Customer Success Manager

Role Overview

• Develop and execute account plans to ensure customer success and identify growth opportunities.
• Own customer onboarding, ramp, and full life cycle achievement including contract renewal.
• Find upsell, cross sell, and expansion opportunities and win additional business.
• Maintain weekly updates reviewing Customer Stories, Opportunities, Onboarding progress, At Risk Account, and Churn.
• Serve as the primary contact for escalated issues, collaborating internally to resolve challenges.
• Collaborate with stakeholders across all departments to solve complex customer issues.
• Perform Quarterly Business Reviews to proactively address challenges and advocate for new products and services for customers.
• Conduct an average of 5-8 proactive meetings per week with your book of business.
• Document and utilize Hubspot to track customer interactions.
• Measurably increase B2B revenue and margin as it relates to company objectives on a quarterly basis.
• Implement strategies to reduce churn and enhance loyalty.
• Utilize data to analyze and track potential churn targets and create a mutual plan of success to maintain customer satisfaction.

Requirements

• Proven success in customer success, account management, or a related field, demonstrating a track record of successful customer engagement.
• Showcased effectiveness in strategic account management.
• Adept analytical and problem-solving skills.
• Effective communication and presentation abilities.
• Experience advocating for customers at an executive level within the organization.
• Demonstrated ability to collaborate effectively with various departments for overall business success.
• Demonstrated success in driving customer growth through expansion initiatives.
• Working experience with SaaS products and the background check industry (preferred).
• Certifications in customer success or customer support (preferred).
• College or university degree or equivalent work experience.
• Candidates must be currently located in and legally authorized to work in Canada. This role may require occasional travel to meet with clients.

Benefits

• 32 paid time off days per year
• One-time $500 Work From Home Stipend
• $1,000 in Professional Development budget per year