Customer Success Manager

Proposify; Halifax; Remote; USD 50,000 - 90,000; Full time

Job summary

Join a forward-thinking company that is transforming proposal management! As a Customer Success Manager, you will play a crucial role in ensuring the success of mid-market customers by guiding them through onboarding and providing ongoing support. This innovative firm values creativity and collaboration, offering a 100% remote work environment that empowers employees to thrive. With a focus on personal growth and flexibility, you will manage a diverse portfolio of accounts and drive revenue through renewals and expansions. If you are passionate about technology and customer success, this opportunity is perfect for you!

Benefits

Competitive salaries

Paid health benefits

RRSP matching program

Generous Paid Time Off

Online fitness and wellness courses

Flexible working hours

WFH Stipend

Qualifications

• 3-5 years in customer service or success roles is preferred.
• Exceptional communication skills and relationship building.
• Technical skills related to product use are essential.

Responsibilities

• Manage a book of 40-100 mid-market customers post-sale.
• Guide new accounts through onboarding and implementation.
• Collaborate with teams to deliver customer insights.

Skills

Customer Service

Communication

Technical Skills

Account Management

Troubleshooting

Tools

Hubspot

Vitally

Job description

About Proposify

At Proposify, we're revolutionizing the way businesses create and manage proposals. Our innovative platform streamlines the proposal process, helping teams craft compelling, professional proposals that close deals faster and with greater success. We pride ourselves on fostering a dynamic, inclusive, and collaborative work environment where creativity and innovation thrive. As we continue to grow and enhance our offerings, we are looking for talented individuals who are passionate about technology and driven by the challenge of making complex processes simple and efficient. Join us and be a part of shaping the future of proposal management!

About the Role

As a CSM, you are committed to making Proposify customers wildly successful. Your job is to ensure new accounts have the support and guidance they need to implement and adopt our tools. Your book of business will be between 40-100 mid-market customers. CSMs are also responsible for capturing and articulating customer needs to internal stakeholders in product and engineering.

You will also be a key driver for revenue within the business. CSMs own our renewals and expansions for our largest accounts. You will collaborate with other departments on projects requiring customer insight or input and will be involved in the strategic planning for our department via OKRs.

What You'll Do And Love Doing

1. Manage an assigned book of accounts. Your target book value will range from 500K - 1MM USD.
2. Manage the entire customer lifecycle post-sale. You will own renewals and expansions for all of your assigned accounts.
3. Guide new mid-market accounts through onboarding and implementation to ensure successful adoption of the Proposify toolset.
4. Collaborate with our CS Design team to deliver professional services to current and new customers.
5. Provide strategic support to accounts via Account Optimizations, Show and Tells, and other specialized calls focused on adding value.
6. Maintain a proactive engagement approach with your customer base by leveraging tools such as Vitally and Hubspot.
7. You will be a product and industry expert and someone our customers look to be a trusted advisor for guidance and advice.
8. Document and record customer interactions within Vitally - it’s critical that you provide a clear view into our customer’s success for other teams.
9. Support our Sales team with product and customer use-case insights. You will be a key driver in helping our Sales team build a mid-market narrative using current customer wins.

What We'll Love About You

1. 3-5 years of experience in customer service or customer success position is preferred.
2. Exceptional ability to communicate and foster positive business relationships.
3. Technical skills required, as they relate for the use of the product to service to be solid.
4. Accountability, personal organization and leadership quality are essential.
5. Experience in managing and training in a diverse environment.
6. Deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.

What You'll Love About Us

While Proposify world headquarters is in Halifax, Nova Scotia, we are a 100% remote company with employees working from all over the world. We’ve invested in all of the systems and tools that make remote work enjoyable, productive, and connected.

People feel empowered to do their best work and test out ideas. They don’t just ask ‘Why?’ but try ‘Why not?’ We are a team that embraces the new, the maybe, the unknown because we know that’s where growth lies; just beyond our comfort zone, just beyond what the experts say, and way beyond the way- we’ve-always-done-things.

Everyone is a leader in their role and has the autonomy and responsibility to contribute, to change, and to challenge. We don’t care how many hours people work, we care about the quality and impact of their work.

We get shit done. We get shit done fast. We are not a static company; we are moving forward and continually evolving to make things better for our business and the businesses of our customers. We have flex hours so employees can design their day to work when they’re most productive, and allow for time each day to spend with family and friends, take advantage of nice weather, focus on wellness, and pursue their hobbies and passions.

Some Of Our Benefits Include

1. Competitive market based salaries.
2. Company provided paid health benefits from the day you start, paid entirely by Proposify.
3. RRSP matching program from the day you start with no vesting period.
4. Generous Paid Time Off Policy including: 3 weeks of vacation to start; paid sick leave; personal days; birthday leave, company-wide end-of-year holiday break.
5. Brightpass (free online fitness and wellness courses).
6. Flexible working hours so you can do your best work when you are at your best.
7. WFH Stipend setting you up for success!

At Proposify, we value and celebrate the diversity of our team and welcome applications from racially visible persons, Indigenous peoples, women in non-traditional positions, persons with disabilities, and persons of the LGBTQ+ community.