Customer Success Manager (Vancouver Hub - Hybrid)

Vancouver, British Columbia
Customer Success /
Full-Time /
Hybrid
About Barley

Compensation accounts for up to 70% of an organization’s total operating costs, yet the processes and tools used to determine who gets paid what, why, and how is still painfully convoluted and manual. How is this possible? Believe it or not, most companies are still using a dizzying amount of spreadsheets that ultimately leaves leadership guessing and the employees puzzled or worse yet, unfairly compensated. 

Barley is a venture-backed startup focused on building solutions for a vast array of compensation challenges (from managing salary bands to conducting pay equity analysis). With Barley’s Compensation Management platform, our goal is to empower organizations to make better pay decisions.

Hybrid Across Two Hiring Hubs: Barley is a remote-first company that supports a flexible approach to work. Our team is co-located across two hiring hubs (Toronto and Vancouver and up to 200kms away from either). While we all predominately work remotely (i.e. work from home), we offer dedicated offices in both Toronto and Vancouver so that our team can collaborate and come together in-person, as desired.

What You'll Be Doing

    • As the founding member of the Customer Success team, you will have a broad ownership  across the following areas: Onboarding, Customer Success, Support, and Documentation
    • Create and execute processes as well as develop strategies to onboard, engage, and retain customers as we continue to scale. You will understand and prioritize the needs for these programs according to the scale of our customer base
    • Understand the challenges facing our ideal customer profile (ICP) and come up with creative solutions to meet their needs and provide them with additional value
    • Drive product education and adoption of Barley throughout the customer journey, including owning the Barley Help Center and user guides within the Barley platform
    • Support customers with the successful roll-out of Barley to their team through training sessions, product documentation, and timely communication
    • Ensure all Barley customers feel valued and heard by gathering feedback about their experience as both a customer and user of our product
    • Track adoption trends, engagement, and overall customer health and sentiment
    • Resolve customer issues in a timely manner with clear communication; proactively identify areas of risk and develop plans to address these needs
    • Collaborate with Engineering, Product, and Design to share customer feedback on how to improve the product

Experience & Skills You’ll Bring to the Team

    • 3 to 5 years experience working in a customer facing role working within a B2B SaaS company AND/OR experience working with the compensation space (HR Tech experience is a PLUS) 
    • Diplomacy, tact and poise under pressure, and a high tolerance for ambiguity
    • A self-starter that knows how to manage their own tasks and can rigorously prioritize their focus
    • A spreadsheet wizard, can do VLOOKUPs and Pivot tables in your sleep
    • Meticulous project management and prioritizationClear written and presentation communication skills
    • Growth mindset, proactive, and action-oriented

Why You’ll Love Working at Barley

    • As an early member of the Barley team, you’ll play a key role in setting the stage for future employees
    • You’ll help push forward an important mission of driving more rational and equitable pay
    • You’ll have a piece of the pie - every Barley employee participates in our stock option plan
    • A generous vacation policy and full health and benefits coverage that kick in on your first day
    • An annual learning and development allowance to invest in your professional growth
    • We're a remote-first company, but also have offices in Toronto and Vancouver for the option to collaborate in-person
    • We host fun company-sponsored events (e.g. team dinners) as well as multi-day off sites (like our retreats which have been cabins in Whistler, BC and Ontario lake country)

Our Interview Process

    • Stage 1: Screening Interview: This is a 45 minute Zoom meeting where we'll share more about the role, learn about your background / experience (and alignment to the position), and answer any questions you may have
    • Stage 2: Skills Interview: This is a 2 hour Zoom meeting (with a break in between) that is broken into two parts
    • Part 1 - Live Case Study Exercise: a logic-based case exercise that will run through a challenge that a Barley customer could face (nothing to prep)
    • Part 2 - Experiential: a conversation that will go over questions on your customer facing experience to date, including some scenarios you may have tackled in the past and how you may address them today
At Barley, we believe that more transparent compensation practices support more equitable pay for all. Depending on your experience/seniority, this role's compensation is:

💵 Base Salary: $70,000 - $105,000
📈 Stock Options: 0.1% - 0.25%

Barley is an equal opportunity employer that is committed to building an equitable workplace that is diverse and inclusive. We actively encourage candidates from all backgrounds to consider us as a potential employer. If you require any accommodation at any point during our virtual interview process, please email us at work@barley.io.