Scaled Customer Success Manager
New
L
LoopioSaaS customer success
Our employees live and work in Canada (British Columbia and Ontario) ... The majority of our team is based in ON and BC, which means these employees live and work remotely within a 300km radius of Toronto (within Ontario) and Vancouver (within BC).Full-TimeManager
SalaryCA$70K - CA$85K; CA$70K – CA$85K • Offers Equity • Offers Bonus • 20%; This is the range for the base compensation. This role is eligible for bonus and equity.
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Job Details
- Experience
- At least one year of experience in Customer Success, customer service, or customer marketing
- Required Skills
- Project ManagementData AnalysisCustomer serviceCustomer SuccessSaaS
Requirements
- At least one year of experience in Customer Success, customer service, or customer marketing.
- Demonstrated ability to manage high-volume engagements and a large book of business.
- Strong written and oral communication skills.
- Project management skills, including meeting deadlines and keeping stakeholders informed.
- Relationship-building skills with teams and clients.
- Analytical ability to use data, identify trends, and recommend engagement strategies.
- Strong organization skills.
- SaaS experience is a plus.
Responsibilities
- Gather customer feedback, understand customer needs, and guide product adoption.
- Develop digital communications with Customer Experience Leaders, Product, and cross-functional teams.
- Create personalized communications triggered by time, customer actions, or value needs to drive adoption and reduce churn.
- Monitor customer health, usage trends, engagement metrics, and the Customer Health Score framework.
- Partner with Adoption Services, Renewals, and Education to improve the Digital Customer Journey.
- Coordinate with Customer Enablement Managers on transitions from onboarding to the nurture phase.
- Use Gainsight to build success plays, email templates, and meeting frameworks.
- Provide adoption-focused services such as webinars and in-app guides.
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