Customer Success Manager

IrisCX; Remote; CAD 80,000 - 100,000; Full time

Job summary

A fast-growing SaaS company headquartered in Calgary is seeking a Customer Success Manager to oversee 8 to 12 enterprise accounts. This role involves engaging with customers, providing training, and ensuring successful product launches during trial periods. The ideal candidate will have 2 years of experience in a similar role, excellent communication skills, and a passion for problem-solving. Benefits include a competitive salary, unlimited vacation, and the flexibility to work from anywhere within specific time zones.

Benefits

Competitive salary

Work from anywhere

Unlimited vacation policy

Full medical coverage

Company issued laptop

Wellness spending allowance

Employee stock option plan

Qualifications

• Minimum 2 years of experience in a Customer Success role.
• 2 years in a startup environment with a SaaS product.
• Experience with enterprise (B2B) customers.
• Creative, self-starter with reliability.

Responsibilities

• Manage 8 to 12 enterprise accounts for growth.
• Conduct customer interviews for feedback.
• Provide training and coaching to clients.
• Support clients during their trial periods.
• Resolve inbound support requests.

Skills

Customer Success expertise

Excellent communication skills

Problem-solving

Flexibility

Team collaboration

Tools

Slack

HubSpot

Pendo

Jira

Confluence

Google Suite

Job description

At ICwhatUC, we’re on a mission to create the world’s best real time and self serve experiences. Have you ever felt like you could fix a simple problem at home or on a job if you only had the right expertise to help you along? Us too.

We’re a SaaS company backed by one of North America’s most successful seed stage investors, and we are keying up for a year of explosive growth. If you are looking for a hockey stick growth curve, you’ve found it. We are a Google Accelerator alumnus and we have key partnerships in place with AT&T and Masco. Our company is headquartered in Calgary and our team is spread across Canada’s major cities.

As a company that challenges our customers to think differently about the way they do things, we approach our work differently, too. We respect and trust our team – our asynchronous culture allows our team to build their schedule around their life, not the other way around.

About The Job

We’re looking for an engaging and creative Customer Success Manager to help us demonstrate the value of what we’re creating to new and existing customers. If you enjoy having a diverse workload, managing enterprise accounts, and collaborating with customers and team members, this might be the role for you.

What you’ll be doing

• Own 8 to 12 enterprise accounts to ensure growth, value creation, and ongoing success.
• Perform customer interviews to get feedback and find areas for improvement.
• Provide training and coaching to clients.
• Actively work with new clients during their Proof of Concept (trial) periods to ensure successful product launches and create demonstrable value for our clients.
• Engage and manage inbound support requests, resolve issues and concerns where possible, elevate to management as needed.
• Meaningfully contribute to team and company objectives and key results.
• Tech stack: Slack, HubSpot, Pendo, Jira, Confluence, Google Suite

Your background

• 2 years of experience working in a Customer Success role
• 2 years of experience in a startup environment with a SaaS product
• Experience working with enterprise (B2B) customers
• A creative self-starter who is flexible and tenacious
• Excellent communication skills and a high degree of reliability
• A passion for digging in and solving problems

Benefits

• Competitive salary
• Work from anywhere (as long as it’s in the Pacific or Mountain time zones)
• Unlimited vacation policy
• Full medical coverage
• Company issued laptop, equipment
• Wellness spending allowance and phone stipend
• Employee stock option plan

Address: #2020, 150 9 Ave SW Calgary, T2P 0S9 Canada

Phone: [phone]

Email: [e-mail]