Senior Customer Success Manager

Goziro; Canada; Remote; CAD 110,000 - 130,000; Full time

Job summary

An established industry player is seeking a Senior Customer Success Manager to join their innovative team. This role is pivotal in fostering strong customer relationships and ensuring long-term satisfaction. You'll be instrumental in helping clients maximize the value from their solutions while driving retention and uncovering upsell opportunities. With a competitive compensation package and a fully remote work environment, this is a fantastic opportunity for someone passionate about customer success and eager to make a significant impact in a high-growth company. Join a dynamic team where your contributions will help shape the future of customer experience in unified communications.

Benefits

Comprehensive health and dental insurance

Unlimited vacation policy

Flexible remote work

Collaborative culture

Qualifications

• 3-5 years in Customer Success, ideally in B2B SaaS.
• Experience with unified communications and telecom technologies.
• Strong communication and organizational skills required.

Responsibilities

• Maintain regular communication with customers to understand their needs.
• Drive customer retention through high levels of satisfaction.
• Provide timely solutions to customer inquiries and concerns.

Skills

Customer Success Management

Unified Communications

Telecom Technologies

Microsoft Teams

Communication Skills

Organizational Skills

Problem Solving

CRM Management

Education

Bachelor's Degree

Tools

CRM Software

Job description

Join to apply for the Senior Customer Success Manager role at ZIRO

Join to apply for the Senior Customer Success Manager role at ZIRO

This range is provided by ZIRO. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Talent Acquisition & Retention Specialist at ZIRO Technologies | Head-Hunter | Recruiter | Unified Communications

Customer Experience | Remote (Canada) | Full-time Permanent

You made it here and we’re glad you did. Perhaps you are curious about how our potential matches up with yours. Or perhaps you are keen to do something amazing. Either way, it’s a match worth exploring.

ZIRO is a high-growth unified communications (UC) company with an all-star team helping organizations select, set up, and manage their phone systems, meeting rooms and contact centers any way they want with confidence. We are builders and problem-solvers who are passionate about what we do and have the drive to continuously improve by taking risks, owning it, and getting things done.

At ZIRO, you have the opportunity to play a huge role in the growth of an entire industry by helping organizations find best fit solutions and make use of them. Companies need help making confident decisions without the complexity and risk. We need people like you to help make it happen.

We’re building a new customer success team and looking for a founding Senior Customer Success Manager to help us do it! The individual for this role will be a playing coach – someone who fosters strong customer relationships, drives adoption, and ensures long-term success while defining a structure to scale the team as the company grows. Retaining our existing customer base and uncovering upsell opportunities are critical to our growth strategy, and this role plays a key part in both.

What you will do

• Maintain regular communication with customers to understand their needs, goals, and challenges
• Foster strong, trusting relationships with key stakeholders and decision-makers
• Ensure customers derive maximum value from ZIRO’s products and services by helping them achieve their business objectives
• Act as the voice of the customer within the company, providing feedback to product, sales, support, alliances and marketing teams to improve the overall customer experience
• Identify opportunities for customers to leverage additional features or services to enhance their outcomes
• Anticipate customer needs and address potential issues before they become problems
• Provide timely and effective solutions to customer inquiries and concerns
• Champion customer needs and work to align company resources to meet those needs.
• Drive customer retention through high levels of customer satisfaction, adoption and loyalty
• Provide regular reports and insights to customers on their progress and success (QBRs)
• Develop repeatable, scalable processes to support Customer Success and “Superfans” initiatives
• Ongoing optimization and management of CRM and processes related to Customer Success workflows and initiatives

What you need to do it

• Experience. 3 to 5 years of progressive experience in a Customer Success role, with at least 1 year in a lead or managerial position. You have experience working with unified communications, telecom or Microsoft Teams technologies. Working in a smaller company within the B2B SaaS landscape is preferred.
• Independence. Can tune out the noise, get the job done, and hit the ground running.
• Curiosity. You ask lots of questions and try to understand issues before solving them. You have a thirst for new knowledge.
• Humility. You are open to feedback and other’s ideas.
• Organized. You are a great planner, attentive to details and can navigate complex environments confidently.
• Communicative. Outstanding written and verbal communication skills are a requirement.Leading client calls and delivering presentations confidently is a must.

What we offer

• A competitive compensation package between $110,000 to $130,000, depending on experience
• A comprehensive health and dental insurance package
• A fully remote and flexible workforce, with an unlimited vacation policy
• An open and collaborative culture

ZIRO is an equal opportunity employer. We are committed to fostering an inclusive and accessible workplace where everyone feels valued, respected, and supported. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology and Customer Service

• Industries

  IT Services and IT Consulting

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