Customer Success Manager

Lerer Hippeau Ventures; Montreal; Remote; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to enhance the post-implementation journey for clients. In this pivotal role, you'll ensure seamless onboarding, drive user adoption, and maximize engagement with the platform. Your expertise will help foster strong relationships, secure customer retention, and identify growth opportunities. You'll collaborate cross-functionally to optimize customer satisfaction and facilitate renewals. If you're passionate about empowering clients and thrive in a dynamic environment, this opportunity is perfect for you. Join a forward-thinking organization committed to equity and diversity, where your contributions will truly make a difference.

Benefits

Competitive salary and benefits package

$500 for home office materials

4 weeks vacation plus personal time off

Contribution to retirement/pension plan

Flexible remote/hybrid work environment

Generous employee referral bonus of $4,000

Continuous learning platforms available

Qualifications

• 5+ years of experience in customer success or similar role in a SAAS company.
• Strong communication skills and a customer-centric mentality.

Responsibilities

• Ensure seamless onboarding and drive customer adoption of the platform.
• Cultivate strong relationships with customers and manage their expectations.

Skills

Customer Success Management

Communication Skills

Project Management

Relationship Building

Problem Solving

Analytical Skills

Technical Knowledge

Sales Experience

Education

Bachelor's Degree in Business or Technology

Tools

SAAS Platforms

Data Analysis Tools

Job description

WorkJam is the world’s first digital frontline workplace, connecting the entire deskless workforce to work in perfect harmony. WorkJam is a fully modular super app that solves the most common problems faced by frontline enterprises around the world through task management, shift swapping and scheduling, two-way communication, and training.

We’re proud of our dedicated teams who are driven to make a difference for millions of frontline employees, which lead us to be recognized among TIME’s 100 most influential companies of 2023.

Perks of joining WorkJam:

• Competitive salary and benefits package
• 500$ to spend on your home office materials
• 4 weeks’ vacation plus personal time off
• Contribution to your retirement/pension plan
• A flexible and remote/hybrid work environment to support a healthy work/life balance
• Generous employee referral bonus of $4,000
• Continuous learning platforms available

At WorkJam, our core values are respect and include, unify, make a difference and lead from the front. WorkJam is a high growth global organisation with operations in North America, Europe, and Australia with our head office based in Montreal. Learn more at WorkJam.com

As a Customer Success Manager, your focus will be on the post-implementation customer journey. Ensuring seamless onboarding, driving adoption, and maximizing engagement, your role will be to help customers achieve their business objectives. You will foster strong customer relationships, secure retention, and identify growth opportunities by aligning WorkJam’s solutions with evolving customer needs.

Reporting to the VP of Customer Success, you will act as the main point of contact between the WorkJam Operations team and our customers. You will be the voice of the customer; ensuring their impact is understood across support escalations, internal product discussions, and roadmap decisions. You will proactively guide customers through governance meetings, training, and best practice sharing to drive platform adoption and business outcomes. By leveraging data-driven insights, you will help customers optimize their WorkJam usage while collaborating cross-functionally to mitigate risks, enhance satisfaction, and facilitate renewals. Additionally, you will play a pivotal role in expansion efforts, working closely with sales and professional services to identify upsell, expansion and advocacy opportunities, driving long-term value for both customers and WorkJam.

What you'll be doing:

Adoption, Usage and Value:

• Customer onboarding: Onboarding new customers in collaboration with PS team to ensure successful go live.
• Thought leadership: Sharing best practices and relevant use cases to help customers maximize end-user engagement.
• Coaching & Training: Training customers to be autonomous and successful WJ administrators. Using platform knowledge to coach customers to improve their impact on operations.
• Usage: Assisting customers on how to use new and existing capabilities to achieve their desired business outcomes.
• Adoption: Assisting customers in adoption of new and existing features and ensuring frictionless roll out in collaboration with the product development team.
• Monitoring: Leveraging data, reporting and benchmarks to provide insightful usage and trend analysis to customers.

Customer Relationship:

• Customer Engagement: Cultivating strong, long-lasting relationships with the customer’s WorkJam team, understanding their needs, and helping them achieve their objectives.
• Governance: Planning governance meetings and executing the cadence.
• Customer Events and Community Management: Contributing to customer community events with assigned customers. Contributing to annual event (WJD) as the customer liaison.
• Manage escalations: Managing customer expectations while assisting support with communication, prioritization, and resolution in escalation situations.

Retention:

• Risk management: Identifying churn risk, ensuring risk mitigation and customer retention by cross functional work coordination.
• Customer satisfaction: Monitoring customer satisfaction, sharing feedback for improvement. Working cross functionally to drive satisfaction up. Ensuring a unified and customer centric approach.
• Renewal: Initiating the renewal process. Briefing the sales team on any critical customer details influencing the renewal conversation.

What we're looking for:

• At least 5 years’ experience as a customer success manager or equivalent role in a SAAS company
• Bachelor's degree or equivalent experience in business, technology, or related field
• Ability to interact with large enterprise customers and executives
• Excellent verbal and written communication skills
• Customer centric mentality
• Solution and result oriented
• Influence and relationship building
• Ability to foster and maintain strong, collaborative working relationships with internal and external stakeholders
• Sound reasoning
• Situational awareness
• Experience in operations in the retail, hospitality, or manufacturing industry
• Ability to successfully handle multiple projects/clients at once, excellent organization, project management and time management skills
• Experience working remotely
• Ability to support pre-sales efforts and activities with existing customers.
• Experience in workforce management, digital communications, scheduling or task management is an asset
• Sales experience and financial literacy is an asset

Joining WorkJam means being part of an organization that truly believes in equity and diversity. We support and empower everyone, no matter your ethnicity, religion, age, gender, sexual orientation, identity, or disability.