Sr. Customer Success Manager - Canada (Remote)

Maropost; Toronto; Remote; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Sr. Customer Success Manager to join their dynamic team. In this pivotal role, you will manage a diverse portfolio of clients, ensuring they derive maximum value from a comprehensive product suite. Your expertise in customer success and account management will be crucial as you foster relationships, drive product adoption, and contribute to the overall growth of the business. If you thrive in a fast-paced environment and are passionate about empowering customers, this opportunity offers the chance to make a significant impact in a vibrant company culture focused on innovation and collaboration.

Benefits

Extended Healthcare

Stock Options

Dental Care

Vision Care

Qualifications

• 5+ years of experience in customer success and account management.
• Proven track record of driving customer retention and growth in SaaS.

Responsibilities

• Manage a portfolio of 30-50 accounts to improve customer satisfaction.
• Drive product adoption by understanding customer needs and providing solutions.

Skills

Customer Success Management

Account Management

SaaS Experience

Sales Fundamentals

Business Communication

Analytical Skills

Tools

Mar-Tech Solutions

Email Solutions

Ecommerce Management Tools

Job description

Everything we do is powered by our customers! Featured on Deloitte's Technology Fast 500 list and G2's leaderboard, Maropost offers a connected experience that our customers anticipate, transforming marketing, merchandising, and operations with commerce tools designed to scale with fast-growing businesses. With a relentless focus on our customers’ success, we are motivated by curiosity, creativity, and collaboration to power 5,000+ global brands.

Driven by a customer-first mentality, we empower businesses to achieve their goals and grow alongside us. If you're ready to make a significant impact and be part of our transformative journey, Maropost is the place for you.

Become a part of Maropost today and help shape the future of commerce!

About the Position

Do you like riding on a rocketship or being an active participant in building it? If the latter, you are in the right place.

In your role as a Sr. Customer Success Manager, you will aim to thrive among the AMEA & EMEA based success team and partner with customers to identify how organizations can optimize the Maropost product suite including ecommerce site management, retail POS software, marketing cloud software, and an AI-driven search and merchandising. You'll be responsible for training and developing your BoB, while also being on top of the forecast and important leading indicators of success. This individual should have a proven playbook of how to manage a portfolio, conduct weekly meetings, spot trends, and most importantly a strategy for generating pipeline.

What you’ll be responsible for:

• Manage a portfolio of 30-50 accounts with goals to improve customer retention rates, growth and overall customer satisfaction.
• Actively participate in customer onboarding, adoption, to ensure a smooth and positive experience and ensure that customers receive value from the Maropost product offering.
• Assist your customer throughout their lifecycle by deeply understanding customer's needs, participating in account reviews, demonstrate knowledge of complex selling and effectively articulating the Maropost value proposition + return of investment across the prospect buyer map.
• Proactively create + refresh individual territory strategies to develop and grow wallet-share.
• Drive the adoption of our products by understanding customer needs and providing tailored solutions.
• Maintain a thorough understanding of the industry, seasonality, and business trends/events, and continually monitor competitor/industry developments.
• Act as the voice of the customer within the organization, ensuring customer feedback is incorporated into product development and company strategy.
• Develop and maintain strong relationships with key customers, acting as their advocate within the company.
• Monitor and analyze customer success metrics, providing regular reports to senior leadership.
• Be prepared for travel as necessary.

What you’ll need to bring to Maropost:

• Experience in a high-growth, SaaS scaleup with fast-paced, rapidly changing environment is essential.
• Experience in Mar-Tech, Commerce, and/or Email Solutions is required.
• 5+ years of experience in customer success, account management.
• Proven track record of driving customer retention, adoption, and growth in a SaaS environment with a track record of delivering over 100%+ NRR.
• Strong sales fundamentals, business & sales acumen.
• Coachable, authentic, hungry, driven, energetic, curious, passionate, entrepreneurial, and analytical in nature.
• Excellent presentation and written business communication skills; ability to lead meetings internally and externally and executive briefing.
• Experience creating a demand generation engine for upsell and cross sell opportunities.

What’s in it for you?

You will not only have the freedom to make this role your own but be part of helping grow the Maropost brand and expand it into the North American markets. If you want to work with other brilliant people in an extraordinary work culture and are eager to learn (and have fun) along the way, then Maropost is the place for you!

You'll also have access to these perks:

• Extended Healthcare
• Stock Options
• Dental Care
• Vision Care

Equal Employment Opportunity

Maropost is deeply committed to promoting diversity, advancing equity, and fostering a culture of inclusion. Therefore, we invite applications from marginalized and equity-seeking groups. Individuals seeking employment at Maropost are considered without regards to race, colour, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please feel free to alert us of any accommodation needed at [e-mail].