Customer Success Manager - East Coast

Minga; Toronto; Remote; CAD 70,000 - 80,000; Full time

Job summary

Minga is seeking a dedicated Customer Success Manager to join their team. In this full-time role, you will ensure customer satisfaction by supporting onboarding, maintaining relationships, and advocating for customer needs. This remote position offers competitive pay and professional growth opportunities.

Benefits

Comprehensive health, dental, and vision care

Vacation days, holidays, and sick leave

Professional development and training opportunities

Team-building events and social gatherings

Qualifications

• 3+ years relevant customer success experience.
• Experience in SaaS environment and with enterprise/tier 1 customers.
• Strong attention to detail and excellent communication.

Responsibilities

• Ensure smooth onboarding and maintenance of customer relationships.
• Act as the main point of contact for assigned customer accounts.
• Monitor customer usage data and analyze key metrics for improvement.

Skills

Communication skills

Problem-solving

Multitasking

Customer empathy

Detail-oriented

Tools

Hubspot

Zoom

Job description

We're looking for someone who is an exceptional relationship builder, account manager and communicator. If this sounds like you, keep reading! If it's not quite your forte yet, master it and then consider applying in the future.

This role is full time, Monday - Friday; remote based out of the East Coast GTA

The expected start date for this role is June 2025

Associate Customer Success Manager $60-70K

Intermediate Customer Success Manager $70-80K

Your Responsibilities :

As a vital member of our Customer Experience team, you'll serve as the Customer Success Manager, responsible for the following :

• Ensure smooth onboarding of new customers, guiding them through the implementation process, and assisting with any setup or integration issues.
• Build and maintain strong relationships with key customers
• Serve as the main point of contact for assigned customer accounts, understanding their business needs, goals, and challenges (Manage high volume of up to 100 customers)
• Act as the voice of the customer within the company, advocating for their needs, requirements, and feedback to relevant teams such as product development and marketing.
• Provide training sessions to help customers maximize the value of the product or service they have purchased.
• Anticipate customer needs and proactively address potential issues before they arise, providing solutions and recommendations to improve their experience.
• Monitor customer usage data and analyze key metrics to identify trends, opportunities, and areas for improvement. Provide regular reports and insights to customers and internal stakeholders.
• Work closely with the sales team to ensure timely renewal of customer contracts, engaging in renewal discussions, and addressing any concerns or objections.
• Identify opportunities to upsell or cross-sell additional products or services that would benefit the customer and help them achieve their goals.
• Collect feedback from customers and use it to drive product improvements and enhancements.
• Monitor the health of customer accounts, identifying signs of potential churn and taking proactive steps to mitigate risk and retain customers.
• Develop and execute customer success plans tailored to each customer's unique goals and objectives, outlining milestones, success criteria, and action items.
• Work closely with cross-functional teams such as sales, product, marketing, and support to ensure a seamless customer experience and alignment on customer priorities.

Your Qualifications :

This role requires 3+ years relevant customer success experience :

• Experience working in a SaaS environment
• Experience working with enterprise / tier 1 customers
• Experience with 1 : 1 virtual onboarding & support
• Working knowledge of zoom and managing multiple time zones
• Excellent communication skills, both verbal and written, with a friendly and professional demeanor
• Experience in handling customer inquiries via various channels such as email, chat, and phone
• Strong problem-solving abilities to efficiently resolve customer issues and inquiries
• Experience using a CRM (we use Hubspot)
• Ability to multitask and prioritize tasks effectively in a fast-paced environment
• Empathy and patience when dealing with customer concerns or complaints
• Willingness to learn and adapt to new technologies and updates in the SaaS industry
• Capability to work collaboratively with cross-functional teams
• Strong attention to detail to ensure accurate documentation of customer interactions and resolutions
• Proactive mindset to identify recurring issues and suggest improvements to enhance the overall customer experience.
• Maintaining a positive attitude, enjoying life, and balancing work with fun, not taking things too seriously.

The Perks :

Embrace the perks of a remote work environment, along with comprehensive health, dental, and vision care. Enjoy your well-deserved vacation days, holidays, and sick leave. Seize opportunities for professional development and training on the job. Our team-building events, holiday parties, and social gatherings are the icing on the cake.

Join the Minga Movement!

Are you ready to embark on an exciting career journey with Minga? Apply now and become part of a team of professionals dedicated to creating positive change in K-12 education! If you aren't the ideal candidate, that's OK too! If you don't have the related experience we are looking for in some way but still think you'd be great, apply anyways and tell us why.