Customer Success Manager

Sama; Montreal; Remote; CAD 40,000 - 60,000; Full time

Job summary

Join a leading B2B platform that empowers organizations through tailored professional coaching. As a part of a dynamic team, your role will focus on driving client success, managing relationships, and fostering growth in usage of our innovative platform. This is an opportunity to thrive in a startup environment that values creativity and adaptability while making a meaningful impact on employee engagement and satisfaction.

Benefits

Commission + equity

Access to a professional coach via our app

Room for growth

Regular training and development

Qualifications

• A minimum of 5 years' experience in an HR or Customer Success role.
• Experience working with multiple stakeholders within clients.
• Fluency in English and French.

Responsibilities

• Drive success and retention for clients, maximizing ROI and engagement.
• Onboard new customers and manage client relationships.
• Identify upsell opportunities and collaborate with sales.

Skills

Business acumen

Client relationship management

Strategic communication

Freelance/start-up experience

Automation and technology utilization

Tools

CRM (HubSpot preferred)

Job description

Sama is a B2B platform that enables employers to provide hyper-tailored development through unlimited professional coaching—right from a user-friendly app.

At Sama, we're on a mission to empower people and create workplaces where everyone can flourish. Sama is a purpose-driven, fast-growing company on a mission to tackle the $9 trillion employee engagement challenge. With trust from top-tier clients like Vinted, EQT, CVC and IFRS.

Come join our amazing team working to elevate the corporate environment by allowing employees to be their best productive selves. We're building the future of work!

Ready to be a part of a team of highly motivated individuals who think like owners and are on a mission to consistently deliver amazing experiences? Read on.

Your mission, should you choose to accept it:

Driving success and retention: You'll be instrumental in helping our clients achieve their goals, maximize their ROI with our platform, and ensure every interaction leaves them delighted and empowered. You are able to communicate strategic impact at all levels of the client's organization.

Building relationships: Your knack for building rapport will be put to the test as you become the go-to contact for our valued clients, fostering strong, long-lasting partnerships.

Innovation and growth: With your keen eye for opportunity, you'll identify upsell opportunities and collaborate closely with our sales team to drive revenue and expand our reach. You will participate in product development.

What you'll be doing day to day:

• Focus on achieving our north star metric (monthly active users) and reach our retention targets.
• Onboard new customers by facilitating demos and training around the product.
• Design success plans for each client with clear KPIs and engagement objectives.
• Manage customer relationships and be the go-to point of contact for clients across the business.
• Strategically communicate business impact relevant to different stakeholders of the client.
• Actively monitor customer engagement. Regularly review data and analysis with clients to identify ways to develop and grow usage/adoption of the platform.
• Lead quarterly and annual business reviews with each client.
• Identify upsell opportunities and liaise with the sales team to leverage cross sell opportunities.
• Collaborate and share customer insights cross-functionally with Marketing, Product and Sales to drive growth.

Requirements

What you'll need to succeed:

• A minimum of 5 years' experience in either an HR, or Customer Success role.
• Experience working with multiple stakeholders within clients.
• Strong business acumen and fluency in business jargon.
• Experience as a freelancer or working in a start-up.
• Experience using CRM (HubSpot preferable), with an understanding of utilizing technology platforms to drive automation and scalability.
• A commercially driven mind who can spot opportunities for growth and development in accounts.
• Strong ability to set, meet, and exceed KPIs and performance goals.
• Great judgment.
• Verbal and written fluency in English and French

What people would say about you:

• You have an entrepreneurial mindset and are autonomous
• You're able to work in an environment with limited structure and processes
• You're excited to tackle new challenges head-on
• You're extremely curious
• New opportunities and potential challenges excite you
• You have a bias for action—you're a doer
• You're open, trustworthy, and committed
• You're a team player

Benefits:

What you'll get:

• €40,000-60,000 + commission + equity.
• Remote work.
• Plenty of room for growth as our ambitious team grows too.
• Access to your professional coach via our app.
• Regular training and development.

Why join us?

You want to join a startup that has a positive impact on the world. You share our values:

• Adaptable: Creativity, flexibility, and efficiency in responding to challenges.
• Strive for Greatness: Pushing ourselves to deliver outstanding performance in everything we do.
• Open: We support and embrace a variety of experiences, thoughts, preferences and personalities.
• Honest: Always transparent and truthful.
• Fun: Fostering connection through a playful approach.

About Your Application:

Please submit your application in English, as it's our company language, and you'll be using it extensively if you join us.