Customer Success Manager
Toronto, ON
Sales – Client Success /
Full Time /
Hybrid
About Q4
At Q4, we make an impact together, obsess over our customer, operate with integrity, and bring big ideas to life.
Q4 is the leading capital markets access platform that is transforming how issuers, investors, and the sell-side efficiently connect, communicate, and engage with each other. We are a trusted partner to more than 2,650 public companies globally, including many of the most respected brands in the world, and we maintain an award-winning culture where our team members grow and thrive. We are on our way to becoming the largest and most trusted, Investor relations platform company in the world.
We hire smart, curious, and talented people to push boundaries, reimagine what’s possible, and turn challenges into opportunities. All while keeping the needs of our clients at the heart of everything we do.
Come grow with us!
The role
The Customer Success Manager is a trusted advisor responsible for directly managing and optimizing the lifetime value of their book of business; building and maintaining relationships while ensuring success at each stage of the customer journey. To achieve this, the CSM understands the business initiatives and goals of the customer and helps them meet their goals using curiosity, empathy, and innovative thinking. You deliver consistent, high-value experiences, while driving customers towards their strategic business goals. You will increase your book of business at a higher value at the end of every quarter by delighting your customers, finding opportunities to solve customer pain points; this will drive ARR and one-time revenue by providing customers the services and products to help them achieve their IR goals.
Are you a problem-solver?
If you're excited and motivated to solve complex business problems through innovation and creativity, have a relentless drive for trying and testing new tactics and exercising laser focus on what needs to be done, then this role may be for you! You're an experienced relationship builder, customer advocate and have well-developed skills in executing the day-to-day requirements of a CSM. By developing a deep understanding of your portfolio, you will be well positioned to educate your customer on the ways they can benefit from Q4's products and services.
Key Responsibilities
- Foster and maintain value-based relationships with a dedicated portfolio of Q4 customer accounts, while maintaining net positive revenue retention
- Proactively manage customers at defined points in their lifecycle to drive adoption, engagement and value realization, through regular touchpoints
- Operate with a zero-churn mindset by proactively monitoring customer health, product usage and adoption to mitigate potential churn risk
- Lead customers through renewals program, including proposal, negotiation and partner with Sales Operations for execution of subscription agreements
- Partner with Sales & Solution Consultant teams to identify opportunities for expansion of Q4 offerings
- Serve as a trusted advisor to customers by sharing best practices and demonstrating ROI through strategic business reviews and success plans
- Be your customers’ primary point of contact and trusted advisor; advocating for the voice of the customer by representing their feedback, ideas and interests in areas including but not limited to, product improvements, services and support
- Manage and de-escalate customers through cross-functional collaboration to resolve issues and promote positive customer sentiment
- Collaborate with CSM team to share customer feedback and drive product enhancements and prioritization
- Collaborate with internal teams (marketing, sales, product, professional service teams) in order to deliver best in class customer experiences
- Cultivate customer references to support prospective customers and create Q4 referral champions
Education and qualifications
- Minimum of 2-3 years of previous CSM experience, preferably in Fintech or SaaS companies with a strong business acumen.
- Proven track record of account management within a dedicated customer portfolio, to drive retention and promote expansion
- Superior customer engagement and empathy, demonstrates success in building, establishing and fostering relationships at multiple stakeholder levels in an organization
- Outstanding communication and listening skills over various medias; phone, email, web meetings
- Ability to handle pressure, engage in difficult conversations and adapt to an ambiguous work environment
- Self-motivated; solves problems independently by exercising judgement based on available information
- Ability to analyze data and use a combination of logic, experience and wisdom to drive conversations and objectives, to find effective and innovative solutions to address customer/organizational challenges.
- Knowledge of or ability to easily learn common customer success platforms such as Salesforce.
- Adaptable with a growth mindset.
- Demonstrated ability in remote training/onboarding skills via telephone and/or screenshare.
- University or college degree.
- Special consideration will be given to candidates possessing a strong knowledge of, or experience with financial/capital markets.
- Acquire and maintain a strong working knowledge of the Investor Relations industry and keep apprised of its regulations, trends and best practices.
Other
- Non-business hours activities such as critical client events, escalations and holiday coverage (this position may require after hours, weekend and holiday support as needed for earnings and/or emergencies.)
Why Q4?
We are motivated by solving complex problems in unorthodox ways. Emphasis on your well-being means you experience your true potential. We offer a variety of benefits to ensure you can always work hard and have fun:
- Health, wellness & lifestyle benefits to balance your heart, mind, and body;
- Pension matching incentives to support your financial health;
- Unlimited paid time off so you can truly recharge and enjoy life;
- Choose your home, one of our trendy offices, or mix it up with our flexible working environment;
- Virtual team building and socials, keeping people connected is important to us; and
- A fantastic culture to top it all off!
Join #Q4orce
Q4’s diverse and inclusive workplace fosters a friendly, open-minded environment. Diversity makes us stronger from the increased pace of innovation to strengthening our culture. With great reasons to work here, take advantage by submitting your application to join our growing team.
Q4 values diversity and people of all backgrounds and abilities. Should you require any accommodations prior to or during the interview process, please contact hr@q4inc.com.
#LI-Remote #q4orce
