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Senior Customer Success Manager

Posted 7 months agoViewed

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💎 Seniority level: Senior, 2+ years

📍 Location: Canada, UTC-5

💸 Salary: $65,000 per year

🔍 Industry: SaaS

🏢 Company: Prospect👥 1-10EmploymentCollege RecruitingRecruiting

🗣️ Languages: English

⏳ Experience: 2+ years

🪄 Skills: SalesforceCommunication SkillsAnalytical SkillsCollaborationWritingCRMCustomer Success

Requirements:
  • 2+ years of Customer Success experience managing at least a $1M ARR book of business.
  • Worked in a Customer Success role at SaaS company.
  • Great writing skills (you can clearly and cleanly communicate).
  • High level of organization and self-motivation.
  • Great teaching and presentation skills.
  • Experience with a CRM (ideally, Salesforce).
  • BONUS NICE-TO-HAVES: Familiarity with Chrome Extensions.
  • Experience with Customer Success tools such as Totango or Gainsight.
Responsibilities:
  • Your key initiative is to refine our entire framework and workflow for Customer Success and Support. You will own the responsibility of making sure Customer Success and Support operate at an elite level.
  • Here are some things you'll be doing right away:
  • Prioritizing support tickets and answering them as soon as possible (via intercom)
  • Hopping on Zoom calls to diagnose problems and educate users
  • Working directly with Engineering to funnel customer feedback and requests
  • Analyzing daily usage metrics to better understand users
  • Taking actionable steps to engage accounts based upon user engagement
  • Building champions at each customer account
  • Creating Intercom campaigns to engage and educate users
  • Working closely with Sales to help achieve cross-functional goals (onboarding, training, renewals, etc)
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