Customer Success Manager

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

📋 Description

• Create and implement account strategies to guarantee customer satisfaction while identifying areas for growth.

• Oversee customer onboarding, progression, and overall lifecycle management, including contract renewals.

• Identify upselling, cross-selling, and expansion opportunities to secure additional business.

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

• Act as the primary point of contact for escalated concerns, working internally to address challenges.

• Collaborate with stakeholders from all departments to resolve intricate customer issues.

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

• Hold an average of 5-8 proactive meetings weekly with your assigned accounts.

• Document interactions and utilize Hubspot to track customer engagements.

• Significantly increase B2B revenue and margins in alignment with company goals on a quarterly basis.

• Develop strategies aimed at reducing churn and fostering customer loyalty.

• Leverage data to analyze and identify potential churn risks while designing a collaborative success plan to ensure customer satisfaction.

⛳️ Requirements

• Proven track record in customer success, account management, or a related area, with demonstrated successful customer engagement.

• Established effectiveness in strategic account management.

• Strong analytical and problem-solving capabilities.

• Excellent communication and presentation skills.

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

• Proven ability to work collaboratively with various departments to achieve overall business goals.

• Demonstrated success in driving customer growth through expansion strategies.

• Relevant experience with SaaS products and background check industry is preferred.

• Certifications in customer success or customer support are preferred.

• A college or university degree or equivalent professional experience is required.

• Candidates must currently reside in and be legally authorized to work in Canada. This position may involve occasional travel to meet clients.

🏝️ Benefits

• 32 days of paid time off annually.

• Company-sponsored benefits that commence on day one.

• Remote-friendly environment with flexible work-from-home options.

• Work-from-home stipend.

• Budget for professional development.

• Plus additional perks!