Customer Success Manager

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

Job summary

卡杯 seeks a Customer Success Manager to lead Insights Communities, ensuring programs meet business goals and deliver exceptional member experiences and insights. You will drive community setup, engagement, incentive management, renewal, and overall health.

You will collaborate with sales to tailor recommendations, design solutions, and serve as the primary client contact, coordinating with internal teams and external vendors to keep projects on schedule and within scope.

Qualifications

• Bachelor’s degree or equivalent.
• 3–4 years of client-facing experience in market research or Insight Communities.
• Experience with research design, reporting, data analysis is a plus.

Responsibilities

• Lead delivery of Insights Communities and build consultative client relationships.
• Manage community setup, recruitment, engagement, incentives, renewal, and health.
• Collaborate with sales to understand client needs and provide tailored recommendations.
• Design solutions using available tools to exceed client expectations.
• Serve as primary contact for clients, internal teams and vendors throughout projects.
• Lead client calls and strategize activities to keep communities engaged.
• Ensure deliverables are completed on time, within budget and meet quality standards.

Skills

Client focus

Communication

Analytical thinking

Team player

Problem solving

Multitasking

Education

Bachelor’s Degree or equivalent

Tools

MS Office

Alida

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