Customer Success Manager

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

📋 Description

• Oversee the execution of Insights Communities while fostering robust, consultative relationships with clients.

• Guarantee that each program aligns with business objectives and provides an outstanding member experience along with valuable insights.

• Handle community setup, recruitment, engagement, incentive management, renewal, and overall well-being.

• Collaborate with sales to comprehend client requirements and offer proactive, customized recommendations.

• Create innovative solutions utilizing available tools and processes to surpass client expectations.

• Act as the main point of contact for clients, internal teams, and external vendors.

• Lead client discussions and strategize on activities to maintain community engagement.

• Manage vendors and partners to ensure projects adhere to schedules and budgets.

• Ensure prompt completion of deliverables, including invoicing deadlines.

• Monitor program components, foresee and address potential issues.

• Utilize Sago systems throughout the project lifecycle.

• Provide clients with timely updates regarding community status.

• Assist programming, data processing, insights, and reporting teams.

• Validate and prepare datasets, reports, engagement activities/calendars, community communications, and incentive management.

• Meet client deadlines and quality standards efficiently while preserving project margins.

• Adhere to company SOPs.

• Execute additional duties as assigned.

⛳️ Requirements

• Strong technical orientation, logical reasoning, and an analytical, solution-focused mindset.

• Excellent customer service, multitasking, and time management abilities.

• Quick to adapt to changes and new processes.

• Exceptional communication and consultative skills.

• Strong focus on quality and meticulous attention to detail.

• High work ethic with a team player mentality.

• Client-centric approach.

• Proficient communication skills, both written and verbal.

• Collaborative and team-oriented.

• Ability to manage multiple tasks and demonstrate flexibility.

• Strong decision-making and problem-solving capabilities.

• Fluent in English (both written and spoken).

• Bachelor’s Degree or equivalent qualification.

• A minimum of 3-4 years of client-facing experience in a market research setting and Insight Communities.

• Experience in research design, reporting, data analysis, and international data collection with multi-mode methodologies is an advantage.

• Advanced proficiency in MS Office (Excel, Word, PowerPoint) is required.

• Familiarity with DIY survey tools (e.g., Alida) is a plus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Flexible work environment and work-life balance.

• Comprehensive health and wellness benefits.

• Engaging and collaborative workplace culture.