Customer Success Manager

Knak; Ottawa; On-site; CAD 70,000 - 90,000; Full time

Job summary

A mission-driven technology company in Ottawa is seeking a Customer Success Manager to engage with customers and ensure their success with our platform. The ideal candidate should have over 3 years of experience in Customer Success, be tech-savvy, and possess strong communication skills. This role emphasizes building relationships and enhancing customer experience. We offer a rewarding work environment with competitive salaries and great benefits.

Benefits

Competitive salary

Equity

Great benefits

Paid vacation

Life leave days

Team lunches and off-sites

Qualifications

• 3+ years of experience in Customer Success/Service.
• Ability to thrive in a fast-paced tech environment.
• Strong business acumen with critical thinking skills.

Responsibilities

• Build deep relationships with our customers and ensure overall positive sentiment.
• Proactively recommend solutions that address client needs.
• Help actively manage and improve the customer experience.

Skills

Customer Success

Analytical thinking

Strong communication skills

Relationship building

Tech-savvy

Tools

SFDC

Gainsight

Intercom

Tableau

Marketo

Job description

Overview

Knak is a mission-driven company. Our time is limited, competition is fierce, and our margin for error is small. To have the greatest impact, we are laser focused on our core mission: Empowering people to be creative. Knak is a world-class enterprise email and landing page creation platform focused on making customers successful and happy by providing a powerful yet easy-to-use creation platform. Our industry-leading SaaS solution is built by Marketers, for Marketers. Emails and landing pages are where the rubber hits the road in Marketing Automation. We change the way Marketers work by making them more efficient, improving campaign conversion rates, and helping them stay on brand. We also have a bit of fun along the way.

Role: Our Customer Success team is looking for a Customer Success Manager (CSM) to join the team. The CSMs are the customer’s main point of contact for Knak and campaign creation best practices. They will ensure customer success post-implementation by meeting with customers regularly and working with key contacts to push for a global campaign creation transformation to unlock Knak’s full potential and value. The CSMs will be product and campaign creation process experts. They will be responsible for renewing, upgrading, and cross-selling accounts as well as generating Customer Success Qualified leads for an Account Management team. The CSM will be the customer’s trusted advisor and partner, and should be considered an extension of the customer’s team.

Your Responsibilities

• Build deep relationships with our customers and ensure overall positive customer sentiment
• Understand the customer’s current state, goals, and desired value outcomes; identify gaps to reach those outcomes
• Build a success plan to achieve the desired outcome
• Measure the client’s results and progress with metrics important to the customer
• Create and maintain account plans to map each customer from organization structure, business information, process maps, and more
• Proactively recommend solutions that address client needs
• Provide customers with focused training, education and best practices
• Identify high-value at-risk customers and lead recovery plans
• Be the voice of the customer internally and drive continuous product improvements from feedback
• Encourage deeper product adoption and ensure clients recognize Knak’s value
• Identify and act on opportunities for growth
• Help actively manage and improve the customer experience/journey

What You Should Have

• 3+ years of experience in Customer Success/Service
• Ability to thrive in a fast-paced, evolving tech environment and manage competing priorities
• Tech-savvy with a passion for learning and teaching new technologies
• Strong business acumen with critical thinking skills applying best practices across marketing campaigns, campaign design, process, ROI, data analysis, etc.
• Analytical thinking to derive insights from data
• Ability to leverage data to identify trends and insights
• Ability to build relationships with senior executives and partner with them
• Strong communication skills for in-person and digital presentations, networking, and written communication
• Commercial drive to see accounts grow and expand within an organization
• Measurable on GRR, NRR, CSQLs, NPS, and Account Health Score

Nice To Haves

• Experience with email or landing pages (Marketing, WYSIWYG editors or HTML/CSS)
• Experience with SFDC, Gainsight, Intercom, Tableau, Sequel DB, or Marketo
• Experience in a start-up SaaS/Tech environment

What We Offer

At Knak we have four foundational pillars: culture, customers, product, and growth. Culture is the number one pillar because it is at the core of building a strong company that can build amazing products and delight our customers. We hire smart, positive people who want more than the typical nine-to-five.

We offer a rewarding work environment recognized by Ottawa’s Best Places to Work 2024. We invest in our people with competitive salaries, equity, great benefits, paid vacation, life leave days, team lunches and off-sites, and a commitment to career growth.

If this sounds like something you’re looking for, we’d love to hear from you.

If you do not see yourself fully reflected in every job requirement, we still encourage you to apply. We encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences. Knak believes in an inclusive, barrier-free working environment. If you require any accommodation during the interview process, please contact [e-mail].