404 Senior Customer Success Manager jobs in Canada

Job Description

What you'll do

• Manage projects by creating implementation work-plans, facilitate status calls that drive completion of project milestones, and provide project progress reporting. Track and report on hours spent on customer projects.
• Uncover, analyze, and comprehend a variety of system requirements requiring review and consideration of multiple business priorities
• Advise customers on solution features, configuration options, and system processes and procedures
• Configure and customize new SchedulePro and ScheduleFlex customer instances, as well as understand and configure interfaces to third-party applications
• Manage changes to requested solutions, including following the documented change request process for scope and billing management
• Onboard clients, including creating training material and conducting effective training calls and/or visits with clients
• Proactively surface project risks and issues for the team to address as well as provide consultative guidance and dynamic solutions for any issues that arise
• Provide proactive outreach at all stages of the customer lifecycle
• Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide responses and/or solutions
• Develop and maintain strong relationships with colleagues and clients to ensure maximum satisfaction and retention levels
• Participate in customer support standby rotations when the regular support team is unavailable
• Assist, if requested, in the sales process, providing technical sales support
• Become an expert in the features, benefits, and implementation of Shiftboard's SchedulePro and ScheduleFlex solutions

Skills you'll need

• Bachelor's degree in business or technology with one or more years' experience implementing business software in a consultative role within a SaaS environment preferred though greater experience in a related role with increasing responsibility may be considered as an appropriate substitution
• One or more years of experience managing software implementation projects
• Two or more years of software application implementation experience in a consultative role, preferably within a SaaS environment
• Excellent communication and presentation skills
• Must be personable and enjoy working with people in an entirely customer-facing role
• Knowledge of project management/delivery methods and tools
• Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
• Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
• Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
• Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
• Working knowledge of Scrum and other Agile methodologies
• Bonus: previous experience with programming, or ability to write simple database queries and scripts
• Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
• Experience in the Workforce Management domain preferred
• Experience with Salesforce (or other CRM) desired
• Ability to travel (job requires up to 30% travel)
• Comfortable working as needed in a remote environment with video-conferencing tools

What you'll get

• Competitive wages
• ESPO (employee stock option program)
• Medical/dental vision coverage
• 401(k)
• Flexible PTO and 10 paid holidays per year
• Career advancement opportunities

