Manager, Account Management Team – Mid-Market

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

📋 Description

• Expand a customer portfolio by leading a team of Customer Success Managers.

• Utilize technical expertise to assist the team in managing customer relationships.

• Draw upon experience in success and account management.

• Ensure a high rate of customer retention.

• Formulate strategies aimed at boosting revenue retention and fostering growth within the customer base.

• Act as the representative voice of customers to Product, Sales, and Leadership teams.

• Create and maintain a central repository for documenting technical solutions to customer issues.

• Collaborate with internal teams to deliver exceptional customer experiences and memorable moments.

• Offer coaching, training, and support to empower CSMs in achieving or surpassing their performance objectives.

• Assist CSMs and customers in managing escalations and navigating challenging scenarios.

⛳️ Requirements

• Over 5 years of experience in customer success, account management, or a related field, preferably within a SaaS setting.

• Strong skills in leadership and team management.

• Demonstrated success in enhancing customer satisfaction, retention, and revenue growth.

• Excellent written and verbal communication abilities, along with problem-solving and relationship-building skills.

• Capable of analyzing data and providing strategic recommendations.

• Proficient in Google Workspace, including Google Sheets and Google Docs.

• Familiarity with Salesforce.

• Proficiency in a second language is an added advantage.

🏝️ Benefits

• Quarterly bonus.

• Remote-first work policy.

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

• Parental leave program.

• Work-from-home stipend.

• Paid days off for birthdays and the company's anniversary.