Jobs in Langley, Canada

Job Description

Overview:

As a Customer Success Manager, you will play a pivotal role in ensuring the satisfaction and retention of our valued customers. Your primary responsibility will be to build and maintain strong relationships with clients, understanding their needs, and ensuring they derive maximum value from our products or services. You will act as a trusted advisor, guiding customers through onboarding, training, and ongoing support processes to drive adoption and success. Through proactive communication and strategic guidance, you will identify opportunities for growth, upselling, and expansion within your portfolio of accounts. Collaboration with cross-functional teams, including sales, product development, and support, will be essential to drive customer satisfaction, retention, and overall business success.

Responsibilities:

• Develop and nurture relationships with assigned customers to understand their business objectives, challenges, and opportunities.
• Serve as the primary point of contact for customer inquiries, escalations, and issue resolution, ensuring timely and effective responses.
• Conduct onboarding sessions to new customers to facilitate product adoption and usage.
• Proactively engage with customers to assess satisfaction, identify needs, and uncover opportunities for additional products or services.
• Collaborate with sales teams to renew contracts, upsell, and expand customer accounts.
• Monitor customer health and usage data, identifying potential risks and implementing strategies to mitigate churn.
• Advocate for customers internally, providing feedback to product development and support teams to drive product improvements and enhancements.
• Develop and maintain a deep understanding of our products, industry trends, and best practices to effectively advise and support customers.
• Track and report on key metrics, including customer satisfaction, retention, and expansion opportunities.

Qualifications:
Qualifications

You must have:

• Bachelor’s degree in computer science or a relevant technical field.
• Proven experience in a customer-facing role, preferably in customer success, account management, or sales.
• Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with customers.
• Strong problem-solving abilities, with a proactive and solution-oriented mindset.
• Ability to manage multiple priorities and thrive in a fast-paced environment.

Additional desirable skills:

• Self-starter who can work both independently as well as within a team.
• Aptitude for quickly learning new applications and technology.
• Experience working with CRM software (e.g., Salesforce) and customer success platforms is preferred.
• SaaS industry experience
• Knowledge of the IT Service Management industry is a plus

Please include a cover letter that briefly summarizes your interest in the role and how it aligns with your professional goals.

Additional Information

• All your information will be kept confidential according to EEO guidelines.
• Interview with Head of Customer Success, NAM.
• 2nd interview with additional NAM Management.
• References are mandatory.

What do we offer?

• Full remote working
• Multiple medical, dental and vision plans
• Voluntary non-standard benefits including
• Pet insurance, personal excess liability, identity theft protection, legal insurance, accident insurance, critical illness insurance, home & auto-group insurance, and hospital indemnity.
• 20 days of PTO begin accruing immediately upon hiring and there are 10 company provided holidays.
• 3% employer 401k contribution that starts 90 days after the hire date
• All your information will be kept confidential according to EEO guidelines.

Compensation:
$120,000-$120,000 per year