Job Description

Westburne, a Division of Rexel Canada Electrical Inc. is a leading full-service distributor of electrical, automation, distribution, utility and renewable energy products.  Our branches across Canada provide services to a diverse customer base with local access, support and availability for a wealth of products.   At Westburne, we are relentless in our drive to be the best at enhancing the success of our customers by delivering products, services and responsiveness second to none. Our employees enjoy a stable and safe work environment, receive competitive compensation, benefits and pension packages, have access to on-going training and development as well as opportunities for continued growth within the organization. We are currently recruiting for a Customer Success Manager.   Reporting to the Industrial Solutions team, the Customer Success Manager is responsible for selling & delivering on-site services that support customer operations in process and discrete manufacturing.  The Customer Success Manager is a dynamic role with analytical, technical and sales responsibilities. Position Summary This position is responsible for the management and Annual Recurring Revenue (ARR) target associated to all contracts and software subscriptions within portfolio of site-based accounts. The Customer Success Manager takes ownership in individual overall development of technical and commercial skills, utilizing defined competency development and execution plans. This individual needs to demonstrate growth within existing account for both Annual Recurring Revenue (ARR) and general RA business Marketing Competencies: 1. Able to analyze market conditions, develop an annual business plan and coordinate its implementation. 2. Ability to develop and implement strategies to attack competition and grow market penetration 3. Be able to articulate Rockwell Automation’s value proposition in the Services space both commercially and financially. 4. Administer and implement marketing, promotion programs, and product launches for Rockwell Automation’s Services businesses. Sales Leadership Competencies: 1. Responsible for effectively influencing a multi-disciplinary team of people on behalf of customers within assigned portfolio 2. High level of responsiveness to customer issues when they arise 3. Genuine interest in making customers successful – Collaborates with others to reach that goal 4. Strives for quality and optimal customer service 5. Maintains a positive mindset when working in high stress commercial issues 6. Level headed demeanor in a variety of situations dealing with customer expectations 7. Level headed demeanor when facing internal/operational obstacles 8. Promoting customer needs as the key driver for business goals and initiatives 9. Manage multiple streams of work in parallel to achieve objectives 10. Balance customer expectations with profitability requirements Technical Competencies: 1. Comprehending needs and requirements of customers in order to bring strategic value to them 2. Works in complex environments; manages different customer work styles 3. Works on complex issues where analysis of data requires in-depth evaluation of variable factors 4. Exercises judgment selecting appropriate solutions Minimum qualification requirements: 1. University Degree 2. 2-5 years working with customers in a commercial and/or technical capacity 3. Knowledge on how services are organized and delivered 4. Commercial & Financial acumen 5. Independent knowledge in one or more industry/application 6. Leads negotiation conversations with executives 7. Proven written and verbal communication and presentation skills to all levels of the organization up to the Executive level delivering a coherent message about our value proposition Key Responsibilities of an Effective Distributor Customer Success Manager 1. Leverages data and workflow insights to implement Onboarding, Adoption, Expansion, and Renewal strategies tailored to each account in the portfolio. 2. Converts available customer data into tangible value by engaging with Services contracts and software subscriptions. 3. Regularly communicates the value provided to customers through a structured approach, including Business Reviews (BRs) and other communication methods. 4. Consistently meets contract retention targets. 5. Analyzes customer data and insights to suggest modifications or enhancements to existing contracts and subscription scopes that can enhance customer outcomes. Collaborates with Sales to initiate Expansion efforts based on these recommendations. 6. Prepares proposals and quotations, processes purchase orders, and manages invoicing. 7. Utilizes Westburne CRM and ERP systems for transactions with customers and partners. 8. Manages logistics, non-disclosure agreements, contracts, and document organization related to services and contracts. 9. Cultivates a collaborative team environment with Sales, Delivery, and Rockwell Automation sales team members to enhance the customer experience. Works closely with team members to ensure optimal service delivery. 10. Provides feedback to relevant Rockwell Automation teams to ensure customer insights are communicated effectively. How to Apply * If this is the right position for you, click apply. * We thank all candidates for their interest, however, only candidates selected for interviews will be contacted. * If you require any accommodation in the application process, please contact us with the “Need Help” button in Fitzii.

Job Description

What you'll do

• Manage projects by creating implementation work-plans, facilitate status calls that drive completion of project milestones, and provide project progress reporting. Track and report on hours spent on customer projects.
• Uncover, analyze, and comprehend a variety of system requirements requiring review and consideration of multiple business priorities
• Advise customers on solution features, configuration options, and system processes and procedures
• Configure and customize new SchedulePro and ScheduleFlex customer instances, as well as understand and configure interfaces to third-party applications
• Manage changes to requested solutions, including following the documented change request process for scope and billing management
• Onboard clients, including creating training material and conducting effective training calls and/or visits with clients
• Proactively surface project risks and issues for the team to address as well as provide consultative guidance and dynamic solutions for any issues that arise
• Provide proactive outreach at all stages of the customer lifecycle
• Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide responses and/or solutions
• Develop and maintain strong relationships with colleagues and clients to ensure maximum satisfaction and retention levels
• Participate in customer support standby rotations when the regular support team is unavailable
• Assist, if requested, in the sales process, providing technical sales support
• Become an expert in the features, benefits, and implementation of Shiftboard's SchedulePro and ScheduleFlex solutions

Skills you'll need

• Bachelor's degree in business or technology with one or more years' experience implementing business software in a consultative role within a SaaS environment preferred though greater experience in a related role with increasing responsibility may be considered as an appropriate substitution
• One or more years of experience managing software implementation projects
• Two or more years of software application implementation experience in a consultative role, preferably within a SaaS environment
• Excellent communication and presentation skills
• Must be personable and enjoy working with people in an entirely customer-facing role
• Knowledge of project management/delivery methods and tools
• Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
• Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
• Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
• Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
• Working knowledge of Scrum and other Agile methodologies
• Bonus: previous experience with programming, or ability to write simple database queries and scripts
• Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
• Experience in the Workforce Management domain preferred
• Experience with Salesforce (or other CRM) desired
• Ability to travel (job requires up to 30% travel)
• Comfortable working as needed in a remote environment with video-conferencing tools

