Customer Success Manager
Waterloo/ Toronto/ Remote
Customer Experience /
Full-time /
Hybrid
We are searching for an intermediate level Customer Success Manager to be our portal into our customers' businesses. You will be accountable for a portfolio of clients with the goal of optimizing and maximizing each customer's ROI from the RouteThis too to keep them healthy and renewing. You will be empowered to manage that relationship from end to end, gaining a deep understanding of our customers' needs and leveraging the best possible solutions to make us mutually successful.If you have previous CSM experience, are motivated, intelligent, and keen to work hands-on in a high-growth team you should definitely apply!
Duties
- Act as the main point of contact for customers post-sale, ensuring they have the tools and support they need to successfully use RouteThis products.
- Work with internal partners to develop and implement full life cycle customer success plans.
- Perform light training and enablement for new customer hires or initiatives
- Analyze partner data to look for patterns, trends, and errors in Excel and Sigma - if you can pivot table like a pro that is super helpful.
- Share new products and features with customers in order to secure increased revenue from upsells.
- Work to ensure partners renew their contracts annually.
Experience Requirements
- Over three years of experience in a similar role (SaaS CSM).
- Proven experience running QBRs, EBRs and ROI conversations.
- Ownership over renewal and upsell conversations.
- Experience interacting directly with all levels of customers.
- Ability to in write documents and training materials.
- Ability to multi-task, prioritize, and manage time effectively.
- Be a highly motivated, driven and self-starting individual who can hit the ground running to meet targets.
- Experience managing technical products and making small tweaks to those products (i.e. through JSON, HTML, scripts, or similar).
- Thrive in a fast-paced environment and be comfortable developing the role as the company grows.
- Work well in a team setting to meet direct goals each week.
- Be competitiveUnderstand customer needs and help us to meet those individual needs quickly.
