Customer Success Manager

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

Job summary

A dynamic SaaS company in Canada seeks a creative Customer Success Manager to manage enterprise accounts and ensure customer satisfaction. Responsibilities include providing training, customer feedback, and support during trial periods. The ideal candidate has at least 2 years in a Customer Success role, experience in a startup setting, and a passion for problem-solving. Employees enjoy competitive salaries, flexible work hours, and a generous benefits package including unlimited vacation and full medical coverage.

Benefits

Competitive salary

Unlimited vacation policy

Full medical coverage

Work from anywhere

Employee stock option plan

Wellness spending allowance

Qualifications

• 2 years of experience in a Customer Success role.
• 2 years in a startup environment with a SaaS product.
• Experience with enterprise (B2B) customers.

Responsibilities

• Manage 8 to 12 enterprise accounts for success.
• Conduct customer interviews for feedback.
• Provide training and coaching to clients.
• Assist clients during their Proof of Concept.
• Handle inbound support requests and resolve issues.
• Contribute to team and company objectives.

Skills

Customer Success

Excellent communication skills

Problem-solving

Flexibility

Team collaboration

Tools

Slack

HubSpot

Pendo

Jira

Confluence

Google Suite

Job description

Who we are

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, escalatest 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