Senior Customer Success Manager
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Job Description
Senior Customer Success Manager responsible for enterprise customer relationships at Loopio. Driving engagement and growth in a remote-first team environment based in Toronto, ON.
Responsibilities:
- Build meaningful relationships with Loopio's Enterprise customers
- Partner with Customer Enablement Manager for onboarding transition
- Develop plans that feed customers' long term goals
- Increase customer engagement, drive growth, reduce churn, and produce advocates
- Manage team-based goals around retention, growth, and advocacy
- Create customer success plays, email templates, and meeting frameworks
- Execute training sessions and webinars
- Measure engagement data through Customer Health Score framework
- Champion customer insights with Product Teams
- Share success stories through case studies and internal communications
- Collaborate with Support & Services Team for alignment
Requirements:
- At least 3 years of Account Management, Customer Success or similar experience
- Experience in a SaaS company is a plus
- Experience writing sales proposals or responding to RFPs is a huge plus
- Impeccable written and oral communication skills
- Superb relationship building skills
- Extremely analytical; leverage data in decision making
- Highly organized; proficient in managing schedules and tasks
Benefits:
- Health and wellness benefits to support physical and mental well-being
- Remote work setup including a MacBook laptop, monthly phone and internet subsidy, work-from-home budget
- Opportunities for ongoing feedback and regular 1-on-1s with management
- Professional mastery allowance for learning support
- Flexible co-working locations in Ontario and British Columbia
- Participation in townhalls, AMAs, and quarterly celebrations
- Four active Employee Resource Groups for year-round connections
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