Client Success Manager

CTS NG; Success; Hybrid; CAD 60,000 - 90,000; Full time

Benefits offered by this job

Stock options

Health, Dental and Vision insurance

401(k)

Job summary

CTS NG is seeking a Client Success professional for a hybrid role, combining customer-facing responsibilities with collaboration across product and engineering teams. You will guide onboarding, drive customer satisfaction, and use feedback to shape future features.

Travel opportunities exist as the company grows, with potential for leadership development and team-building as performance warrants.

Qualifications

• 2–3 years at a top client services firm with demonstrated analytical and problem solving skills
• Experience in software scripting (e.g., Python) is preferred
• Excellent written and verbal communication skills, including content creation, public speaking and presentation skills

Responsibilities

• Understand customers’ goals and work with management to recommend and implement customer experience changes
• Compile analysis and industry research on CX trends and engage customers through meetings and white papers
• Own and manage customer relationships to maximize value of the company’s solutions
• Collaborate with management and engineering teams to onboard solutions and troubleshoot issues
• Address, resolve and record customer issues around product usage and onboarding

Skills

Communication

Public speaking

Content creation

Presentation skills

Empathy

Inspire others

Analytical thinking

Problem solving

Adaptability

Team player

Tools

Python

Job description

The Client Success team is the critical link between our customers and the software and machine learning teams. You will use your technical skills and business experience in a hybrid role to (1) serve as a trusted partner to our customers (2) use customer feedback to shape engineering features and projects. You will get hands on operating experience in a fast growing company. There will be opportunities to travel and work with people from all over the world. Based on performance, there will be opportunities to hire and build a team and grow your leadership.

• Understand our customers’ organizational goals and unique challenges and work with management to recommend and implement potential customer experience changes
• Compile analysis and industry research on customer experience innovation / trends, while engaging customers (e.g., meetings, white papers)
• Own and manage customer relationships to drive the value of Chatdesk’s solutions
• Collaborate with management and engineering teams of our customers to help with the onboarding of our solutions and technical troubleshooting
• Address, resolve, and record any customer issues around product usage, technical support, onboarding & general account satisfaction.
• Ensure customer happiness and engagement by leveraging knowledge of products, services, and best practices to proactively provide support and guidance to our customers
• Honesty and transparency
• Do your best work
• Always learning and improving
• Empathy
• Cultural fit with our values
• Enjoy learning about different companies and understanding their business
• Motivated to help our clients and their companies be even more successful
• Excellent written and verbal communication skills, including content creation, public speaking and presentation skills
• Ability to inspire people
• Comfortable working in a fast-paced, frequently changing and evolving environment
• Scrappy and positive team player
• Last and certainly not least, lover of customer experience!
• 2-3 years at a top client services firm (e.g., banking, management consulting) with demonstrated analytical and problem solving skills
• Experience in software scripting (e.g., Python) is preferred
• Competitive salary
• Stock options
• Health, Dental and Vision insurance
• 401(k)