Customer Success Manager

Thinkpivot Talent Solutions; Toronto; On-site; CAD 75,000 - 95,000; Full time

Job summary

A leading tech recruiting firm is seeking a pre/post sales engineer in Toronto to focus on onboarding and maximizing SaaS usage for government clients. This position involves 80% customer success and 20% pre-sales activities, including leading training webinars and maintaining customer relationships. Experience in Govtech and SaaS onboarding is essential for this role. Exceptional communication skills are necessary to manage customer engagements effectively.

Qualifications

• Experience in pre/post sales roles, ideally with Govtech focus.
• Strong understanding of SaaS products and customer success.
• Ability to lead customer onboarding and training efforts.

Responsibilities

• Support Sales with prospect discovery and demos.
• Lead customer onboarding and monthly education webinars.
• Manage customer relationships and conduct quarterly check-ins.
• Own and lead in-person customer visits.

Skills

SaaS onboarding

Customer relationship management

Public sector experience

Webinar presentation skills

Job description

We are recruiting for a pre/post sales engineer with experience in Govtech. Ideally you have experience onboarding and maximizing SAAS usage for SLED level government.

• This role is 80% post sales/customer success and 20% pre sales.
• Main focus will be SaaS products, but the role isn’t limited to SaaS.
• Owner and point person for the areas below (excluding support tickets):
• Support Sales with prospect discovery and demos (secondary for the 1st year; primary focus remains onboarding, customer success, and renewals)
• Lead customer onboarding and training, including monthly education webinars
• Own and manage product sheets (features, use cases, screenshots), plus customer feedback, use cases, testimonials, case studies
• Manage customer relationships, including quarterly check-ins
• Own and lead in-person customer visits
• Own renewal communications and renewal planning
• Maintain primary ownership for all SaaS customers (excluding support tickets)
• Customer Support/QA has a dotted-line reporting relationship
• Own SaaS RFP/RFI responses
• Provide secondary support for complex/tricky support emails
• Support demos