Customer Success Manager – Americas

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

📋 Description

• Actively manage and cultivate relationships with a portfolio of clients, ensuring high levels of engagement and satisfaction.

• Responsible for overseeing and addressing health cases assigned to customers.

• Respond to customer inquiries and requests within the Success framework, offering timely and efficient solutions.

• Conduct enablement sessions, product demonstrations, and escalation calls with clients to promote adoption and tackle challenges.

• Handle customer escalations and work collaboratively across teams to resolve issues, ensuring customer satisfaction.

• Leverage data-driven insights to comprehend customer needs and preferences, advocating for their interests within the organization.

• Identify improvement opportunities and scalability within customer success processes, contributing ideas and solutions to enhance customer health.

• Lead and engage in cross-functional projects aimed at enhancing customer engagement and satisfaction.

• Serve as the primary liaison for internal teams, addressing and prioritizing requests from Sales, Support, and other departments.

• Collaborate with the Sales team to ensure customer retention, especially in situations at risk of churn.

• Work with Treasury on the collection of payments from customers who are late in their payments.

• Partner closely with Product, Sales, Support, and Marketing teams to guarantee customers receive thorough support and maximize the value of our platform.

• Stay updated on product developments and industry trends, continuously enhancing your skills and knowledge to better serve our clients.

⛳️ Requirements

• A minimum of 2 years of experience in a Customer Success, Account Management, or quota-carrying role, ideally within a SaaS or technology company.

• Demonstrated success in managing multiple customer relationships and leading customer success initiatives.

• Capable of effectively managing customer expectations and resolving conflicts as they arise.

• Exceptional communication skills, both verbal and written.

• Strong interpersonal skills with the ability to build rapport and trust with clients.

• Analytical mindset with the capacity to utilize data to drive insights and inform decision-making.

• Skills in cross-functional collaboration, with experience working across departments to achieve shared goals.

• Ability to excel in a fast-paced, dynamic environment and adapt to shifting priorities.

• Strong organizational skills and meticulous attention to detail.

• A passion for customer advocacy and a dedication to delivering outstanding service.

• Willingness to continuously learn and develop skills to keep up with product advancements and industry trends.

• Familiarity with Zendesk, Asana, Notion, and Slack is a plus.

🏝️ Benefits

• 40 days off annually (including holidays and vacation), or more if mandated by your country.

• Access to Plumm, our mental well-being service.

• Monthly wellbeing allowance credited to your ThanksBen wallet, which can be spent on a variety of options; check the benefits catalogue for suggestions.

• All new parents qualify for a minimum of three months’ paid leave, with job protection for up to 12 months or as required locally.

• Receive a stipend for your laptop and home office equipment to ensure a quick setup.