What you'll get

• Competitive wages
• ESPO (employee stock option program)
• Medical/dental vision coverage
• 401(k)
• Flexible PTO and 10 paid holidays per year
• Career advancement opportunities

Job Description

Salary:

The Opportunity

The Customer Success Managerhas a strategic and supportive role within the Customer Success team at Euna Solutions, reporting to the Manager of Customer Success.

As a Customer Success Manager, you will be responsible for ensuring that our B2B SaaS customers in the public sector are successful in achieving their desired outcomes and realizing the full value of our product. By working closely with customers to understand their business needs, you will develop and implement strategies to help them achieve their goals, and build strong, long-lasting relationships with key stakeholders. You will also collaborate with cross-functional teams to ensure that your profile of customers receive the best possible service and support across all touchpoints in their partnership with Euna Solutions.

Responsibilities

• Develop a deep understanding of our B2B SaaS product and its use cases in the public sector.
• Communicate confidently with executives, project managers, business analysts, end users and key stakeholders leading regular customer meetings.
• Build strong relationships with key stakeholders, identifying individual and organizational goals to deliver value at any communication touchpoint.
• Design and execute customer success plans to help customers achieve their desired outcomes and maximize the value they receive from our product.
• Conduct regular customer check-ins to monitor progress, identify issues, and address concerns.
• Collaborate with senior Customer Success Managers and cross-functional teams, including sales, marketing, and product development, to ensure customers receive exceptional service.
• Analyze customer data and usage patterns to identify opportunities to upsell, cross-sell, or expand the scope of our product offering.
• Prepare customer estimates, quotes and contract amendments managing upsell opportunities in Salesforce.
• Monitor customer health indicators and respond to potential risk factors for customer retention.
• Request, track and respond to surveys, including NPS, CSAT and implementation surveys.
• Attending and assisting with webinars, and events, connecting with customers and expanding our customer community.

Experience

• Bachelor's degree in business, communications, computer science, or related field.
• 1 + year(s) of experience in customer success, customer support, or a related field.
• Proven track record of developing and implementing successful customer experience strategies.
• Experience in project management, including the ability to manage multiple projects simultaneously.
• Proficient in Salesforce, Microsoft Office, and other relevant software applications.
  

Location

This position will be hybrid wtih 3 days/week in our Oakville, ON office.

WhatIt'sLike to Work at Euna Solutions

At Euna Solutions, we carefully foster a work environment where employees have a safe space for creative and intellectual freedom, and the opportunity to work cross-functionally. We offer a dynamic environment with considerable opportunity for professional growth and advancement.

Here are some of theperksthat Euna employees enjoy:

Competitive wages
Wepaycompetitive wages and salaries, and we only expect an honest 40-hour week for it.

Wellness days
Whats better than a long weekend? An extra-long weekend!Euna Employees enjoy 2 extra days off in the summer to extend long weekends! Extra days to decompress and spend time doing the things you love.

Community Engagement Committee
At Euna, we know how important it is to give back. Our community engagement committee looks for ways to give back to our local communities through time,giftsand skills.

Flexible Work Days
Weunderstandthat what a workday looks like differs by employee and the role requirements. Through our interview processwellwork with you to ensureitsa fitfor you and the specific roleyoureinterested in.

Benefits
Askus for a copy of our health and dental benefits!

Culture committee
Celebrateatevery occasion with the culture team! They make sure that our teams culture is bustling with frequent fun events for holidays and special occasions, as well as for miscellaneous fun.

