Customer Success Manager

Sago; Toronto; On-site; CAD 70,000 - 95,000; Full time

Job summary

Sago is seeking a Customer Success Manager to lead Insight Communities and foster consultative client relationships. The role focuses on delivering business goals, exceptional member experiences, and timely insights.

You will manage community health, collaborate with cross-functional teams, and guide strategic activities to maximize value for clients. You should bring 3–4 years of client-facing market research experience, strong English communication, and the ability to design creative solutions

Qualifications

• Bachelor’s Degree or equivalent.
• 3-4 years of client-facing experience in market research and Insight Communities.
• Experience in research design, reporting, data analysis, international data collection, multi-mode methodology is a plus.

Responsibilities

• Manage community setup, recruitment, engagement, incentive management, renewal, and health.
• Collaborate with sales to understand client needs and provide proactive, tailored recommendations.
• Design solutions using available tools and processes to exceed client expectations.
• Serve as the primary contact for clients, internal teams, and external vendors.
• Lead client calls and strategize activities to keep communities engaged.
• Manage vendors and partners to keep projects on schedule and within budget.
• Ensure timely completion of deliverables, including invoicing deadlines.
• Monitor program elements and manage issues to resolution.
• Work within Sago systems throughout the project life cycle.

Skills

Technical orientation

Consultative selling

Client relationship management

Analytical thinking

Communication skills

Problem solving

Team player

English fluency

Education

Bachelor’s degree or equivalent

Tools

MS Office (Excel, Word, PowerPoint)

Alida (DIY survey tools)

Job description

CUSTOMER SUCCESS MANAGER

POSITION SUMMARY:

Lead the delivery of Insights Communities while building strong, consultative relationships with clients. Ensure each program meets business goals and delivers an exceptional member experience and insights.

KEY JOB RESPONSIBILITIES:

• · Manage community setup, recruitment, engagement, incentive management, renewal, and overall health.
• · Collaborate with sales to understand client needs and provide proactive, tailored recommendations.
• · Design creative solutions using available tools and processes to exceed client expectations.
• · Serve as the primary contact for clients, internal teams, and external vendors, fostering and maintaining successful relationships with all parties.
• · Lead client calls, strategize on activities to keep community engaged.
• · Manage vendors and partners to ensure projects stay on schedule and within budget.
• · Ensure timely completion of all deliverables, including meeting deadlines for invoicing.
• · Continuously monitor program elements, anticipate/identify potential problems, and manage to resolution.
• · Work within Sago systems effectively throughout life cycle of project.
• · Work collaboratively with clients to provide timely updates on community status.
• · Collaboration and supporting internal and external teams including programming, data processing, insights and reporting (quant and qual).
• · Validation and preparing of deliverables (datasets, reports, engagement activities/calendars, communications to community members, incentive management).
• · Meet clients’ timeline expectations and highest quality of deliverables in the most efficient way maintaining margin for projects.
• · Work in accordance with the SOP's of company.
• · Other duties as assigned.

CORE COMPETENCIES:

• · Technical orientation, logical thinking, analytical and solution-oriented mind
• · Customer service, multi-tasking, and time management skills
• · Quickly adopts to changes and new processes
• · Superior communication and consultative skills
• · Focus on quality and attention to detail
• · High work ethic and team player attitude
• · Client Focus
• · Effective communication skills – written and oral
• · Collaboration and Teamwork
• · Ability to multi-task and flexibility
• · Decision Making and Problem Solving
• · Fluent in English (written and oral)

QUALIFICATIONS

Education:

• · Bachelor’s Degree or equivalent

Experience:

• · Must have 3-4 years of client-facing experience in a market research environment and Insight Communities.
• · Experience with research design, reporting, data analysis, international data collection, multi-mode methodology, is a plus.

Computer Skills:

• · Advanced MS Office skills (Excel, Word, PowerPoint) required
• Experience in DIY survey tools (e.g. Alida) is a plus