Manager - Customer Success

Join our team

Our team operates in a dynamic and entrepreneurial setting, providing an excellent opportunity for learning and growth. We attract proactive individuals who embrace challenges and value ownership, outcomes, curiosity, persistence, and teamwork.

What we'll accomplish together
 
Our team’s mandate is to deliver customer success via effective teamwork on our standard service offering.
 
Our Customer Success team is intensely focused on ensuring that each of our customers feel we are delivering on the three components of our brand promise.  We bring the best our organization has to offer to each of our customers, and advocate for our customers internally to resolve issues when they do occur.  We proactively work to provide service that over-delivers: Fewer business interruptions that require them to call, faster than expected resolution of issues.  In Moments of Truth, we aim for a response so exceptional that it makes them even more loyal.  We guide our customers on the use of IT so they can more effectively achieve their business goals.
 
We know we are successful when customers offer to provide testimonials and enthusiastically refer us to their network, and when the revenue (and margin) of our customer base grows month over month and customer churn is low and decreasing.

This is a great role for a seasoned manager who is ready to prove you have what it takes to lead in a challenging situation and prove you’re ready to work at the director level. 

Here's how

 
Relationship Owner:  The Customer Success Managers are the primary point of contact for the customer.  You understand our Master Services Agreement (MSA), hold the right parts of our organization responsible to live up to our commitments, and ensure that customers have appropriate expectations and adhere to our standard service offering. Our goal is to provide such good service that we get referrals from all of the customers in our base. 
 
Lifecycle Leadership: Set strategy for key lifecycle activities: Periodic Strategic Business Reviews (SBRs) and IT Roadmap creation and execution, ongoing account maintenance, contract renewals and Request for Proposals (RFP).
 
Upsell and Cross-Sell:  Work with technical resources on the Customer Success Team to understand customer’s current IT environment and use this together with an understanding of the customer’s business objectives and current issues to propose an IT Roadmap and present this within a Strategic Business Review (SBR) to get buy-in to necessary IT investments.  Along the way, there will be smaller, more tactical enhancements that customers will find of value that we sell through campaigns.
 
Churn Management:  CSMs regularly assess churn risk of all assigned customers and proactively identify issues, determining the “Get to Green” action plan, work with others in the organization to solve the issue, and communicate status updates to the customer.

What you bring
 
Strategic Leadership: Understand our customer segment and service offering, and develop a strategy that maximizes customer satisfaction, retention, referrals and sales revenue.  Implement this strategy through specific, actionable quarterly goals for yourself and your team
 
Customers: You skillfully navigate relationships with customers by listening carefully to understand their point of view to align on mutually agreeable outcomes

Sales:  You are able to use the extensive information we have about our customers’ IT environments to help our customers understand the business benefit of investing in their IT infrastructure and tools, and use this to drive sales to a close - and you can coach your team to do the same

Technical Aptitude: You understand the basics of IT and you can coach your team to describe to customers how various technical solutions work (at a high level) to enable them to feel confident they are choosing the right solution

 
Team: Lead the team of Customer Success Managers to next level performance through clearly articulated expectations, high performance standards, coaching, knowledge sharing and encouraging learning to improve skills, and proactive performance management at the individual level

 
Internal Partners: Collaborate with cross-functional teams (including Sales, Professional Services and Service Delivery) to ensure smooth handoffs that result in a seamless customer experience, and continually improve our operating model

Must Haves

• Must have team leadership experience, with a track record for leading teams that delivered consistent results against target
• 5+ years of experience in at least one of: Sales, Information Technology (IT) or Customer Success 

Great to Haves

• Experience in a subscription-based technology business
• Professional certifications in Customer Success, Business Relationship Management, Sales and/or ITIL is an asset
• MBA is an asset