Customer Success Manager – SMB

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

📋 Description

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

• Be accountable for essential metrics such as Customer Health, Retention, and Expansion.

• Establish yourself as a reliable partner for customers, understanding their requirements and assisting them in reaching their objectives.

• Engage with and disseminate insights throughout the broader Customer Success team.

• Advocate for customer needs within internal teams including product, sales, and leadership.

• Collaborate with internal departments to deliver exceptional customer experiences.

• Maintain accurate records in Customer Success management software.

• Regularly interact with customers to evaluate their priorities and uncover opportunities to enhance the Roomvo Platform.

• Ensure that customers maximize the benefits of the service provided.

• Represent customer interests by documenting requests and issues, while identifying areas for improvement.

⛳️ Requirements

• Minimum of 1-2 years' experience in a B2B Customer Success position.

• Direct experience managing a portfolio of clients.

• Capability to quickly learn and prioritize technically intricate processes and tasks.

• Professional demeanor comfortable engaging with C-suite executives.

• Ability to handle tight deadlines effectively.

• Proficiency in Google Workspace and Salesforce.

• Exceptional written and verbal communication skills.

• Highly organized with the ability to juggle multiple competing priorities.

• Experience in the SaaS industry is essential.

• Proficiency in the English language.

• Bonus: Fluency in French or Spanish is a plus.

🏝️ Benefits

• Work remotely from your most productive environment.

• Have the flexibility to work anywhere in the world for up to 3 months.

• Parental leave program available.

• Receive a stipend for working from home.

• Enjoy time off for your birthday and the company’s birthday.