Customer Success Manager (B2B SaaS)

Job Title: Customer Success Manager

Location: In office 4 days per week near Exhibition Go Station (Downtown Toronto)

Compensation: Up to 90,000 base salary, 10-12% annual performance bonus, health benefits.

About the Company

Our client is an award-winning solution enabling secure, efficient exchange of confidential files. As the easiest, most secure file sharing service available, we’re transforming how businesses interact with their clients, pushing the boundaries of productivity, security, and compliance. Our mission is to set the standard for secure client communication and collaboration. At the organization, talented individuals thrive in an environment that removes barriers to innovation. We seek out innovative minds and offer them the freedom to make significant impacts.

About the Role

You have the confidence to deliver an exceptional client experience. We will give you the power to do it! You have experience working in a customer-facing role, you’re proactive, a great listener, and eager to drive customer success. You are a self-starter, a great listener, and you’re willing to put in the work to figure things out. You thrive in a role where your efforts are to partner with customers and help them achieve value with software directly contributing to company growth. You are enthusiastic about technology and eager to build a career in customer success within the tech industry.

Responsibilities

• Build and maintain relationships with key stakeholders within customer organizations to ensure their needs are met and they recognize the full value of the organization
• Protect and maintain revenue by ensuring high levels of customer satisfaction
• Proactively identify at-risk clients and devise strategies to mitigate churn
• Collaborate on renewals and take charge of the renewal process for specific accounts.
• Conduct regular CS check-ins with clients, digging deeper on needs and identifying new opportunities for engagement
• Conduct Quarterly Business Reviews with key customer stakeholders and utilize the organization's adoption data to inform customers and enhance their understanding of the platform.
• Keep customers informed on the product roadmap and exciting newly released features
• Gather and relay customer feedback to the Product Management team to help shape future product enhancements
• Creating opportunities for advocacy through video testimonials and case studies
• Build custom CS presentations and demonstrations based on client needs, and present by phone, zoom, and/or in-person
• Serve as the primary point of contact for aligning internal teams and resources with key customer and prospect stakeholders
• Track customer adoption metrics and renewal timelines

Qualifications

• University degree (bachelor)
• Minimum of 2 years of full-cycle B2B SaaS Customer Success Management experience from onboarding to renewals
• Experience managing a portfolio of clients between 1-4 million in ARR
• Fluent in English

Required Skills

• Self-starter with the ability to learn and ramp quickly, and highly determined to figure things out as you go
• Execution-oriented with a passion to work in a fast-paced startup environment
• A proven track record in managing customer accounts effectively
• Excellent communication skills, with the ability to engage at all organizational levels
• Strong organizational skills, with the ability to manage multiple accounts and balance competing priorities.
• Passion for technology and a strong desire to actively contribute to a team.
• Strong computer skills, including Microsoft Word, PowerPoint, Excel, and Salesforce
• Excellent verbal and written communications skills to be able to interact effectively at all levels of an organization including with Office Managers, IT Directors, and C-level executives
• Strong business acumen and polished and professional CS presentation skills

Equal Opportunity Statement

Our team is made up of high-performing professionals and we work towards solving two of the biggest challenges in the digital age: communication and privacy. We provide opportunities to build a career and grow professionally; there is no limit to what you can accomplish here! We want you to have a good work-life balance, so we offer flexible work hours.

Does this sound like the perfect opportunity for you? Apply today to join our outstanding team! Please submit your resume, in confidence, via email to Puneet Singh at puneet@talentadvantage.ca. Please list your name and the role you are applying for in the subject line.