About Euna Solutions

Euna Solutions is a leading provider of purpose-built, cloud-based software that helps public sector and government organizations streamline procurement, budgeting, payments, grants management, and special education administration. Designed to enhance efficiency, collaboration, and compliance, Euna Solutions supports more than3,400organizations across North America in building trust, enabling transparency, and driving community impact. Recognized on Government Technologys GovTech 100 list, Euna Solutions is committed to advancing public sector progress through innovative SaaS solutions. To learn more, visit

Please visit our website: check out our LinkedIn Pages

We believe in embracing new perspectives andoptimizingimpact. If you have relatable experience and relevant transferrable skills but feel you may be missing a few of the requirements, we encourage you to apply! We recognize that people have unique career journeys and ifyou'reexcited about this role and know you can bring something great to the team, then we want to hear from you. Please know Euna Solutions is committed toprovidinga comfortable and accessible interview process for every candidate. If there are anyaccommodationsour team can make throughout our hiring process (big or small), please let us know.

For any inquiries or requestsregardingaccessibility at Euna Solutions, please email or call our officeat . Upon request,appropriate accessibleformats or arrangements will beprovidedas soon aspracticable.

Job Description

About FLiiP

FLiiP is revolutionizing fitness business management through our all-in-one SaaS platform. As a seed-stage startup, we've recently raised over 4 million CAD and are scaling rapidly, aiming to 4x our growth over the next two years. We serve gyms, yoga studios, martial arts centers, and other fitness businesses with powerful software solutions that streamline operations and improve customer management. We're part of the Google for Startups Accelerator and backed by top investors.

We're seeking a proactive Customer Success Manager to drive customer retention, expansion, and advocacy. This is a founding CS role where you'll build relationships with our fitness industry clients, ensure they achieve their business goals using FLiiP, and contribute to our rapid growth trajectory. You'll work closely with sales, product, and support teams to deliver exceptional customer experiences.

• Guide new clients through the onboarding steps while transitioning from their previous software to FLiiP
• Identify opportunities for account expansion and revenue generation within our customer base
• Advise customers on how to improve their performance and their return on investment
• Clearly communicate the benefits of new product features and ensure customers adopt them quickly
• Work closely with our product and engineering teams to resolve issues
• Work collaboratively with clients to help them fully understand our value and achieve results

Requirements

• 3-5 years of customer success, account management, or client-facing experience
• Bilingual - French/English (written and verbal) with a preference for english native speakers
• Experience in B2B SaaS or technology environments
• Proven track record of managing customer relationships and driving retention
• Analytical mindset with ability to interpret customer data and usage metrics
• Self-motivated with excellent organizational and project management skills
• Experience in fitness, wellness, or related industries is an aset

Personal Attributes

• Proactive Builder: Takes initiative and drives improvements independently
• Data-Driven: Uses metrics to inform decisions and measure success
• Team Player: Collaborative approach with strong cross-functional skills
• Relationship-Oriented: Builds trust and meaningful connections with clients
• Curious & Quick Learner: Adapts quickly and embraces new challenges
• Resilient & Adaptable: Thrives in fast-paced startup environment
• Positive Attitude: Maintains optimism and grows with feedback

Benefits

• Competitive salary and benefits package
• Hybrid work model with flexible remote culture
• Health & insurance benefits
• Health, Fitness & Wellness program: We provide all employees an allowance to encourage them to move
• Direct access to executive team and significant growth opportunities
• Career advancement opportunities in various department (Customer Success, Sales, Marketing, etc.)

Job Description

Salary:

Join the Cyber-DNS team at CIRA and play a key role in advancing Canadas cybersecurity and DNS infrastructure! Our Cyber-DNS team is dedicated to protecting Canadians online by delivering cutting-edge solutions.

Youll tackle projects that make a real differenceincluding empowering users with CIRA Cybersecurity Awareness Training, securing household and enterprise networks through CIRA Canadian Shield and DNS Firewall, or defending against DDoS attacks with Anycast DNS. This is your chance to be part of a team thats shaping the future of digital security and DNS technology, making a meaningful difference in how Canadians and global citizens alike experience and trust the internet!

Who you are:

You are both a customer advocate and a business driver. Solutions-focused and motivated by results, you build trusted relationships that help customers achieve their goals while delivering measurable business impact. As a strategic advisor, you ensure customers gain maximum value from CIRAs cybersecurity solutionschampioning their needs while fostering long-term growth for them and for the organization.

