Customer Success Manager, Mid-Market

This is a fully remote position, open to applicants in Canada, +2 more states.

📋 Description

• Establish meaningful connections with Mid-Market customers through various channels, including emails, phone calls, and face-to-face meetings.

• Collaborate with the Customer Enablement Manager to facilitate a smooth transition from onboarding to ongoing nurturing.

• Craft customer plans that are in line with long-term objectives and Customer Journeys.

• Formulate strategies to enhance customer adoption and cultivate customer advocates.

• Work in partnership with Account Management to drive growth and minimize churn.

• Oversee metrics related to adoption, retention, growth, and advocacy.

• Analyze and respond to adoption data utilizing the Customer Health Score framework.

• Collaborate with Product Teams to promote customer insights and narratives.

• Disseminate Customer Success stories through case studies, blog posts, and internal communications.

• Coordinate with Support & Services Teams to ensure a seamless customer experience.

⛳️ Requirements

• Exceptional written and verbal communication abilities.

• Excellent relationship-building skills with both teams and clients.

• Highly analytical with a focus on data-driven decision-making.

• Exceptionally organized and oriented towards results.

• A minimum of 1–2 years of experience in Account Management, Customer Success, or a related field.

• Experience in a SaaS company is advantageous.

• Familiarity with writing sales proposals or responding to RFPs is a plus.

• Must reside within the designated Canadian hub region, specifically within a 300km radius of Toronto for the Ontario Hub.

• A valid Canadian work permit/SIN is required; Loopio does not provide sponsorship.

🏝️ Benefits

• Continuous manager feedback and regular one-on-ones using Lattice.

• A dedicated professional mastery allowance for learning and development opportunities.

• Health and wellness benefits commencing on day one.

• A MacBook laptop provided for work purposes.

• Monthly subsidies for phone and internet expenses.

• A work-from-home budget to enhance your home office setup.

• A supportive remote-first culture with various opportunities for connection.

• Townhalls, AMA sessions, and quarterly celebrations to foster community.

• Access to Employee Resource Groups for support and networking.

• Recognized as an award-winning workplace.

• Equity options available.

• Commission structure in place.