Customer Success Manager

ICwhatUC - AR Video for Enterprise; Calgary; Hybrid; CAD 70,000 - 95,000; Full time

Benefits offered by this job

Unlimited vacation policy

Full medical coverage

Company laptop and equipment

Wellness spending allowance and phone

Job summary

IrisCX is seeking a Customer Success Manager to own 8–12 enterprise accounts, drive growth, and demonstrate value for new and existing customers. You will conduct interviews, provide client training, and guide projects from onboarding through successful product launches.

Work asynchronously across time zones with an emphasis on reliable communication and problem-solving. Enjoy a generous benefits package, unlimited vacation, and a company laptop under a flexible remote model.

Qualifications

• 2+ years in a Customer Success role.
• Experience with a SaaS product in a startup environment is preferred.
• Able to work asynchronously across time zones and with enterprise clients.

Responsibilities

• Own 8 to 12 enterprise accounts, driving growth and ongoing value.
• Conduct customer interviews to gather feedback and identify improvements.
• Provide training and coaching to clients.
• Engage new clients during PoC periods to ensure successful product launches and demonstrable value.
• Handle inbound support requests and escalate to management as needed.
• Contribute to team and company OKRs.
• Tech stack: Slack, HubSpot, Pendo, Jira, Confluence, Google Suite

Skills

Customer success mindset

Account management

Communication skills

Problem solving

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, escape 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


• 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

Join us and be part of building exciting technology that will change Visual Customer Experience forever

Join us and be part of building exciting technology that will change Visual Customer Experience forever

The Account Executive will play a key role in our hypergrowth for 2023.

You will define and manage the vision for our platform to ensure that our team maintains a cohesive vision throughout development.

You will help test and build next generation streamline next generation Customer Experience platform

You'll serve as the main point of contact for customers throughout the technical phases of the onboarding and manage projects through to completion.

You'll own the development of new products and services end-to-end and execute roadmaps for the business.

IrisCX has an employee stock option plan – one of the perks of joining a company as one of its foundational team members! Stock options are built directly into our compensation plan and are offered as a bonus when we hit collective company goals.

Unlimited vacation

IrisCX offers unlimited vacation to give our team the opportunity to rest and recharge without thinking about a ‘vacation bank’. We take a minimum of two weeks off per year, and we are empowered to take more than that as long as we make sure to balance it with our workload.

At IrisCX, you’re empowered to work wherever you want. We work asynchronous-first, with the goal of reducing company-wide meetings and empowering our team to choose the working hours that serve them best. Some customer-facing jobs may require a specific time zone and working hours.

All full-time IrisCX team members have access to our employer-paid comprehensive benefits plan and digital wellness benefit. We also offer stipends for mobile phones and remote work setup.