 hours ago

Toronto, Ontario, Canada RouteThis Full time

RouteThis is a Waterloo-based B2B software company whose time has come to level up We're on a mission to intelligently automate customer support experiences with a market-leading platform that keeps WiFi connected homes future optimized. RouteThis solutions are changing the world of WiFi installation and support and we are looking for amazing talent to join our team and help us revolutionize this $15 billion dollar industry.

As the Senior Customer Success Manager - Enterprise, your role is to drive the strategy, execution and success of RouteThis' Enterprise tier accounts post sale and adoption. Your goal will be to understand executive priorities and drive a cross functional group to deliver solutions that ensure high Customer Health and renewal rates.

We care deeply about our customer's success, innovation, working together, and moving fast and are looking for people who share these values and are ready to execute against them every day.

The expected total compensation for this role is $125,000 - $154,000 CAD. This is inclusive of base salary, variable pay, and the insurance benefits available for this role.

In this role you will:

  • Drive overall ownership of a portfolio of Enterprise accounts ($250k-$1.5 mil ARR each), including all aspects of risk identification/management, program definition/execution, customer health and retention/renewal
  • Build deep, diversified relationships at all levels for owned accounts. Communicate effectively with different audiences within customer accounts and RouteThis
  • Manage changes in executive leadership at customer accounts, when needed, reselling the value that RouteThis brings
  • Connect customer initiatives and problems into expansion and renewal success
  • Deeply understand customer business, including their strategic goals and how those translate into departmental projects
  • Solution within those strategic priorities to grow the value each customers gains from RouteThis every year
  • Design and execute compelling business reviews for executives, including driving regular ROI studies leveraging customer owned data and review of customer configuration health
  • Ensure high health scores via ROI understanding, building multi-threaded relationships at the executive level, and providing opportunities for continuous growth towards strategic priorities in your book of business

What you bring to the table:

  • 5+ years of deep experience successfully managing large enterprise accounts/renewals, in a senior role reflecting your strong foundation in account management, customer relationship management, and customer success strategies
  • A technical background, previous experience as a Technical Account Manager, Sales Engineer, or a technical degree/experience is needed for this role
  • Capable of building relationship maps and managing high and wide in customer organizations
  • Proven experience building customer relationships across various audiences including executive relationships
  • Communicate at an audience level and support operations teams in communicating RouteThis' value within the customer organization
  • Ability to effectively forge new customer relationships both at executive and influencer levels using a variety of techniques including cold outreach
  • Ability to understand and analyze data, use this information to tell stories with data and help customer leverage full value from RouteThis
  • You have managed high growth and enterprise accounts leveraging your personal abilities to grow and retain customers
  • Ability to deeply understand enterprise strategic goals across a wide range of personas
  • Exceptional listening skills and master storyteller, able to see the narrative for how your products and solutions"fit in"
  • Ability to map and navigate large/complex customer organizations, achieving buy-in to your programs/plans and influencing change
  • Solid experience managing the renewal process, inclusive of navigating enterprise procurement procedures, speaking to the heart of customer success management

Do you feel like you're able to tackle this role? Show us what you got We absolutely don't expect applicants to check off every box for any of our positions, and welcome you to apply if you feel like you are an excellent fit.

Who we are: RouteThis is a SaaS technology company that is changing the way ISPs and Smart Home companies handle technical support around the world. Instead of dealing with frustrating, long support calls where agents are unable to accurately identify issues, the RouteThis platform gives technical support teams the answers they need to immediately identify and resolve connectivity issues -- or help customers to solve them themselves before even needing to call.

We are headquartered in the Waterloo Region and our customers are all over the globe. If you want to work on the next generation of network diagnostics that provides a disruptive new approach for tech support teams, you should be working at RouteThis

Why RouteThis?

Opportunity: As a rapidly evolving startup, we are constantly facing new challenges and opportunities, while working with us, you can jumpstart and shape your career.

Team: At RouteThis you will be working on a highly-motivated team, each team member has been carefully selected to ensure there is a fit with our values of One Team, Customer First, Innovate and Own It.

Fun: We believe that work should be fun and engaging. We host social events both in person and virtual.

Total Rewards: We offer a total compensation package that includes competitive salaries, stock options, extended long weekends, and a comprehensive benefits package.

Location: Located in the "Silicon Valley of the North" we are proud members of the Waterloo-region in downtown Kitchener. We offer flexible work arrangements.

Please note: We thank all applicants for your interest in RouteThis. Only those applicants selected for an interview will be contacted. Agency calls will not be accepted. RouteThis is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. Please let us know if you require an accommodation due to a disability and we will work with you to address your needs.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.