Customer Success Manager - Strategic Accounts

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

Job summary

A leading company in engagement tools is seeking a Customer Success Manager for Strategic Accounts in Toronto. This role involves driving adoption of Enterprise solutions, collaborating with various teams, and ensuring customer success through tailored onboarding and training strategies. The ideal candidate will have a strong background in SaaS, excellent communication skills, and a data-driven mindset. Mentimeter promotes a diverse and inclusive work environment with opportunities for professional development.

Benefits

Professional Development

Leadership Programs

Coaching

Competitive Salary

Pension Contributions

Qualifications

• 3-5 years as a Customer Success Manager or similar in SaaS.
• Proven leadership skills and strategic perspective.

Responsibilities

• Manage a portfolio of 20-30 accounts, ensuring retention and growth.
• Develop onboarding and training strategies with C-level stakeholders.

Skills

Communication

Stakeholder Management

Data-driven Mindset

Leadership

Tools

Salesforce

Google Analytics

Mixpanel

Intercom

Job description

Customer Success Manager - Strategic Accounts

Toronto

Mentimeter is an engagement tool with a clear goal in mind: 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 success is achieved through collaboration. We seek curious and collaborative leaders to help over 1 billion people listen, learn, and work better together with Mentimeter.

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

You will collaborate with Product, Marketing, and Sales teams to deliver excellent customer experiences, serving as a project manager for onboarding, adoption, and training for both new and existing Enterprise customers.

We reference the theory of Predictable Revenue and companies like Dropbox and Slack as future benchmarks for Mentimeter. Our service is loved globally, with nearly 100% organic growth.

We value ambitious individuals eager to develop Mentimeter into a world-leading platform. You will play a key role in this growth.

Responsibilities:

1. Deeply understand customer needs to tailor onboarding, reporting, and training solutions.
2. Manage a portfolio of 20-30 accounts, ensuring retention and growth.
3. Develop onboarding and training strategies with C-level stakeholders across departments and regions.
4. Act as a Mentimeter expert to advise customers on optimal usage.
5. Drive Net Revenue Retention by delivering ongoing value.
6. Identify expansion opportunities through strategic conversations and collaboration with Relationship Managers.
7. Serve as a bridge to improve our Enterprise offerings and represent customer voice internally.
8. Share knowledge and assist sales in high-level discussions with potential clients.
9. Develop customer success strategies and best practices.
10. Engage with various customer segments with strategic potential.

Excluded responsibilities:

• Closing new contracts (handled by Account Executives)
• Managing current customer contracts (handled by Relationship Managers)
• Daily support (handled by support specialists)

Support resources:

• Lead generation from Marketing and Product teams
• Analysis support from Marketing and Sales
• CRM and data tools (Intercom, Mixpanel, Google Analytics, Salesforce)

Must-haves:

• 3-5 years as a Customer Success Manager or similar in SaaS
• Strong communication and stakeholder management skills
• Ability to prioritize and coordinate resources
• Data-driven mindset and excellent data knowledge
• Customer and market expertise
• Deep understanding of Mentimeter's applications
• Proven leadership skills
• Strategic perspective to balance short-term and long-term goals

Please note: This position is onsite in downtown Toronto with a hybrid model requiring 3 days in the office weekly.

Compensation:

We promote collaboration and teamwork through a non-commission salary model, emphasizing equal contribution across roles. Details on benefits and perks are available on our website.

What Mentimeter offers:

• A diverse, inclusive, and supportive work environment
• Opportunities for professional development, including leadership programs and coaching
• A growing company with lots of career opportunities
• Competitive salary and benefits, including pension contributions

Culture:

We believe in giving everyone a voice and fostering a safe, inclusive, and fun workplace. We encourage applications from diverse backgrounds, including people of color, LGBTQ+, women, people with disabilities, and formerly incarcerated individuals. A college degree is not mandatory.