CUSTOMER SUCCESS MANAGER (100% Remote outside of Canada)
Company:
Location:Canada, Anywhere, EST, PST
Languages:English
Seniority level:Middle, 3+ years
Experience:3+ years
Skills:
LeadershipProject ManagementHTMLCSSJavascriptShopifyDigital MarketingCustomer SuccessSaaSAccount ManagementCRM
Requirements:
- Minimum of 3+ years experience in a Customer Success role, preferably in a SaaS organization.
- Digital Marketing knowledge including paid Ads, landing page optimization, email marketing and social media is considered an asset.
- Experience using Shopify is preferred.
- A degree or diploma that contributes to the organization or role is considered an asset.
- Self-motivated with the ability to establish and maintain solid relationships through a client-first mentality.
- Ability to work both independently and collaboratively.
- Must be technical, analytical, results-driven and have the ability to multitask in a fast-paced environment.
- Organized, administratively strong, and have solid writing, phone, and general communication skills.
- Fluent in English (spoken and written).
- Knowledge of a second language is considered an asset.
- Willing to participate in ongoing education and training for the role.
- Knowledge of basic CSS, HTML and JS is a bonus skill.
- Knowledge of Google Tag Manager is a bonus skill.
- Experience with other marketing automation platforms is a bonus skill.
- Knowledge of CRM platforms is a bonus skill.
- Experience with landing page platforms is a bonus skill.
- Experience with email marketing platforms is a bonus skill.
Responsibilities:
- Own a book of business and drive customer relationships throughout the entire customer lifecycle.
- Ensure customers achieve their marketing goals using Wishpond services.
- Act as a liaison to Wishpond’s Account Management Team.
- Lead retention efforts, including renewals and cancellation requests.
- Assist customers with escalated issues and questions.
- Understand and execute the Customer Success engagement model.
- Expand revenue in existing accounts through upsell opportunities.
- Monitor and improve individual performance for optimal customer experience.
- Collaborate with the Product team to improve user experience.
- Help drive customer reviews and case studies.
