Customer Success Manager

MediaValet; Vancouver; Hybrid; CAD 75,000 - 95,000; Full time

Benefits offered by this job

Work from Home stipend

4 weeks paid time off

Comprehensive health and benefits plan

Paid day off to volunteer

Family support programs

Job summary

MediaValet is seeking a Customer Success Manager in Vancouver to enhance customer engagement and support successful platform adoption. You will collaborate with Account Managers to develop tailored success plans, track metrics, and provide ongoing product guidance. The role requires 2-5 years of experience in customer success or account management, with a solid understanding of B2B SaaS. The position offers flexibility to work from home and an excellent benefits program including 4 weeks of PTO and a comprehensive health plan.

Qualifications

• Experience in a B2B SaaS environment with a track record in customer satisfaction.
• Ability to manage a portfolio of accounts while prioritizing based on metrics.
• Experience in providing product training and troubleshooting.

Responsibilities

• Assist customers in adopting the platform and developing success plans.
• Define and track metrics to ensure customer goals are met.
• Identify opportunities to expand MediaValet's use with clients.

Skills

Customer relationship management

Strategic thinking

Communication skills

Organizational skills

Education

2-5 years in customer success or account management

Tools

CRM systems

Cloud Computing

Marketing Automation

API

Job description

Are you passionate about building strong relationships and helping customers unlock the full potential of their technology?

We’re looking for a Customer Success Manager to join us at MediaValet for PST working hours.

In this role, you’ll play a pivotal part in ensuring our customers achieve their goals by successfully adopting and maximizing the value of our platform. You’ll collaborate closely with Account Managers to develop tailored success plans, track key metrics and risk, and proactively identify opportunities to enhance customer engagement. Your ability to translate complex technical concepts into actionable insights will be crucial in driving long‑term customer satisfaction and retention.

Key Responsibilities

• Assist customers in adopting and maximizing the value of our platform by developing and executing tailored success plans in collaboration with the Account Manager.
• Define and track success metrics for each customer to ensure their goals are met, using data to monitor usage patterns and suggest optimizations.
• Identify opportunities to expand the use of MediaValet within customer organizations by mapping additional features and services to their business needs.
• Provide ongoing guidance and product training to customers, proactively addressing questions, and resolving issues to create happy clients.
• Troubleshoot and investigate customer challenges, testing workflows, leveraging internal resources, and identifying practical solutions before escalating internally.
• Act as a project manager for customer initiatives such as onboarding new business units, feature rollouts, data services projects, and guiding asset migrations.
• Manage a large portfolio of accounts (200+) prioritizing outreach based on ARR, health score, usage data, and business impact.
• Collaborate with Account Management, Product, and Marketing teams, offering perspective and sharing client feedback that guides our strategy and vision.

To Be Successful In This Role, You

• Strong organizational skills with attention to detail and the ability to think strategically to align platform capabilities with customer objectives and milestones.
• Excellent relationship‑building skills and a customer‑centric approach, working closely with the Implementation Team and Account Managers to ensure a cohesive client experience.
• The ability to effectively communicate complex technical concepts to a non‑technical audience.
• Become a deep subject matter expert in the product and pass on your knowledge to clients, ensure they are receiving the maximum possible value.
• Be proactive and engage with a large number of clients on an ongoing basis to ensure regular touch points are created. Help identify risk and expansion opportunities for Account Managers.

Qualifications

• 2‑5 years of experience in customer success, client service, or account management, preferably in a B2B SaaS environment, with a track record of meeting or exceeding customer satisfaction and retention goals.
• Experience managing a portfolio of accounts and prioritizing based on ARR and available metrics.
• Experience working with multiple stakeholders from end users to stakeholders.
• Experience running clients through product training, demos, or technical troubleshooting.
• Experience with DAM, CRM, Marketing Automation, Cloud Computing, API, iPaaS, and SSO/IAM systems an asset but not required.

Why Work at MediaValet?

• Work from Home: It’s up to you. We have team members across the country and help you set your home office up with a generous stipend. For those in Vancouver, if you want to come into our office in Yaletown, you totally can – at your discretion.
• Paid Time Off: We have a generous PTO program, which includes 4 weeks’ vacation, personal wellness days, sick days, your birthday off, and a paid day off to volunteer!
• Home for the Holidays: We shut down operations between December 25th and January 1st every year to allow people to spend time with their families (and not use up vacation time) – and have done so since MediaValet was founded in 2010.
• Comprehensive Health & Benefits Plan: From Day 1, we offer a competitive health and benefits plan which includes an Employee and Family Assistance Program (EFAP).
• Great Location: We are headquartered in the historic Yaletown district of Vancouver, Canada; there’s plenty of food, shops and walkable areas around; and it’s close to transit.
• Family Focused: We’re committed to providing a career that’s family‑friendly and have the parental support and leave programs to back that up.
• Committed to Diversity & Inclusion: Our diverse backgrounds, skills, abilities, and experiences make us stronger. We work hard to make MediaValet a place where everyone is valued, heard and respected.