Customer Success Manager
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Job Description
Customer Success Manager helping clients adopt and grow through our commonsku platform. Engaging clients, enhancing their experience, and managing long-term relationships within the promotional products industry.
Responsibilities:
- Act as the main point of contact for a portfolio of customers, building trust through regular communication, proactive health monitoring, and quarterly business reviews.
- Promote new and existing features to ensure customers are realizing the full potential of their licenses and the commonsku platform.
- Identify opportunities for feature adoption and package upgrades, while managing renewals and resolving issues to reduce churn.
- Serve as the voice of the customer by sharing feedback with Product and Engineering, and partner with Marketing to highlight customer success stories.
- Contribute to the evolution of our success strategy by optimizing workflows, implementing new tools, and participating in internal projects to enhance the client experience.
- Act as a spokesperson for commonsku at webinars and in-person events to help our 'skummunity' grow their businesses.
Requirements:
- 3+ years of experience in customer success, account management, or a related role, ideally within a SaaS environment.
- An analytical mindset with the ability to troubleshoot and make data-driven decisions regarding account health and feature adoption.
- Strong technical comfort using tools such as CRM (Salesforce/HubSpot), customer success platforms, and project management software.
- Exceptional prioritization skills with the ability to manage multiple accounts and deliver on deadlines in a fast-paced environment.
- Comfort working independently and asynchronously, while also prioritizing collaboration and connection with people.
- Resilience in a changing environment, with the ability to manage multiple accounts and prioritize tasks effectively during rapid scaling.
- Experience (or excitement for) working with AI.
- Bonus Points for: Familiarity with the promotional products industry or creative agencies.
Benefits:
- Remote-first culture (with plenty of excellent in-person experiences sprinkled in)
- Company-wide closure between December 25th and January 1st
- Health and dental benefits, including a $1,000 healthcare spending account
- RRSP/TFSA contributions up to $3,000 a year (no employee contribution required!)
- Twice-yearly company wide summits (we call it HQ and you’ll love it)
- A delightful team of smart people who are good at what they do
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