Customer Success Manager
We’re looking for a Customer Success Manager who is obsessed with customer value. You will be a main point of contact to ensure our customers are deriving massive value from working with CrowdRiff. We are looking for someone who loves technology, learning the ins and outs of products, and working with customers to solve business problems. When you search “Customer Success”, you will come across topics such as managing churn risk, upselling to achieve negative revenue churn, and managing product adoption to increase retention. These are are all inward looking metrics. At CrowdRiff, you will work with a team of professionals who believe that customer retention, expansion and advocacy is the result and not the reason of the hard work we put in everyday helping our customers solve problems they are passionate about.
Who is CrowdRiff?
CrowdRiff is a fast growing startup located in downtown Toronto. Our visual marketing platform is used by brands to source, organize and publish the best visual content to every marketing channel. It's a powerful new way to engage audiences, increase brand awareness and inspire travel, everyday.
Over the past 12 months we have transformed our flagship platform, grown our customer base by 5x, emerged as market leaders in the travel and tourism industry and doubled our team size. Our team is a quirky and diverse crew that has one thing in common: our love for great visuals. We work across desks, departments and even oceans to reach our goals and delight our customers. Love doing your best work and learning cool stuff? You’re just our type.
What you’ll do:
In the role of Customer Success Manager you will own the customer relationship and be our customer’s advocate within CrowdRiff. We're looking for someone with 1-5 years experience in customer-facing roles (Customer Success, Sales, Account Management, Support, Project Management / Onboarding) in a technology environment. You have an excellent service attitude with the ability to be empathetic, responsive, and resourceful, and be an expert communicator. You’re an active listener that knows how to adjust your narrative to different audiences and situations. You are excellent at uncovering customer needs, nudging them to take action and guiding them through the sales process when an upsell is appropriate. It would be great if you also have experience with Salesforce, Gainsight and Intercom.
This role directly impacts customer satisfaction, adoption, retention and the overall success of CrowdRiff. You will work closely with our Product, Sales, Marketing and Leadership teams to ensure our customer’s voice is heard. You will also be well supported by our Onboard, Support and Operations teams. Your typical points of contact will be Manager/Director/VPs of Marketing or Social Media. You will have the opportunity to develop deep relationships with them and work towards becoming a domain expert in tourism marketing.
Additional CrowdRiff Perks
Flexible Vacation Policy
Employee Benefits (medical, dental, vision)
Work in a light-filled space in downtown Toronto (King & Spadina)
Regular team building events, a weekly Salad Club, & a well stocked tea/coffee bar
Flexible work hours
Weekly internal learning activities & quarterly hack events
Excited yet? Here’s more about us … visit our website or check us out on Instagram or contact Erica (our recruiter).
CrowdRiff is an equal opportunity employer and as such does not discriminate on the basis of race, colour, religion, sex, national origins, age, sexual orientation, disability or any other characteristic protected by applicable laws. Selection decisions are solely based on job-related factors.