Customer Success Manager

RouteThis; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A growing tech company in Toronto seeks an Intermediate Customer Success Manager to optimize customer ROI and build strong relationships. The ideal candidate has over three years of SaaS experience, strong data analysis skills, and the ability to support clients effectively. Join a high-growth team and help clients succeed with their products.

Qualifications

• 3+ years of experience in a Customer Success Manager role in SaaS.
• Proven ability to run QBRs, EBRs, and ROI discussions.
• Experience managing technical products and making small tweaks.

Responsibilities

• Act as main point of contact for customer inquiries post-sale.
• Develop and implement customer success plans with internal partners.
• Analyze partner data to identify trends and issues.

Skills

Excel data analysis

Customer relationship management

Training and enablement

Multi-tasking

Technical product management

Job description

Overview

We are searching for an intermediate level Customer Success Manager to be our portal into our customers' businesses. You will be accountable for a portfolio of clients with the goal of optimizing and maximizing each customer's ROI from the RouteThis tool to keep them healthy and renewing. You will be empowered to manage that relationship from end to end, gaining a deep understanding of our customers' needs and leveraging the best possible solutions to make us mutually successful. If you have previous CSM experience, are motivated, intelligent, and keen to work hands-on in a high-growth team you should definitely apply!

Responsibilities

• Act as the main point of contact for customers post-sale, ensuring they have the tools and support they need to successfully use RouteThis products.
• Work with internal partners to develop and implement full life cycle customer success plans.
• Perform light training and enablement for new customer hires or initiatives
• Analyze partner data to look for patterns, trends, and errors in Excel and Sigma - if you can pivot table like a pro that is super helpful.
• Share new products and features with customers in order to secure increased revenue from upsells.
• Work to ensure partners renew their contracts annually.

Experience Requirements

• Over three years of experience in a similar role (SaaS CSM).
• Proven experience running QBRs, EBRs and ROI conversations.
• Ownership over renewal and upsell conversations.
• Experience interacting directly with all levels of customers.
• Ability to write documents and training materials.
• Ability to multi-task, prioritize, and manage time effectively.
• Be a highly motivated, driven and self-starting individual who can hit the ground running to meet targets.
• Experience managing technical products and making small tweaks to those products (i.e. through JSON, HTML, scripts, or similar).
• Thrive in a fast-paced environment and be comfortable developing the role as the company grows.
• Work well in a team setting to meet direct goals each week.
• Be competitive; understand customer needs and help us to meet those individual needs quickly.