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Senior Customer Success Manager

2 weeks ago

Toronto, Ontario, Canada Guideline Full time

Job Type

Full-time

Description
About Us:
Guideline is driven by a bold mission: to define the future of advertising. Our dedication lies in empowering marketers worldwide by transforming traditional industry processes into cutting-edge tools built on market transparency. Join our team as we guide the top brands, agencies, and media owners in realizing a more intelligent media buying and selling landscape.

About The Role
As a Senior Customer Success Manager at Guideline, you will be at the forefront of ensuring our clients maximize the value of our solutions. You will play a pivotal role in driving customer adoption, engagement, and overall satisfaction throughout their journey with Guideline. Your consultative approach, proactive mindset, and commitment to understanding client needs will be key in fostering strong relationships and driving customer success.

Responsibilities

  • Own the end-to-end customer relationship: Take ownership of the customer lifecycle, focusing on driving adoption and usage, product engagement, best practices and satisfaction of Guideline solutions.
  • Account Management: Build and nurture strong, long-term relationships with customers, ensuring they maximize the value of our solutions.
  • Renewal Management: Own the customer renewal process, proactively managing timelines, and engaging with customers well before renewal dates to ensure seamless contract renewals.
  • Customer Retention: Drive customer satisfaction and retention by regularly engaging with customers to understand their business goals and identifying opportunities for upselling or expanding service offerings.
  • Success Planning: Develop and implement tailored success plans for each customer, aligning solutions with their evolving needs to increase the likelihood of renewal and long-term growth.
  • Data-Driven Engagement: Track customer health metrics and usage patterns, and utilize this data to address risks or challenges that could impact renewal outcomes.
  • Collaboration: Work closely with sales, product, and support teams to address any obstacles to renewal and ensure customers' expectations are met or exceeded.
  • Identify opportunities for product expansion: Proactively identify opportunities for product expansion and growth within client organizations, leveraging a deep understanding of their business needs, working with their Client Partner counterparts who will own the commercial relationship.
  • Provide guidance on product functionality: Offer guidance on product functionality and workflows, based on the specific business needs and goals of each client. At the same time, understanding client needs and objectives and provide guidance on how to leverage guideline solutions (software) to achieve these goals
  • Conduct consultations, demos, trainings and QBRs: Based on client data through Pendo and other reporting options, engage clients in consultations, demos, trainings, and Quarterly Business Reviews (QBRs). Educate users on product features, utilization, and drive value realization.
  • Stay abreast of product and market changes: Stay informed about product and market changes, ensuring clients are equipped to leverage new offerings effectively and stay ahead of industry trends.
  • Act as the primary point of contact: Serve as the primary point of contact for clients, ensuring their needs are understood, addressed, and prioritized effectively. Responsible for ensuring client understanding and utilization of resources available through Guideline, including support, training, newsletter content, etc. Facilitate client empowerment to utilize resources appropriately and effectively; serve as point of escalation for gaps in needs or SLA adherence.
  • Monitor client usage and satisfaction: Continuously monitor client usage and satisfaction by tracking metrics like utilization, engagement, and satisfaction levels. Implement proactive strategies to improve these key performance indicators and enhance the overall client experience. Own the customer relationship: Proactively focusing on driving adoption and usage, product engagement, best practices, and satisfaction of GL solutions.

Compensation & Benefits
We offer competitive compensation based on experience, education, and skill level. Full-time employees also receive:

  • Health, dental, life, and disability insurance
  • RRSP with company match
  • Paid time off and parental leave
  • Teledoc Health services
  • Employee recognition and referral bonuses

Diversity & Inclusion
At Guideline, we believe diverse teams build better products and stronger companies. We're proud to be an equal opportunity employer and encourage applications from people of all backgrounds, experiences, and perspectives.

Requirements

  • Minimum of 5-8 years of experience in a customer-facing role, preferably in B2B SaaS customer success, account management, or consulting.
  • Critical thinking and a solution-oriented mindset. Ability to identify - and act on - opportunities for improvement in process, product usage, customer engagement, cross functional collaboration, and comfort with technical solutions.
  • Strong consultative approach with a focus on understanding client goals and delivering value-driven solutions.
  • Highly organized and responsive to customer needs and internal teams.
  • Curiosity and eagerness to learn, explore, and teach others.
  • Exceptional relationship-building skills with empathy for customer pain points and a dedication to resolving issues effectively.
  • Excellent written and verbal communication skills with a genuine desire to see clients succeed.
  • Emotional Intelligence (EQ) to navigate personal relationships and collaborate effectively.
  • Demonstrated ability to manage competing priorities with a sense of urgency while maintaining professionalism and accuracy.
  • Proficiency in Excel, PowerPoint, Salesforce; experience with Jira, Gong, and Pendo, is a plus
  • Bachelor's degree in communications, advertising, business, information technology, or related field preferred.