Customer Success Manager

OneVest; Toronto, Calgary; On-site; CAD 80,000 - 110,000; Full time

Job summary

OneVest, a leading technology company, seeks a Customer Success Manager to engage with enterprise clients, ensuring their satisfaction and product adoption post-implementation. This role requires strong communication skills, experience in the tech or fintech industries, and a passion for customer advocacy within a dynamic, collaborative environment.

Benefits

4 weeks of vacation

Flexible working environment

Comprehensive health benefits

Employee Stock Option Plan

Qualifications

• Minimum 5 years in Customer Success, Account Management, or similar role within SaaS or fintech.
• Exceptional communication and ability to present to various organizational levels.
• Ability to develop B2B customer success strategies.

Responsibilities

• Own ongoing customer relationships and ensure satisfaction post-implementation.
• Identify opportunities for cross-sell/upsell and manage escalations.
• Collaborate with internal teams for process improvements.

Skills

Communication

Interpersonal Skills

Strategy Development

Customer Advocacy

Job description

OneVest is a fast-growing technology company on a mission to Power the World’s Wealth by revolutionizing how financial institutions deliver wealth management services. We are an innovative team that thrives on creativity, collaboration, and the pursuit of excellence. We’ve been listed as one of Forbes's best start-up employers, and named on the WealthTech100 list for 2024. OneVest is backed by notable investors including Salesforce Ventures, Allianz Life Ventures, TIAA Ventures, OMERS Ventures, Fin Capital, Deloitte Ventures, and more. If you’re passionate about finance, technology, and making a real impact, this is the perfect opportunity to be part of something big.

We’re seeking a full-time Customer Success Manager to support our post-implementation, in-market enterprise cuReporting to the Director of Customer Success, you’ll be a prominent face for the company post-implementation and gather, distill, and communicate key insights about how customers use our product in a live environment.

What you’ll be doing:

Customer Engagement & Relationship Management (50%)

• Own the ongoing relationship with your customers following implementation completion; assisting with adoption, growth, and ongoing customer satisfaction
• Advocate on behalf of customers as it relates to success meetings, quarterly business reviews, and other touchpoints with key stakeholders and senior leadership
• Prepare and deliver regular status updates to internal/external stakeholders, including progress on KPIs, successful outcomes, and feedback on both the solution and services during biweekly meetings and through periodic executive-level reports
• Ensure a positive customer experience by appropriately managing escalations, identifying risks early, and tracking them through to resolution

Adoption, Growth & Enablement (30%)

• Establish a strategic advisory relationship with your assigned customers and drive continued value of OneVest products and services
• Empower customers to execute their strategies by providing expertise on the OneVest platform while highlighting key features and functionality
• Identify cross-sell/upsell opportunities by showcasing advanced modules or feature sets that align with the customer’s business goals and ensuring seamless implementation when required
• Collaborate with customers to identify opportunities to leverage the solution to improve business efficiency, grow their assets under management (AUM), and drive overall business growth
• Conduct training with customers across relevant modules, ensuring they are equipped to leverage the OneVest platform

Internal Collaboration & Process Improvement (20%)

• Collaborate with internal teams (Product & Technology, Implementation, Revenue) to improve the seamless transition of the customer from implementation to business as usual
• In collaboration with internal teams (Product and Implementation), contribute to development of customer-facing content; training documentation, knowledge base, and FAQs
• Continuously contribute to improving internal processes, procedures, and templates to ensure a seamless customer experience
• Identify customers best-suited to participate in research and co-development opportunities as well as participate in the identification of new features

Who we're looking for:

• Minimum of 5 years of experience in the technology industry in Customer Success, Account Management, or similar role within SaaS, fintech, and/or wealth management
• Exceptional communication and interpersonal skills: you can command a room of executives in the same way as a group of contributors
• Proven ability to develop strategies and standard operating procedures for B2B customer success, account management and/or customer enablement
• Demonstrated ability to present, and influence credibly and effectively at all levels of organizations of varying sizes and complexities
• Must be flexible with working hours in order to meet our customer’s needs and respond to inquiries in a timely matter

What It’s Like To Work With Us:

• Culture: It’s fun, rewarding, fast-paced - and we build cool stuff, too!
• Vacation: 4 weeks of vacation in addition to a company wide shutdown between Christmas and New Year
• Flexibility: A flexible & hybrid working environment
• Health & Wellness: Comprehensive Group Health, Dental and Vision Benefit Plan right from the start
• Equity: Employee Stock Option Purchase Plan

Sound like a good fit? Apply today!
Don’t meet every single requirement? We encourage you to apply anyways. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we would still like to review your resume. You may be just the right candidate for this or other roles.

OneVest is dedicated to fostering a diverse, equitable, and inclusive workplace. We encourage applications from individuals of all backgrounds, including those with visible and non-visible disabilities. If you require accommodations at any stage of the recruitment and selection process, please reach out to [e-mail] and we’ll be happy to support you.

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