Customer Success Manager

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses; Ottawa; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading customer journey optimization platform is seeking a Customer Success Manager in Ottawa. This role involves managing a portfolio of accounts, driving growth, and establishing a digital playbook in a dynamic SaaS environment. Ideal candidates will have B2B experience and a strategic mindset to enhance customer success.

Benefits

20% bonus

Business stock options

Flexible working

Qualifications

• Experience in a mid-high-touch B2B customer success role.
• Background in a small scale-up SaaS organization.
• Ability to tell stories with data.

Responsibilities

• Manage circa 50 accounts with a blended approach.
• Champion account growth with a strategic customer-first approach.
• Work alongside the Head of Customer Success.

Skills

B2B customer success experience

Account growth

Data savvy

Strategic mindset

Job description

Location : Ottawa - hybrid (1 day a week in the office)

Salary : CA$80,000 - CA$100,000 CAD per year

The Company :

• An innovative customer journey optimisation platform, leveraging multiple digital channels that improve the user experience.
• Sub-50 employees with plans to rapidly scale the business.
• Enviable client base including a huge global motorsport brand.
• Flexible / mature approach to work with a fully-remote setup.

The Opportunity :

The Customer Success team is evolving, and as a result, they’re now looking for a Customer Success Manager. You will manage a book of circa 50 accounts, adopting a blended approach of digital / low touch & mid-high touch CS. The core book will be mid-high touch with the remainder being digital, tackled alongside the Head of CS, whilst the digital playbook is established.

As a growing business, this is an incredible opportunity to really put your stamp on CS. By taking a strategic customer-first approach, whilst maintaining a commercial mindset, you'll champion account growth.

The Ideal Candidate :

• Previous experience in a mid-high-touch B2B customer success role.
• Experience of monthly / yearly account growth.
• A background of working within a small scale-up SaaS organisation.
• A well-versed approach to Customer Success ranging from low-high touch.
• Data savvy with the ability to story tell with facts.
• Intelligent self-starter and ideally experienced working within a more complex multi-layered B2B platform.

The Package :

• 80,000 basic with a 20% bonus.
• Flexible working, mostly remote working with 1 day a week in the office.
• Business stock options.

Seniority Level : Mid-Senior level

Employment Type : Full-time

Job Function : Customer Service and Business Development

Industries : Staffing and Recruiting and Software Development