Customer Success Manager

Dabadu; Kitchener; On-site; CAD 60,000 - 80,000; Full time

Job summary

Dabadu is seeking a Customer Success Manager to enhance customer adoption and satisfaction. This role involves onboarding customers, developing engagement strategies, and working with teams to improve the product experience. Join a dynamic startup environment where you can make a significant impact.

Qualifications

• 1-3 years of experience in a customer-facing role.
• Understanding of SaaS-based B2B applications.
• Experience working with senior and executive-level customer contacts.

Responsibilities

• Perform initial onboarding of customers and ensure ongoing engagement.
• Develop tools and processes for maximizing customer value.
• Achieve/exceed KPIs including renewal and upsell percentages.

Skills

Communication skills

Project management

Team player

Multitasking

Customer engagement

Education

Bachelor's degree

Job description

Dabadu, Inc. is seeking a Customer Success Manager to join our growing team. We are seeking a dynamic individual who has proven customer success experience in reducing friction, improving customer adoption, managing concerns, building lasting relationships, and turning customers into product champions. This individual will be given ample opportunity to define and grow the Customer Success function for our company and our product, developing best practices, processes, retention and growth targets, and more. We are a startup made of industry professionals that are not interested in doing everything “by the book” but rather challenge the status quo and work as part of a team to cut the fat, and create great products without the constraints of the norm. If you are looking to make a serious impact and not just do what “they say should be done,” then let’s talk.

Responsibilities Include:

• Perform initial on-boarding of customers, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime
• Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
• Serve as the subject matter expert (SME) providing guidance and addressing challenges on work/ project management and collaboration to customers
• Perform periodic customer success reviews that confirm satisfaction, resolve issues, and expand the product used throughout the account
• Develop tools, processes, and best practices to ensure customers are realizing the greatest possible value from the product
• Use usage patterns to gain insights, provide guidance and increase customer satisfaction
• Serve as the primary interface to manage and resolve any critical situations and Product Support activities
• Work closely with the Sales and Leadership teams to share customer insights that inform additional product and service sales opportunities
• Provide expert customer insight to Product Management on what innovation and continuous improvement is needed in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal, and referral rates
• Achieve/exceed target KPIs including but not limited to renewal %, upsell %, monthly active usage, and NPS
  

Requirements:

• Bachelor's degree and 1-3 years of experience in a customer-facing role, such as Customer Success, Customer Support or Account Management
• Possess strong phone, written, and verbal communication skills with excellent presentation skills
• Confident, high energy, self-motivated, and a true team player
• Experience working with senior and executive-level customer contacts
• Demonstrated ability and desire to work and excel in a growing, startup environment
• Excellent multitasking and project management skills
• Understanding of SaaS-based B2B applications
• Ability to understand and articulate to various customer personas
• Well-organized, with high attention to detail and the ability to prioritize
  
  

Ideal:

• Experience working with Automotive retail clients
• Software startup experience is a plus