Customer Success Manager

BIOHY; Montreal; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A leading customer service company in Montreal seeks a Customer Success Specialist. This role involves managing new business accounts, enhancing client retention through effective communication and negotiation. The company offers a hybrid work model, professional growth opportunities, and various employee benefits. If you're excited to drive success and thrive in a collaborative environment, apply now!

Benefits

20 holidays per year

Flexible working hours

Employee Benefits Plan including Health Care and Dental

Provided equipment (Macbook, mouse/keyboard)

Access to mental health support

Great lunch on Fridays

Qualifications

• Comfortable with multi-channel accounts.
• Ability to manage multiple accounts across different stages.
• Strong commercial understanding.

Responsibilities

• Manage all new business accounts assigned to you.
• Perform quality assurance activities to improve retention rates.
• Develop SOPs to drive down setup times.
• Negotiate campaign conditions while balancing client needs.
• Provide insights for future campaigns.

Skills

Strong communication skills

Negotiation skills

Proficiency in modern technology

Organizational skills

Job description

The Customer Success Specialist is part of the customer service team managing “new” business. You motivate, manage, and take daily responsibility for all new business assigned to you as a CSM. In coordination with the leadership team and your team of marketing specialists and designers, you manage all accounts assigned to you upon signing, ensuring efficient setup times, high retention rates, and quality assurance on campaign setup and delivery.

Responsibilities:

• Utilise reports to drive performance as an internal stakeholder to drive improved retention rates.
• Perform regular quality assurance activities to drive quality for your book of business.
• Develop SOP’s and best-in-class standards to drive down set-up time processes.
• Work closely with members of the management team to further develop and strengthen the performance or associated processes.
• Responsible for arranging the post-campaign reporting for Management and Marketing teams and also helping provide the client with important insights/learnings for future campaigns.
• Full ownership of the campaign set-up from the time of contract sign-off, including collaborating with the AE team and client, and fully understanding the goals of the client to manage the campaign effectively.
• Keeps a clear overview of campaign statuses and ensures all stakeholders are aligned and moving in the same direction at all times.
• Negotiate campaign conditions while prioritizing client needs and company objectives.

What’s in it for you?

• 20 holidays per year
• Hybrid working
• Flexible working hours
• An open and inclusive culture that fosters personal growth and initiative
• Knowledge sessions hosted by internal and external experts
• Great lunch on Fridays to celebrate the weekend
• Employee Benefits Plan which includes Life Insurance, Accidental Death & Dismemberment, Extended Health Care, Dental and Dependent Life
• Provided equipment (Macbook, mouse/keyboard)
• Access to mental health support through OpenUp is offered anonymously and without cost
• The opportunity to work fully remotely for up to a month per year from a location of your choice

Excited? Wait until you see our cultural values!

Trust – At Leads.io, we emphasize accountability and transparency, setting the foundation for genuine partnerships.

Own it – Ownership entails having pride in both your work and yourself. We each aim to take a personal initiative in improving our business, so being the best version of yourself is the best-case scenario for us.

Grow smart – Our vision is to become a global frontrunner in lead generation. We are committed to continually scaling our business whilst also growing as individuals in the process.

Thrive as a team – We believe that teamwork is a key ingredient to obtaining outstanding results. While holding personal work ethics in high regard, we also encourage a working environment that is both social and more enjoyable through teamwork.

Our recruitment process is designed to ensure the best fit. It comprises a phone meeting to discuss qualifications, followed by two interviews and an assessment for skills and cultural alignment. If successful, we will extend a formal offer. Upon acceptance, you’ll embark on your exciting journey with Leads.io.

Ready for your new challenge? Apply now, and we will be in touch with you soon!

• Comfortable working with a small team of multiple disciplines (e.g. marketing, campaign management, sales)
• Well-informed about or proficient in the use of modern technology, especially computers.
• Uses technology proficiently to accomplish tasks and optimize performance.
• Works with multi-channel accounts and understands the nuances of the technical backend and setup requirements.
• Strong communication and negotiation skills. Be able to speak to both external and internal teams on problems and opportunities effectively.
• Commercial understanding. Be able to negotiate the balance between client retention and commercial viability.

Strong organization skills. Be able to manage multiple accounts in multiple stages of maturity in multiple verticals while keeping your tasks on pace as well as the wider teams.