Customer Success Manager – SMB

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

📋 Description

• Oversee the post-onboarding customer journey for a portfolio of SMB clients

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

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

• Collaborate with the Customer Success team to share insights and experiences

• Advocate for customer requirements internally with product, sales, leadership, and other departments

• Ensure precise documentation is maintained in Customer Success software

• Regularly engage with customers to evaluate their priorities, discover opportunities to promote the Roomvo Platform, and enhance service value

• Represent customer interests by documenting requests and challenges while identifying areas for improvement

⛳️ Requirements

• A minimum of 1-2 years of experience in a B2B Customer Success position

• Direct experience in managing a portfolio of clients

• Ability to quickly familiarize yourself with and prioritize technically complex processes and tasks

• Comfortable interacting with C-suite executives

• Capable of meeting tight deadlines

• Proficient in using Google Workspace and Salesforce

• Outstanding written and verbal communication skills

• Highly organized and adept at managing multiple competing priorities

• SaaS experience is essential

• Proficiency in the English language

• Bonus: Fluency in French or Spanish

🏝️ Benefits

• Remote-first work model

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

• Parental leave benefits

• Work-from-home allowance

• Days off for birthdays and company anniversaries