Customer Success Manager

Toronto, ON
Customer Experience – Customer Success /
Permanent, Full Time /
Remote
About the Role

Athennian increases trust in business. Our products help legal, finance, and tax teams be transaction and audit-ready by organizing business entity and corporate structure information. Over 370,000 business entities in almost every country are managed on Athennian to automate workflows for ownership, company secretarial, governance, tax, and compliance.

As a Customer Success Manager (CSM), you will work directly with our customers to understand their needs, improve their product usage, and connect them to value throughout their relationship with Athennian. To do so, our team members work with a dedicated book of customers and develop proactive strategies to improve key metrics centered around retention, adoption, and expansion.

Location

We have embraced a distributed model of working to reach the best talent in Canada. While some roles may require proximity to our Toronto, Calgary and Vancouver offices, roles based outside our office locations can be remote in Canada. Please only apply if you are able to live and work full-time in Canada. #LI-Remote

What you'll be doing

    • Own and build strong and strategic relationships with customers
    • Account for customer renewal and retention results
    • Hit quarterly Net Dollar Retention (NDR) tickets
    • Be responsible for identifying opportunities for gaining additional revenue
    • Develop strategies to increase engagement of customers
    • Explain the “how” and “why” of our product to customers
    • Engage with various internal teams to ensure new users are trained appropriately on the platform
    • Suggest and advise on solutions to ensure customers achieve full value from the product 
    • Communicate timelines and manage expectations with customers in your portfolio
    • Serve as the voice of the customer to internal teams to ensure customer satisfaction
    • Create success plans for customers that are tailored to their needs to maximize value from the product
    • Execute quarterly business reviews with each of your clients to identify growth opportunities
    • Collaborate with other teams to manage ongoing projects and customer feedback
    • Determine customer goals and collaborate on strategic plans to drive success
    • Monitor customer health and build associated risk mitigation plans
    • Provide quantitative and qualitative analysis to inform team decision making and product roadmap recommendations
    • Serve as the primary point of escalation when customer issues arise, troubleshooting and ensuring quick resolution

To be successful in this role, you’ll need:

    • Experience working in a B2B SaaS environment with at least 2 years of working in a Customer Success role
    • Strength in building and maintaining relationships
    • A strategic approach to working with customers in an effort to mitigate churn, drive adoption, and encourage expansion
    • Outstanding empathy, especially when working directly with customers
    • Strong communication with the ability to simplify complex problems 
    • Highly organized, collaborative and detail-oriented
    • Experience in project and change management
    • Experience with an entity and/or equity management solution preferred
    • Experience in the legal tech space ideal
    • Past experience working at a law firm or with an in-house legal team ideal

In this role, at 3 months, you will have:

    • Learned the Athennian software inside and out
    • Assisted the Delivery Team with onboarding new customers
    • Own and understand your client accounts
    • Engaged with customers and gathered customer health metrics through various internal tools
    • Collaborated with the Services Team to understand how they can bring value to our customers
    • Built positive relationships with coworkers

In this role, at 6 months, you will have:

    • Analyzed common user problems through analytic tools to provide feedback to our product team for improvements to the software
    • Developed a deep understanding of the problems Athennian solves for our users and how we differ from our competitors
    • Become comfortable leading training sessions and product demonstrations
    • Identified and supported renewals and expansion opportunities 
    • Successfully rolled out Athennian to the customer’s users, including sharing and developing creative assets, brainstorming ideas, and attending launches virtually/or in-person  
    • Own client accounts and understand where there is an opportunity for greater product adoption and account expansion

In this role, at 12 months, you will have:

    • Fully understanding of how current clients use the platform and where they could find more value with the product
    • Maintained a cadence of communication with customers about their adoption trends, sentiments, and mining opportunities that had led to deeper adoption
    • Engaged with Athennian advocates and obtained testimonials, case studies, and referrals
    • Promoted a customer-first strategy which has led to the building of strong relationships between the customer and success teams
    • Implemented new ideas that would improve customer success processes to make the office a more pleasant place to work
What We Provide

High growth and learning environment where you can take ownership of all aspects of product management and grow your career via key contributions at the right time. An opportunity to make a significant impact in the industry through bringing disruptive products to market. Competitive compensation package. Flexible work environment with hybrid of in-office and remote work.

Our Culture 

We believe incredible teams can solve any problem and we strive to be an inclusive workplace where ideas thrive. We are first and foremost an organization of people who are passionate about learning, building, and sharing software to transform the legal industry. Our team members thrive when they’re passionate about what they do. We strive to create an engaging environment with challenging tasks, foster meaningful relationships with colleagues, and encourage each other to become the best we can be. Whether you want to customize your workspace, share your latest hobby with the team, or broaden your horizons with a specific project, we have a wealth of opportunities to keep you growing and learning.  We’re here to help you become the best version of yourself, all while having fun and connecting with coworkers. 

Diligent Builder: Ability to design and build scalable systems
Focused Creative: Strategic mind with a solution first attitude and uses data to navigate the next steps
Ambitious Learner: Eager to take on new challenges and present innovative solutions 
Champion Mindset: We set ambitious goals and hustle to make them happen

Benefits at Athennian

We offer competitive benefits and perks because we believe that happy people produce great results. We are always adding to this list based on employee feedback: generous vacation/sick/flex days, remote work options, flexible working hours, health/dental/vision/group life/gRRSP/LTD/AD&D/EFAP benefits , high growth environment, team-building, day-to-day variety (never a dull moment), MacBook for all employees, stock options, and a culture of transparency.