Customer Success Manager

InTime; Vancouver; Hybrid; CAD 65,000 - 75,000; Full time

Job summary

A leadership firm in SaaS seeks a Customer Success Manager in Vancouver. The role focuses on building customer relationships, driving product adoption, and reducing churn through strategic account management. Ideal candidates will possess a bachelor's degree and have at least 3 years of experience in customer-facing roles, preferably within the SaaS industry. A competitive benefits package and opportunities for advancement are offered.

Benefits

Commuter benefits

Company events

Dental care

Extended health care

Life insurance

On-site gym

Paid time off

Complimentary office lunches

Qualifications

• Proven experience with at least 3 years in customer-facing roles; experience in the SaaS industry preferred.
• Technical aptitude to understand technical issues and articulate product features.
• Strong leadership and team management skills.

Responsibilities

• Own the customer lifecycle from Implementation handoff, through product adoption, renewal, and expansion phases.
• Develop strong, long-term relationships with key stakeholders across multiple levels.
• Lead the renewal process for subscription-based accounts to ensure high renewal rates.

Skills

Customer relationship management

Upselling

Analytical skills

Interpersonal skills

Problem-solving

Education

Bachelor's degree in business, marketing, or related field

Tools

Salesforce

Zoom

Slack

Jira

Miro

Asana

Job description

About Us

At InTime, we are dedicated to becoming the market leader in SaaS staff scheduling and workforce management software for public safety organizations — including Police, Fire, Corrections, and 911. Our mission is to become essential to our public safety customers, supporting them to be the best they can be so they can best protect their communities. With over 20 years of experience, we offer a stable yet fast-moving environment where collaboration, accountability, and fun are core to our culture.

Role Summary

As a Customer Success Manager (CSM), you will be at the forefront of building customer relationships and ensuring our clients achieve their desired outcomes through adoption of our scheduling and workforce management platform. Your primary goals are to drive product adoption, expand revenue through upselling, and reduce churn by building trusted partnerships with our clients.

Responsibilities

• Drive Customer Adoption: Own the customer lifecycle from Implementation handoff, through the product adoption, renewal, and expansion phases, ensuring a smooth and consistent customer journey.
• Develop success plans tailored to agency objectives which include ongoing product learning and training.
• Ensure agencies understand how to use and leverage core modules and features effectively.
• Assist our agency clients while driving deeper understanding of InTime’s products and modules to meet their agency objectives.

Relationship Management

• Develop strong, long-term relationships with key stakeholders across multiple levels within an agency and beyond, such as associated municipal, county, and state/provincial organizations.
• Navigate existing customer agencies to better understand their business objectives and align our solutions with their needs.
• Ensure InTime has the highest level of relationships within the agency’s organization – “Level Up”

Retention and Upselling Strategies

• Conduct strategic account planning and business reviews to identify agency needs and problems
• Identify solutions to drive opportunities for upselling additional modules and products within existing accounts, collaborating with the sales team when necessary.

Reduce Churn

• Monitor health scores, NPS, CSAT, and other usage metrics to proactively identify and address potential issues.

Customer Advocacy

• Work with customers to define measurable success outcomes in the public safety industry such as, cost savings, operation efficiency, and increased staff productivity.
• Cultivate customer advocates by identifying satisfied customers willing to participate in case studies, testimonials, and other promotional activities.
• Leverage customer success stories to enhance brand reputation and attract new business.
• Serve as the voice of the customer internally, providing feedback on product improvements and sharing best practices.

Renewal Management

• Lead the renewal process for subscription-based accounts to ensure a high renewal rate and achieve minimum retention metrics of 96% for a given reporting period, such as the quarter or fiscal year.
• Engage proactively with customers to understand their evolving needs, reinforce the value of our solutions, and mitigate risks.

Data-Driven Decision-Making

• Utilize customer data and analytics to make informed decisions, identify trends, and drive initiatives that positively impact customer success.
• Achieve OKRs and performance metrics to measure the effectiveness of customer success initiatives and team performance.
• Use Salesforce, product usage metrics, and other analytical tools to track customer engagement, adoption rates, and success goals, to maintain healthy accounts.

Crisis Management

• Handle and escalate critical customer issues to provide guidance and support to ensure prompt resolutions.
• Work collaboratively with the commercial and executive teams to manage and mitigate any potential customer challenges.

Cross-Functional Collaboration

• Collaborate with other departments, including Sales, Product Management, Development Operations, Marketing, and Leadership team to ensure a cohesive and aligned customer experience.

Professional Development

• Stay abreast of industry trends, emerging technologies, and best practices in customer success.
• Participate in yearly professional development plans by way of training programs, conferences, and other industry programs.

Qualifications

• Bachelor’s degree in business, marketing, or a related field
• Proven experience with at least 3 years in customer-facing roles; experience in the SaaS industry preferred
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Technical aptitude to understand technical issues and articulate product features
• Experience with CRM tools (Salesforce), virtual communication tools (Zoom, Slack) and productivity tools (Jira, Miro, and Asana) is preferred

Qualities and Competencies

• Strategic thinker with a focus on achieving customer success and business outcomes
• Strong analytical and problem-solving skills
• Excellent organizational and people management abilities
• Ability to thrive in a fast-paced, dynamic environment
• Exceptional interpersonal and relationship-building skills

Why Join InTime?

• Competitive Benefits: Comprehensive medical, dental, and vision coverage.
• Hybrid Work Environment: Flexibility to work both from home and the office.
• Growth Opportunities: Transparent career development and opportunities for advancement within a growing organization.
• Collaborative Culture: Work closely with a team of experienced executives with over 20 years of expertise in SaaS and public safety sectors.
• Impactful Work: Lead initiatives that will directly contribute to the long-term success and growth of the company.
• Fun and Engaging Environment: A fast-paced, performance-driven culture where you’ll be part of a team that makes a significant impact.
• Additional Perks: Complimentary office lunches, great gym facilities and bike storage and a supportive, caring environment.

Learn more about InTime at www.intime.com

Benefits

• Commuter benefits
• Company events
• Dental care
• Extended health care
• Life insurance
• On-site gym
• Paid time off

Salary: $65,000 - $75,000 Annually