Customer Success Manager (Research)

Georgian Partners; Toronto; Hybrid; CAD 90,000 - 100,000; Full time

Job summary

A leading Canadian SaaS company, Alida, is seeking a Customer Success Manager to champion their platform. This role involves developing customer relationships, driving product adoption, and providing insights that help businesses enhance their customer engagement. Ideal candidates will possess a background in SaaS and strong interpersonal skills, as well as a passion for helping customers succeed.

Benefits

Company paid benefits

Unlimited vacation

Summer Fridays

Qualifications

• Minimum 4 years experience in customer success or account management.
• SaaS background from a fast-growing company is ideal.
• Excellent written and verbal communication skills with attention to detail.

Responsibilities

• Develop and manage value-based relationships with 10-20 customers.
• Conduct regular reviews with customers regarding goals and challenges.
• Drive and manage renewals within your book of business.

Skills

Communication

Problem Solving

Time Management

Cross-functional Collaboration

Customer Engagement

Education

Post-secondary educational degree

Tools

Microsoft Office

Job description

As Alida’s Customer Success Manager, you champion the power of our platform to help organizations build better products, deliver better services and achieve better business outcomes. You are the day-to-day contact for our customers and are responsible for driving customer adoption and success, educating them on best practices that enable them to drive stronger and more engaged customer relationships through our platform. Beyond the day-to-day, you will be supporting our customers by inspiring them to think about how our platform can support their broader business needs (profiling their customers, developing strategic marketing content, delving deeper into new product opportunities or customer loyalty). If you’re a researcher by heart and are looking for a change in the tech and customer success world, this may be the opportunity for you.

Take a look below at the skills we want you to have.

• Develop and manage value-based relationships with roughly 10-20 customers
• Maintain a real time understanding of your customers and their adoption of our platform
• Develop and maintain, in collaboration with your customers, Success Plans/Value Realization Plans as the blueprint for achieving the customers objectives
• Perform regular (weekly, monthly and/or quarterly) reviews with customers on goals, challenges, insights and opportunities.
• Uncover risk, or latent or unexpressed needs by leading discovery sessions, asking probing questions and defining a long term account plan for growth.
• Identify opportunities to cross-sell and upsell customers on additional solutions
• Identify new leads to grow outside of your day to day contact and create new relationships with new stakeholders or individual business units
• Inspire your customers to think strategically about how our platform can support their business needs
• Understand the customer organization and how our solutions can support them build stronger engagement and intelligence with their customers
• Enable customers on best practices, and the use and benefit of our solutions to ease the adoption of our platform
• Welcome and engage Alida customers at strategic and tactical levels to map customer business goals to solution outcomes delivered through our solution
• Provide superior service and support that delights our customers
• Proactively look for risk indicators and get ahead of potential issues.
• Escalate where needed, and follow-up promptly to ensure customer expectations are exceeded
• Work in unison with other Alida teams (sales, support, services, etc.) to deliver a world class customer experience
• Champion on behalf of your customers for improvements and advancement of our solutions
• Identify customer adoption challenges, business and relationship risks and other indicators of churn risk
• Develop and manage remediation plans to alleviate customer challenges
• Collaborate within Alida to identify opportunities to develop resources that advance our solution adoption and success of our customers
• Drive and manage renewals within your book of business
• Analyze customer data and industry research to identify insights and opportunities for customer growth opportunities, customer journey and product experiences
• Contribute to the development of thought leadership content, utilizing research expertise to provide valuable perspectives on customer experience and customer journey

Desired Skills and Experiences

• Post-secondary educational degree
• An Enterprise SaaS background from a fast-growing SaaS company is ideal for this role
• Minimum 4 years of experience in customer success, business development, management consulting or account management, or similar role
• Post sales software experience as a CSM or Account Manager is highly desirable
• Proven ability to work in a high energy and fast paced environment with cross-functional teams (Sales, Product, Marketing etc.)
• Ability to manage and be accountable for your book of business
• Excellent time management, organizational, and problem-solving skills
• Strong initiative and drive to innovate
• Ability to sell ideas and concepts
• An ability to inspire others and lead with grace
• Excellent written and verbal communication skills with strong attention to detail
• Professional (even dynamic) presence, presentation and public speaking skills.
• Gravitas, able to speak eloquently in front of senior c-suites and/or larger groups to gain credibility
• Strong aptitude and passion for technology and ability/desire to learn new software
• Proficient with Microsoft Office (PPT, Word, Excel) including skills for the formatting and creative visual display of information
• A team player who likes to collaborate with others
• Added value: Customer Experience and/or Insights background; experience setting up new programs for customer audiences
• Demonstrated ability to conduct research, synthesize information, and present findings effectively
• Familiarity with research methodologies and data analysis techniques
• Experience with market research, user research, or business intelligence tools and technique

Additional details:

• This role can be based remotely across Canada, or hybrid if you are near our offices in Toronto or Vancouver.
• The typical salary range for this role is $90,000-100,000 CAD. This is based on a number of factors and may vary depending on job-related knowledge, skills, and experience.

The Good Stuff:

+ Amazing growth and learning opportunities with a fast-growing Canadian SaaS company that is a world leader in its industry

+ Best-in-class company paid benefits for you and your family - offering medical, dental, vision, RRSP matching in Canada, a 401K in the US, and more.

+ Unlimited Vacation: Yep, it’s true. Take vacation when you want it, how you want it. Designed to better fit your evolving needs.

+ Summer Fridays: Fridays are a day off during July and August. To help provide better balance in the summer months focusing on employee wellness.

+ Recognized as one of the Best Workplaces in British Columbia for 2024 by Great Place to Work

+ Recognized in 2023 as one of the Best Workplaces for Women

+ Recognized as a Top Employer by British Columbia's Top Employers 2023

About Alida

Alida believes in a world where customers are respected as the ultimate source of truth. Because knowing the whole truth about your customers can help companies make better decisions and drive long term loyalty and growth.

That’s why Alida helps innovative brands create highly engaged research communities to gather feedback that empowers better customer experiences and product innovation.

Leading companies like HBOMax, Adobe, Warner Bros. Discovery, Twitch and lululemon depend on Alida’s community-centered research platform to deliver fast and reliable customer feedback at scale so they can build better products, refine user experiences and test marketing campaigns.

Learn more at www.alida.com.

We can’t wait to meet you!

We understand that applying for a new position takes effort and want to thank you in advance for taking the time to introduce yourself.

At Alida, we’re dedicated to fostering an environment where our employees feel heard, valued and included.

We believe that a diverse team is a core pillar in building better products and services for our global customers and we strongly encourage applications from all people regardless of race, religion, gender, age, disability status or sexual orientation. Even if you don't meet every single one of the stated requirements but you are excited about this opportunity, we'd love to hear from you anyway. Our Talent Acquisition team will review your application for this role, and others we may have open now or in the future.

Follow us at www.alida.com and engage with us on LinkedIn, Twitter and Instagram.

Alida has an accommodation process in place to provide reasonable accommodation to employees, and to qualified job applicants with a disability during the hiring process. If you require accommodation because of a disability or medical need, please contact [email protected] so that arrangements can be made for the appropriate accommodations to be in place.

Alida takes your private information seriously. Review our Candidate Privacy Statement here to understand how we use and protect your personal information.
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