Customer Success Manager

Medium; Remote; CAD 60,000 - 90,000; Full time

Job summary

A leading social benefit organization is seeking a Customer Success Manager to empower non-profit and educational institutions. This fully remote role requires building relationships with customers to understand their unique challenges and provide tailored solutions. Ideal candidates will have a BA/BS, strong communication skills, and 2+ years in a Customer Success role. Enjoy flexible working hours, meaningful feedback, and a focus on personal growth.

Benefits

100% remote work

Flexible work hours

Stipend for home office setup

Access to thought leaders and webinars

Cultural activities and team engagement

Qualifications

• 2+ years of experience working in Customer Success as a CSM or similar role.
• Proven ability to prioritize and complete tasks quickly in a fast-paced environment.
• Extensive experience with ERP and/or CRM software.

Responsibilities

• Build strong relationships with customers and stakeholders.
• Create customer-centered success plans and execute Business Reviews.
• Provide strategic advice based on understanding Sparkrock products.

Skills

Strong organizational skills

Excellent communication skills

Relationship-building

Problem-solving

Ability to work in fast-paced environments

Education

BA/BS required

Tools

ERP software

CRM software

MS Office

Job description

Are you passionate about your customers achieving technical success, user success, and business success? Do you want to work for a best-in-class, 100% remote organization with the brightest talent from around the world?

At Sparkrock, we help social benefit organizations, including nonprofits, school boards, and government agencies, reach their full potential through technology. Every day, over 150,000 people use our ERP and product platforms to work more efficiently, freeing up time and resources to focus on the good they want to achieve.

We are seeking a dedicated Customer Success Manager to empower social and educational organizations with efficient solutions for their complex reporting needs and foster thriving work environments through an easy-to-use system. Exclusively serving non-profits, human services organizations, and educational institutions, you will partner with multiple customers to build long-term relationships, develop success plans, and drive results amid a fast-paced, remote environment that demands continuous learning and innovative problem-solving.

If you are highly motivated and love building productive, strong relationships with customers, this is the place for you!

Responsibilties

• Build productive and strong relationships with multiple customers and develop connections with stakeholders to understand their unique operational challenges and map these to the value of Sparkrock products.
• Engage with customers to understand the current state of system use and pain points, status, and goals around technical, user, and business success.
• Create customer-centered success plans and execute Business Reviews.
• Collaborate with various internal teams (product, marketing, services) and share customer-centric feedback.
• Provide strategic advice to customers based on a thorough understanding of the current Sparkrock products and future roadmap-based improvements, expansions, and add-on solutions.

Requirements

• BA/BS required
• 2+ years of experience working in Customer Success as a CSM or similar
• 2-5 years of experience working in a Non-Profit or Educational organization in an ERP-related role, or 2+ years in a SaaS company
• Demonstrable ability to communicate, present, and influence key stakeholders at all levels of an organization.
• Strong ability to proactively work with customers to leverage our solutions to match their needs.
• Proven ability to prioritize and complete tasks quickly in a fast-paced environment.
• Ability to meet ambitious individual goals to support the company’s growth.
• Superior listening and relationship-building skills.
• Strong organizational and planning skills.
• Extensive experience with ERP and/or CRM software and MS Office.
• Ability to cover North American time zones based on client need (i.e. EST to PST).

Nice to have

• Accounting Designation
• CRM experience to manage accounts and opportunities
• Experience as a Customer Success Key Account Manager, Sales, Consultant, or relevant role

Benefits

We don’t call them perks; they’re just part of what makes working at Sparkrock great.

• We are 100% remote and global. Live your best life wherever that may be, and never lose out on career opportunities because of it.
• Flexible work hours. We work asynchronously and don’t care when you’re online, just that you deliver great results and are there for our customers.
• We are dedicated to your growth with consistent and meaningful feedback, support in achieving your personal career goals, and access to leading-edge tools, playbooks, and technology to amplify your experience.
• Introductions to thought leaders in the space and webinars on cutting-edge tech hot topics.
• Stipend to help set up your ideal home office.
• Focus on culture: coffee chats, happy hours, cooking classes, book clubs, and more!

We strive to build a team that reflects the diversity of the community we work in and encourage applications from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with disabilities.