Customer Success Manager

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

📋 Description

• Create and implement account strategies to guarantee customer success and uncover growth opportunities.

• Take ownership of customer onboarding, ramp-up, lifecycle achievements, and contract renewals.

• Identify and secure upsell, cross-sell, and expansion opportunities.

• Provide weekly updates on Customer Stories, Opportunities, Onboarding progress, At Risk Accounts, and Churn.

• Act as the primary contact for escalated issues and work collaboratively to address challenges.

• Partner with stakeholders from all departments to resolve complex customer issues.

• Conduct Quarterly Business Reviews while promoting new products and services.

• Hold an average of 5–8 proactive meetings weekly with your book of business.

• Record and monitor customer interactions in HubSpot.

• Drive B2B revenue growth and margin in alignment with quarterly company goals.

• Implement strategies aimed at reducing churn and boosting customer loyalty.

• Analyze potential churn targets and develop mutual success plans.

⛳️ Requirements

• Demonstrated success in customer success, account management, or a related area, with a proven history of effective customer engagement.

• Proficient in strategic account management.

• Strong analytical and problem-solving capabilities.

• Excellent communication and presentation skills.

• Experience in advocating for customers at an executive level within the organization.

• Ability to collaborate efficiently with different departments.

• Proven success in driving customer growth through expansion initiatives.

• Familiarity with SaaS products and the background check industry (preferred).

• Certifications in customer success or customer support (preferred).

• College or university degree or equivalent work experience.

• Must currently reside in and be legally authorized to work in Canada.

• Willingness to travel occasionally for client meetings.

🏝️ Benefits

• 32 days of paid time off annually.

• Company-paid benefits starting from day one.

• Flexible, supportive remote work arrangements.

• Work-from-home allowance.

• Budget for professional development.

• Commission structure.

• 2,000 stock options.

• 20% variable compensation.