Scaled Customer Success Manager

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

📋 Description

• Contribute to Loopio’s strategy for digital customer success.

• Collect customer feedback, comprehend customer needs, and offer guidance on product adoption.

• Develop digital communications in collaboration with Customer Experience Leaders, Product teams, and other cross-functional groups.

• Create standardized and personalized communications that are triggered by time, actions, or customer value.

• Monitor customer health, usage trends, engagement metrics, product metrics, and Customer Health Scores.

• Collaborate with Adoption Services, Renewals, Education, and Customer Enablement teams to enhance the digital customer journey.

• Construct success plays, email templates, and meeting frameworks using Gainsight.

• Provide webinars, in-app guides, and additional digital services to facilitate adoption and maximize customer ROI.

• Promote renewals and customer growth through enhanced customer outcomes.

⛳️ Requirements

• Exceptional written and verbal communication skills.

• A strong sense of curiosity and the ability to understand customer challenges.

• Highly organized with robust project management capabilities.

• Proficient in handling high-volume engagements and managing a substantial portfolio of clients.

• Proven skills in building relationships with teams and clients.

• Strong analytical abilities with a talent for identifying trends and suggesting engagement strategies.

• A minimum of one year of experience in Customer Success, customer service, or customer marketing.

• Experience in SaaS is advantageous.

• Must have legal authorization to work in Canada without employer sponsorship.

• Must be located within a 300 km radius of Toronto in the Ontario Hub, or be willing to relocate to a qualified Canadian hub.

🏝️ Benefits

• Bonus eligibility of 20%.

• Equity options.

• Professional mastery allowance for learning and development opportunities.

• Health and wellness benefits from the first day of employment.

• MacBook laptop provided.

• Monthly phone and internet reimbursement.

• Work-from-home budget available.

• Access to a Claude account.

• Flexible co-working locations in Ontario and British Columbia.

• Opportunities for townhalls, AMAs, and company celebrations.

• Participation in Employee Resource Groups.

• Continuous feedback and regular one-on-one meetings.

• Remote-first workplace with asynchronous collaboration.