Customer Success Manager - Strategic Accounts

Mentimeter; Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading company in engagement tools seeks a Customer Success Manager for Strategic Accounts in Toronto. This role focuses on integrating Mentimeter into customer workflows, ensuring adoption and satisfaction. The ideal candidate will have a strong background in SaaS, exceptional communication skills, and a strategic mindset to drive customer success and growth.

Benefits

Professional Development

Leadership Program

Comprehensive Benefits Package

Qualifications

• 3-5 years experience in Customer Success or account management within SaaS.
• Proven leadership abilities and strategic outlook.

Responsibilities

• Manage a portfolio of 20-30 accounts, ensuring retention and growth.
• Develop onboarding and training strategies by engaging with C-level stakeholders.
• Drive Net Revenue Retention by continually providing value.

Skills

Communication

Stakeholder Management

Analytical Skills

Tools

Salesforce

Intercom

Mixpanel

Google Analytics

Job description

Customer Success Manager - Strategic Accounts

Location: Toronto

Mentimeter is an engagement tool with a clear goal: to turn presentations into conversations. Through real-time interactivity and visualizations, we encourage participation, engagement, and productivity. We aim to transform passive meetings, classrooms, and trainings into valuable moments.

We believe that collaboration and curiosity lead to the best results. With you at Mentimeter, we aspire to help over 1 billion people listen, learn, and work better together.

As a Customer Success Manager for our Strategic Accounts, your role is to integrate Mentimeter into our customers' daily workflows by driving adoption and usage of our Enterprise solution. You will work closely with Relationship Managers to ensure customer success.

You will collaborate with Product, Marketing, and Sales teams to deliver an exceptional customer experience, serving as a project manager for onboarding, adoption, and training of new and existing Enterprise clients.

Our approach is influenced by the Predictable Revenue model, drawing inspiration from Dropbox and Slack, as we see a promising future for Mentimeter, which is loved globally and growing organically.

We seek a motivated individual eager to develop Mentimeter into a world-leading platform, contributing significantly to our growth and success.

Responsibilities:

1. Deeply understand customer needs to tailor onboarding, rollout, reporting, and training.
2. Manage a portfolio of 20-30 accounts, ensuring retention and growth.
3. Develop onboarding and training strategies by engaging with C-level stakeholders.
4. Act as an expert on Mentimeter, advising customers on usage.
5. Drive Net Revenue Retention by continually providing value.
6. Identify expansion opportunities through strategic conversations and collaboration with Relationship Managers.
7. Serve as a liaison between sales, product, and business development to improve our offerings.
8. Share knowledge internally and support the sales team in high-level discussions.
9. Develop customer success strategies and best practices.
10. Work across various customer segments with strategic potential.

Excluded Responsibilities:

• Closing new contracts (handled by Account Executives)
• Managing current customer accounts (handled by Relationship Managers)
• Day-to-day support (managed by support specialists)

Support Resources:

• Lead generation from Marketing and Product teams
• Support from Marketing and Sales for analysis and tactics
• CRM and data tools (Intercom, Mixpanel, Google Analytics, Salesforce)

Must-Haves:

• 3-5 years experience as a Customer Success Manager or in account management within SaaS
• Strong communication and stakeholder management skills
• Ability to prioritize and coordinate resources effectively
• Data-driven mindset with excellent analytical skills
• Deep customer and market knowledge
• Understanding of Mentimeter's applications across organizations
• Proven leadership abilities
• A strategic outlook that balances short-term and long-term goals

Location & Work Model:

This position is based onsite at our downtown Toronto office, with a hybrid work model requiring presence 3 days per week.

Compensation & Benefits:

We offer a non-commission salary model, emphasizing collaboration and teamwork. Benefits include professional development, a leadership program, and a comprehensive benefits package. Learn more about our benefits on our website.

Our Culture:

At Mentimeter, we value diversity, inclusion, and giving everyone a voice. We encourage applications from all backgrounds, including people of color, LGBTQ+ individuals, women, people with disabilities, and others. A college degree is not mandatory.