Customer Success Manager, Insightly

Unbounce; Toronto; Remote; CAD 72,000 - 95,000; Full time

Job summary

A leading company is seeking a Customer Success Manager to enhance customer engagement and retention for their Insightly platform. You will collaborate with various teams, advocate for customer needs, and drive product improvements. This remote role offers a flexible work environment and numerous benefits, including health insurance and a generous time-off policy.

Benefits

Flexible Time Off Policy

Health Insurance

Employee Assistance Program

Quarterly Recharge Days

Maternity & Parental Leave

$2000 Lifestyle Spending Account

Weekly virtual yoga classes

Retirement contributions

Professional development budget

Qualifications

• At least 3 years in a customer-facing SaaS role.
• Fluent in English, both written and spoken.

Responsibilities

• Build trusted relationships with Insightly customers via Zoom and email.
• Engage customers regularly through check-ins and Business Reviews.
• Drive customer expansion and renewals.

Skills

Customer-oriented mindset

Effective communication

Time management

Proactive approach

Education

Background in digital marketing

Tools

CRM tools

Job description

Join to apply for the Customer Success Manager, Insightly role at Unbounce.

We're a results-focused, customer-obsessed company motivated by our passion for empowering digital marketers to succeed with their campaigns. Our platform, featuring intuitive landing page builders and AI-powered tools, helps users grow smarter.

In 2024, Unbounce merged with Insightly, a CRM and marketing automation platform, moving towards a unified brand. This presents an exciting opportunity to shape our product strategy while familiarizing yourself with two powerful tools that simplify marketing and sales collaboration.

Our team combines technical expertise with creativity to drive our mission. We foster an environment of innovation, growth, and contribution, aiming to remain an admired, innovative company for customers and employees alike. We invite you to join us!

About the role:

We seek a Customer Success Manager to drive success for our Insightly customers. Your focus will be on engagement and retention within your portfolio, collaborating with Growth, Marketing, and Product teams to relay customer feedback and influence product and process improvements. You will be part of the Customer Success team, reporting directly to the Senior Manager, Customer Success.

Job responsibilities:

• Build trusted relationships with Insightly customers via Zoom and email
• Engage customers regularly through check-ins and Business Reviews, promoting feature adoption and overall engagement
• Provide timely recommendations aligned with customer goals and usage insights
• Identify 'at-risk' accounts and develop re-engagement strategies
• Drive customer expansion and renewals
• Collaborate with Product to ensure customer success, focusing on upgrades and renewals
• Work cross-departmentally on internal projects, research, and case studies
• Advocate for customers through stories and internal insights to guide product development
• Master Insightly and understand customer use cases deeply
• Stay informed about competitive products and what makes Insightly unique
• Represent customer perspectives in interdepartmental meetings

Job requirements:

• At least 3 years in a customer-facing SaaS role
• Fluent in English, both written and spoken
• Background or foundational knowledge in digital marketing
• Experience with CRM tools is a plus
• Remote role, ideally aligned with EST timezone due to EU and APAC customers
• Customer-oriented mindset and proactive approach
• Self-motivated with resilience and initiative
• Strong time and resource management skills
• Effective verbal and written communication skills

Additional qualities:

Accountability, reporting tools experience, and CRM best practices are valued.

What’s in it for you:

Salary: $72,401-$94,037 (including variable bonuses)

Flexibility and Time Off

• Flexible Time Off Policy (minimum 4 weeks/year)
• Remote-first environment
• Flexible hours and work-from-anywhere

Health & Wellness

• Health Insurance
• Employee Assistance Program
• Quarterly Recharge Days
• Year-end holiday closure
• Maternity & Parental Leave
• $2000 Lifestyle Spending Account
• Weekly virtual yoga classes

Growth & Future

• Retirement contributions (RRSP, 401K, WWK Pension)
• Volunteer days
• Team building budget
• Referral bonus
• Anniversary LSA top-up
• Birthday day off
• Professional development budget

And more perks!

Our values include:

• Customer First
• Bias for Action
• High Velocity Decision Making
• Value Individuality
• Results Focused

Our commitment to individuality:

We celebrate authenticity and diversity, fostering an inclusive environment where everyone can thrive and contribute. We are dedicated to equity and support for all employees, with a strict stance against discrimination of any kind. For accommodations during recruitment, contact us at [e-mail].