Customer Success Manager

Chord Commerce, Inc; Calgary; Remote; CAD 123,000 - 157,000; Full time

Job summary

Chord Commerce, Inc is seeking a Customer Success Manager to enhance client relationships and drive product adoption. This remote role involves onboarding clients, providing strategic guidance, and ensuring customer satisfaction while working with a dynamic team in a growing SaaS environment.

Benefits

100% employee Medical Benefits coverage

Flexible PTO

Onboarding package and annual work-from-home stipend

Generous Parental Leave

Opportunities for in-person team events

Qualifications

• Proven experience in a customer-facing role, preferably within the SaaS or technology industry.
• Strong interpersonal skills with the ability to build rapport and credibility with diverse stakeholders.
• Excellent communication skills, both verbal and written.

Responsibilities

• Lead the onboarding process for new clients, ensuring a smooth transition.
• Collaborate with clients to develop customized implementation plans.
• Conduct regular check-ins and business reviews to assess client satisfaction.

Skills

Interpersonal skills

Communication skills

Strategic thinking

Problem-solving

Tools

CRM platforms

Microsoft Office Suite

Data analytics tools

Job description

Chord offers advanced data and ecommerce infrastructure for modern brands that want to have cutting-edge technology and unified data without a large engineering team. We like to think of our product as the tech engine for high-velocity growth.Backed by top investors, Chord is a SaaS company led by industry veterans, and we’re seeking smart, focused, creative talent to help us realize our vision.

Our company is proudly remote-first, distributed across North America.

The Opportunity

We’re looking for a Customer Success Manager to elevate Chord as the leader in customer data platforms. You’ll join a growing team that is building a platform to empower modern and omnichannel brands with smart technology, unique customer experiences, and insightful data.

In this role, you will play a pivotal role in ensuring the success and satisfaction of our valued clients. You will serve as a trusted advisor, forging strong relationships with key stakeholders and providing strategic guidance to maximize the utilization of our platform. By understanding our client's business objectives and challenges, you will deliver tailored solutions, drive adoption, and facilitate growth opportunities.

As our next Chordian, you will:

• Lead the onboarding process for new clients, ensuring a smooth transition and comprehensive understanding of our platform's features and capabilities.
• Collaborate with clients to develop customized implementation plans aligned with their business objectives.
• Proactively engage with clients to drive product adoption and utilization, providing training and support as needed.
• Establish and nurture strong relationships with key stakeholders within client organizations, including executives, managers, and end-users.
• Serve as the primary point of contact for client inquiries, feedback, and escalations, ensuring timely and effective resolution of issues.
• Conduct regular check-ins and business reviews to assess client satisfaction, gather feedback, and identify opportunities for improvement.
• Act as a customer advocate within the organization, representing the voice of the customer and driving continuous improvement in product development and service delivery.
• Identify upsell and cross-sell opportunities based on clients' evolving needs and objectives, collaborating with sales teams to expand revenue opportunities.
• Own the renewal process, proactively engaging with clients to secure renewals and mitigate churn risks.
• Identify opportunities for account expansion and upselling additional products or services, driving revenue growth and maximizing customer lifetime value.
• Utilize data analytics and reporting tools to track key performance metrics, monitor client health scores, and identify trends or patterns that may impact customer satisfaction and retention.
• Generate regular reports and insights for internal stakeholders, highlighting successes, challenges, and opportunities within the customer base.

To be successful in this role, you’ll need:

• Proven experience in a customer-facing role, preferably within the SaaS or technology industry.
• Strong interpersonal skills with the ability to build rapport and credibility with diverse stakeholders.
• Excellent communication skills, both verbal and written, with a keen attention to detail.
• Demonstrated ability to manage multiple priorities and thrive in a fast-paced, dynamic environment.
• Strategic thinking and problem-solving abilities, with a focus on driving value and delivering results for clients.
• Proficiency in CRM platforms, Microsoft Office Suite, and data analytics tools (e.g., Salesforce, Excel, Google Analytics).

Working at Chord, you can expect:

• An investment in your physical and mental well-being; we offer 100% employee Medical Benefits coverage, with 69% dependent coverage.
• Flexible PTO: we encourage you to take the time you need to be your best self at work.
• An onboarding package and annual work-from-home stipend to ensure you have everything you need to be successful while working remotely.
• Generous Parental Leave with a customizable transition back to work program.
• The benefits of working from home, with opportunities to spend quality time with the team at Chord in-person events throughout the year.
• To make an impact! We’re an early-stage company, which means there is space to champion ideas and create and lead initiatives at any level in the Organization.

About your application and the interview process

Chord is an equal opportunity employer, and we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you’re unsure about your qualifications for this position, we still encourage you to apply.

Our interview process for the role begins with an exploratory conversation with a member of the hiring team. After that, we’ll invite you to Zoom sessions with a range of stakeholders from across our organization. We aim to get to know you and allow you to learn more about our team and product while being respectful of your time.

The pay range for this role is:

90,000.00-115,00.00USD per year (Remote - United States)

123,500.00-157,000.00CAD per year (Remote - Canada)