Customer Success Manager, Insightly

Unbounce; Canada; Remote; CAD 70,000 - 90,000; Full time

Job summary

A leading company in digital marketing solutions is seeking a Customer Success Manager to enhance customer engagement and retention for Insightly. The role involves collaborating with various teams to ensure customer satisfaction and success. Ideal candidates will have a strong background in customer-facing roles, particularly within SAAS, and possess excellent communication skills. Join a remote-first team that values individuality and fosters a culture of innovation and growth.

Benefits

Flexible Time Off Policy

Health Insurance

Employee Assistance Program (EAP)

Quarterly Company Wide Recharge Days

Maternity & Parental Leave Program

$2000 Lifestyle Spending Account (LSA)

Weekly Virtual Yoga Classes

Team Building Budget

Referral Program ($1000)

Professional Development Budget

Qualifications

• Minimum 3 years experience in a customer-facing role in SAAS.
• Fluent in both written and oral English.

Responsibilities

• Developing trusted adviser relationships with Insightly customers.
• Consistently engaging customers through frequent check-ins.
• Helping identify and drive customer expansion and renewals.

Skills

Customer Orientation

Self-motivation

Time and Resource Management

Communication

Tools

CRM tools

Job description

We’re a results focused, customer-obsessed company motivated by our passion for empowering digital marketers to achieve success with their campaigns. With intuitive landing page builders and a comprehensive suite of AI-powered features, our platform helps you grow smarter.

In 2024, Unbounce, a leading landing page creation and conversion optimization platform, merged with Insightly, a CRM and marketing automation platform. We’re beginning to move toward a unified brand, making it an exciting time to join and help shape our product strategy. In the meantime, you’ll get to know two powerful tools that simplify how marketing and sales teams collaborate.

Our team's technical expertise and creativity work together to drive our mission forward every day. We strive to be a workplace of inspired minds by fostering an environment where innovative thinking is encouraged, and where everyone is given the opportunity to grow and contribute to the achievement of their goals. We aim to continue being an innovative and inspiring company that both our customers and employees admire—and we invite our future team members to join us!

About the role:

We’re looking for a Customer Success Manager to help us drive success for our Insightly customers. You will work on engagement and retention of your portfolio while partnering with Growth, Marketing, and Product to share what you’re hearing from customers, and help influence our product and processes. In this role you will be part of the Customer Success team and report directly to the Senior Manager, Customer Success.

** Please note that our Talent Acquisition team will not reach out to you through channels like WhatsApp or text or Messenger. All communication will be through official Unbounce email domains. Please double check the correct spelling in domains of any email communication you receive representing Unbounce.

Job responsibilities:

• Developing a trusted adviser relationship with Insightly customers using Zoom and email as the primary contact sources
• Consistently engaging customers in your book of business through frequent check ins and Business Reviews, focusing on feature adoption and overall engagement with the product
• Providing timely recommendations and educating Insightly customers based on their business goals and utilization insights
• Helping identify "at-risk" accounts and developing re-engagement strategies
• Helping identify and drive customer expansion and renewals
• Identifying customer needs and collaborating with the Product team to ensure customer success with special emphasis on upgrades and renewals
• Collaborating cross-departmentally with other stakeholders to identify customers for internal projects, user research, case studies and more
• Advocating for our customers through customer stories; sharing trends and insights with internal stakeholders to guide product development
• Mastering Insightly and deeply understanding our customers’ use cases
• Keeping well-informed of competitive products and solutions and what makes Insightly unique
• Represent the Insightly customer base in interdepartmental meetings/projects

Job requirements:

• Minimum 3 years experience in a customer-facing role in SAAS.
• You are fluent in both written and oral English
• Background in digital marketing, or foundational knowledge of it
• Experience using CRM tools a bonus
• The role is remote but due to customers in EU and APAC , the EST time zone would be better
• Customer Orientation: The ability and willingness to find out what the customer wants and needs and to act accordingly, taking the organization’s costs and benefits into account.
• Self-motivation: A key element of emotional intelligence, self-motivation includes our personal drive to improve and achieve, commitment to our goals, initiative, or readiness to act on opportunities, and optimism and resilience.
• Time and Resource Management: The ability to manage a high volume of deliverables and effectively prioritize and complete tasks.
• Communication: The ability to respectfully and effectively communicate ideas and information verbally and in writing to ensure that messages are understood and have the desired impact. Communication includes listening skills, giving and receiving feedback, public speaking skills, presentation skills and non-verbal communications.

Accountability: Being accountable and passing on accountability for one's own actions and those of colleagues and the organization. Being accountable for your results against customer metrics.

• Experience with reporting tools and CRM best practices

What’s in it for you:

Flexibility and Time Off

• Flexible Time Off Policy - We encourage a minimum of 4 weeks per year!
• Remote First Team
• Flexible Hours
• Work From Anywhere Program

???? Health and Wellness

• Health Insurance
• Employee Assistance Program (EAP)
• Quarterly Company Wide Recharge Days
• End of Year Company Wide Holiday Closure
• Maternity & Parental Leave Program
• $2000 Lifestyle Spending Account (LSA)
• Weekly Virtual Yoga Classes
• Team Building Budget
• Referral Program ($1000)
• Anniversary Milestone LSA Top Up
• Birthday Day Off
• Professional Development Budget

And more perks!

Share our values:

• Customer First
• High Velocity Decision Making
• Value Individuality
• Results Focused

We Value Individuality!

At Unbounce, we want every employee to be excited to bring their full, authentic self to work. When you bring your unique experiences, background, knowledge, perspective, and self-expression while embracing the same from others we learn from each other. We innovate and co-create an environment where team members can do the best work of their careers. We’re bolder and more brilliant together.

We’re dedicated to ensuring each team member feels a sense of belonging, feels safe, cared for, respected and valued for who they are, and trusts that their unique voice is heard, embraced, and meaningfully contributes to decision-making. We’re committed to equitable employee experience, opportunity, pay and support for every employee regardless of gender identity or expression, race, ethnicity, family or marital status, religion, socio-economic status, veteran status, national origin, age, sexual orientation, education, disability, or any other characteristic that makes you unique.

We have no tolerance for sexism, racism, xenophobia, homophobia, transphobia, ableism, ageism, or any other forms of hateful/harmful discrimination and we’re taking action against unequal pay in our community through leading the #PayUpforProgress movement.

If you require any accommodations or support during the recruitment process, please email us at [e-mail].

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