DescriptionWe're seeking a Customer Success champion to service the North American customers of our highly successful SaaS platform. You'll be joining a supportive, tight-knit, and highly committed team that is passionate about helping customers reach their business goals, and passionate about growing our product.
The success of our company is directly tied to the success of our customers, and our Customer Success team plays an essential role in helping these subscribers thrive. To continue achieving this, we're specifically looking for fast-learning people with high-level communication and relationship-building skills, and excellent problem-solving abilities.
This is an opportunity to join a fast-growing and industry-leading company with an outstanding customer reputation. There is the possibility for long-term growth into more senior positions within the department. Individuals who thrive in this role are those with a mixed skillset, who can contribute ideas and take initiative, to strengthen our Customer Success interventions and our company.
This is not a basic “customer service” position: You'll spend some time working alongside our Customer Service and Customer Success teams to learn our platform, then shift to focus on customer education, onboarding, expansion, retention, and relationship-building. Past experience with Customer Success is required. It is highly preferable that you have background knowledge of SEO and/or digital marketing so you can understand our customers and their goals.
What You'll Do

• You will manage the onboarding and education of new and existing customers
• You are proactive about outreach to low-performing accounts, expansion opportunities, and churn risks
• You run customer meetings (via Zoom) with a focus on ensuring customers are getting maximum value from their subscription
• You'll communicate via email, HubSpot, and Intercom
• You'll uncover new opportunities by focusing on customer needs
• You will handle upgrades, quotes, and related inquiries
• You will engage and collaborate with Sales and Customer Support teams when required
• You will escalate issues/bugs to engineers and collaborate to resolve
• You will use your research skills, internal channels, and teamwork to solve problems
• You will manage customer feedback, insights, and feature requests to contribute to our product's continual development
• Over time, you will contribute to the growth of the Customer Success department

What You'll Bring

• You bring 3+ years of customer-facing experience in a B2B/SaaS environment as a Customer Success Manager or Account Manager working with SMB, Mid-Markets and Enterprise customers (but with a focus on SMB & Mid)
• You've got a customer-centric mindset and an eagerness to help others
• You have strong communication and relationship-building skills, with the ability to effectively navigate opportunities and roadblocks throughout the customer journey
• You are a confident and proactive team player who is self-motivated and able to think creatively when dealing with customers
• You're tech-savvy and with a passion for learning and continuous improvement
• You have the ability to prioritize, multi-task, and perform well in an ever-changing environment
• You bring proactive customer management and sales instincts with a drive to promote revenue growth and retention.
• You've got a growth-oriented mindset, and seek to give and receive feedback

CompensationOur base salary for this role ranges from $58,000 to $87,000 CAD. Compensation is determined by factors such as market salary data within Canada, technical skills, previous work history, and internal pay equity. Many positions also include additional variable compensation, which our Talent Acquisition team will discuss with you during the interview process.