Customer Success Manager, Mid-Market

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

📋 Description

• Oversee the customer life cycle for mid-sized strategic clients

• Take ownership of key metrics such as Customer Health, Retention, and Expansion

• Establish yourself as a trusted partner to clients, understanding their needs and assisting them in reaching their objectives

• Provide mentorship to the broader Customer Success team

• Represent customer requirements to Product, Sales, Leadership, and other internal departments

• Ensure accurate documentation in Customer Success software

• Regularly engage with customers to evaluate priorities and uncover opportunities to promote the Roomvo Platform

• Advocate for customers by recording requests and issues while identifying areas for improvement

⛳️ Requirements

• Minimum of 1 year experience in a Customer Success or Account Management position

• Direct experience collaborating with Enterprise customers and managing a portfolio

• Ability to swiftly learn and prioritize technically intricate processes and tasks

• Comfortable interacting with C-suite executives

• Capable of managing tight deadlines effectively

• Proficient in using Google Workspace, including spreadsheets and Google Docs, as well as Salesforce

• Strong written and verbal communication abilities

• Experience in SaaS is advantageous

• Fluency in French is an additional asset

• Proficiency in a second language is a plus

🏝️ Benefits

• Quarterly bonus

• Ability to work anywhere in the world for up to 3 months

• Parental leave program

• Work-from-home stipend

• Days off for birthdays and the company's anniversary

• Remote-first work culture