Senior Customer Success Manager

Waterloo/ Toronto/ Remote
Customer Experience /
Full-time /
RouteThis is a Waterloo-based B2B software company whose time has come to level up! We’re on a mission to intelligently automate customer support experiences with a market-leading platform that keeps WiFi connected homes future optimized. RouteThis solutions are changing the world of WiFi installation and support and we are looking for amazing talent to join our team and help us revolutionize this $15 billion dollar industry.

As the Senior Customer Success Manager, your role is to drive the strategy, execution and success of RouteThis’ Growth tier accounts post sale & adoption. Your goal will be to understand executive priorities and drive a cross functional client service team (CST) to deliver solutions that ensure high CSAT and renewal rates. 

We care deeply about our customer’s success, innovation, working together, and moving fast and are looking for people who share these values and are ready to execute against them every day.

In this role you will:

    • Drive overall ownership of a portfolio of Growth tier accounts (50k-300k+ ARR), including all aspects of risk identification/management, program definition/execution, customer health and retention/renewal
    • Build deep, diversified relationships at all levels for owned accounts
    • Deeply understand customer business, including their strategic goals and how those translate into departmental projects.
    • Drive a cross functional client service team (CST) to develop the story or solution which fits into those priorities and goals, securing customer resources for projects to improve our strategic footing
    • Design and execute programs which improve end user adoption
    • Design and execute compelling business reviews for executives, including driving regular ROI studies leveraging customer owned data and review of customer configuration health
    • Manage changes in executive leadership at customer accounts, when needed, reselling the value that RouteThis brings.

What you bring to the table:

    • Broad and deep experience successfully managing large enterprise accounts/renewals, reflecting your strong foundation in account management, customer relationship management, and customer success strategies
    • Ability to effectively forge new customer relationships both at executive and influencer levels using a variety of techniques including cold outreach
    • Ability to deeply understand enterprise strategic goals across a wide range of personas
    • Exceptional listening skills and master storyteller, able to see the narrative for how your products and solutions“fit in”
    • Ability to map and navigate large/complex customer organizations, achieving buy-in to your programs/plans and influencing change
    • Solid experience managing the renewal process, inclusive of navigating enterprise procurement procedures, speaking to the heart of customer success management
    • Ability to work cross functionally with Account Executives on commercial structures which maximize ARR retention/expansion
Who we are: 
RouteThis is a SaaS technology company that is changing the way ISPs and Smart Home companies handle technical support around the world. Instead of dealing with frustrating, long support calls where agents are unable to accurately identify issues, the RouteThis platform gives technical support teams the answers they need to immediately identify and resolve connectivity issues -- or help customers to solve them themselves before even needing to call.

We are headquartered in the Waterloo Region and our customers are all over the globe. If you want to work on the next generation of network diagnostics that provides a disruptive new approach for tech support teams, you should be working at RouteThis!

Why RouteThis?
• Opportunity: As a rapidly evolving startup, we’re constantly facing new challenges and opportunities, and prefer to promote from within. By working with us, you can jumpstart and shape your career.
• Team: At RouteThis you’ll be working on a highly-motivated team full of the best talent you can find. We’re carefully selective on who we hire as we’re a close team.
• Fun: Regular social events, lunches, and happy hours are all part of our culture. We never forget that work should also be fun.
• Perks & Benefits: We offer great perks including competitive salaries, stock options, extended holiday weekends, parental leave, and a comprehensive benefits package.
• Location: Located in the Waterloo-region in downtown Kitchener, we offer flexible work arrangements including hybrid and virtual options.

Please note: We thank all applicants for your interest in RouteThis. Only those applicants selected for an interview will be contacted. Agency calls will not be accepted. RouteThis is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. Please let us know if you require an accommodation due to a disability and we will work with you to address your needs.