Customer Success Manager

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

📋 Description

• Develop and implement account strategies to ensure client satisfaction and identify opportunities for growth.

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

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

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

• Act as the main point of contact for escalated issues and collaborate internally to address challenges.

• Work together with stakeholders across all departments to resolve complex customer issues.

• Conduct Quarterly Business Reviews to proactively tackle challenges and promote new products and services.

• Hold an average of 5–8 proactive meetings weekly with the assigned portfolio of business.

• Document and utilize HubSpot to record customer interactions.

• Aim to increase B2B revenue and margin in alignment with quarterly company goals.

• Implement strategies to minimize churn and boost customer loyalty.

• Analyze and monitor potential churn targets and develop mutual success plans to ensure customer satisfaction.

⛳️ Requirements

• Proven track record in customer success, account management, or a similar field, showcasing successful customer engagement.

• Demonstrated effectiveness in strategic account management.

• Strong analytical and problem-solving capabilities.

• Excellent communication and presentation skills.

• Experience representing customer interests at an executive level within the organization.

• Proven ability to collaborate effectively across departments to achieve overall business success.

• Demonstrated success in driving customer growth through expansion initiatives.

• Experience 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 have legal authorization to work in Canada.

• Willingness to occasionally travel to meet clients.

• Experience managing Mid-Market customer accounts, including responsibility for renewals, upsells, and cross-sells.

• Experience working for a SaaS B2B-focused company.

🏝️ Benefits

• 32 days of paid time off annually.

• Company-sponsored benefits that commence on day one.

• Support for remote work with flexible arrangements.

• Work-from-home allowance.

• Professional development budget.

• Commission.

• 20% variable compensation.