Customer Success Manager – 14 month contract

This is a fully remote position, open to applicants in Canada.

📋 Description

• Serve as the main point of contact for customers within your assigned Book-of-Business, nurturing strong relationships and maintaining regular communication.

• Work collaboratively with Sales, Support, Onboarding, and Product teams to guarantee a seamless customer experience and promptly address any issues.

• Actively engage customers by providing insights and strategic recommendations to enhance their use of the Bucketlist platform.

• Monitor customer health and engagement metrics, pinpoint upsell opportunities, and schedule regular check-ins and performance assessments.

• Conduct Quarterly Business Reviews (QBRs) to demonstrate delivered value and highlight areas for improvement, aiming for a world-class Net Promoter Score (NPS) and significant account growth.

• Manage escalations and challenging conversations professionally with a solutions-oriented approach, ensuring quick resolutions and positive results.

• Represent the Voice of the Customer by collecting and communicating customer feedback to shape product development and enhancements.

• Promote customer advocacy, referrals, and case studies, focusing on boosting customer loyalty and retention.

• Stay informed on industry trends and best practices in HR, Rewards & Recognition, and employee engagement to offer valuable insights to clients.

• Collaborate with the Finance team to assess renewal figures, document upsell prospects, and set clear client retention objectives and strategies.

• Proactively explore innovative methods to grow and expand the book of business.

⛳️ Requirements

• Bachelor's degree in Business Administration or a related field is preferred.

• Minimum of 3 years of experience as a Customer Success Manager in a SaaS environment.

• Excellent communication skills, both written and verbal.

• Tech-savvy with proficiency in CRM software and customer success tools.

• Highly organized, capable of managing multiple priorities and workflows in a fast-paced environment, with great attention to detail and the ability to meet deadlines.

• Creative problem-solver with a growth mindset and a clear vision for expanding their book of business.

• Comfortable handling challenging customer discussions with professionalism and empathy.

• Bilingual in either French or Spanish as a second language is an asset for this position.

🏝️ Benefits

• Growth Opportunities: Become part of a growing company where you will be part of a high-performing team with significant potential.

• Remote Work: We operate as a distributed workplace (100% remote). This role is available to anyone living and able to work remotely in Canada.

• Wellness Days: In addition to paid vacation days, we provide flexible paid time off to accommodate individual needs.

• Comprehensive benefits package: Includes health, dental, vision care, EFAP, and more.

• Annual Bucketlist Benefit: Enjoy an additional paid day off and funds to help fulfill items on your own bucket list!

• Home Office and Learning & Development Benefits: Support for your home workspace and funding to enhance your skills.

• Rewards and Recognition: We practice what we preach! We will assist you in achieving not just your professional goals, but your personal aspirations as well!