What you'll do:

• Become a trusted advisor and the go-to partner for customers, building deep, strategic relationships that drive loyalty and long-term success.
• Craft tailored success strategies by understanding each clients cybersecurity priorities, business goals, and technical environment.
• Lead smooth, confident onboarding experiences that set customers up for immediate wins and lasting value.
• Proactively guide customers through regular check-ins, QBRs, and reviews to showcase impact and uncover opportunities for growth.
• Resolve complex challenges quickly and transparently by partnering with internal teams and coordinating responses.
• Use adoption and engagement data to spark meaningful conversations, inspire new use cases, and drive measurable results.
• Deliver actionable insights that strengthen security postures, increase ROI, and position customers for future success.
• Spot and address churn risks early, implementing engagement plans that turn at-risk accounts into advocates.
• Keep communication clear, timely, and on pointensuring customers feel heard, supported, and valued at every step.
• Secure renewals by making the value of CIRAs solutions undeniable and building trust that lasts.
• Partner with Sales to uncover and activate upsell and cross-sell opportunities that deepen customer impact.

What you bring:

• 3+ years in Customer Success, Account Management, or similar customer-facing roles, preferably in SaaS or cybersecurity.
• Bachelors degree in a technical or business discipline.
• A customer-first mindset paired with exceptional communication and relationship-building skills in English; French language skills are a strong asset.
• Proven ability to translate complex technical concepts into clear, actionable recommendations for diverse audiences.
• Demonstrated success in driving product adoption, renewals, and expansion within existing customer accounts.
• A data-driven, continuous improvement mindset with a passion for optimizing processes and enhancing customer engagement.
• Strong problem-solving skills and the ability to remain calm and solutions-focused in high-pressure situations.
• Natural collaboration skills with the ability to influence cross-functional teams and align stakeholders toward shared goals.
• Adaptability to thrive in a fast-changing environment and proactively anticipate customer needs.

Who we are:

At CIRA, were driven by a passion to make a positive impact on Canadas digital future. Were not just asking, What more can we do?were actively exploring new frontiers to enhance and secure the internet for all Canadians. Our recognition as one of the National Capital Regions Top Employers for nine years is a testament to our vibrant culture. We believe in fostering an environment where collaboration and candour are second nature and where diverse perspectives are integral to our success, because we know that great ideas come from everywhere. If youre passionate about innovation and ready to make a difference in a dynamic field, join us and help shape the future of the internet!

CIRA embraces a blend of remote and IRL in-office work to keep our team connected and engaged. Our Ottawa headquarters is a hub for regular events and social activities that bring our team together, encouraging a strong sense of community within our organization. No matter where you work from, you'll always feel part of our vibrant team and our shared mission.

For any accommodations during the recruitment process, please contact us

Job Description

TITAN is a no-code, web-based platform within the Salesforce ecosystem for seamless form creation, data collection, and workflow automation. We are looking to hire Customer Success Managers to join our growing Customer Success team in North America.

As a Customer Success Manager , you'll manage client onboarding, expansions, and renewals while leveraging technical expertise with a strategic business mindset to build strong customer relationships and identify growth opportunities. Join our innovative CS team to drive success and collaborate with Sales, Product, Solutions, and Support teams.

• Serve as the primary point of contact for assigned customers, ensuring seamless onboarding, training, and adoption.
• Lead discovery meetings with key users and stakeholders from customers and partners to position Titan as a core system and focus on maximizing its value.
• Build strong relationships with key stakeholders to drive engagement and long-term success.
• Identify upsell and expansion opportunities by aligning product capabilities with customer needs.
• Analyze customer usage data to proactively address risks and drive retention strategies.
• Conduct regular business reviews and proactively address issues to drive customer satisfaction and retention.

• Work with a dynamic and innovative team in a fast-growing SaaS startup
• Collaborate with industry-leading clients and gain exposure to cutting-edge technologies
• Enjoy the flexibility of remote work and a healthy work-life balance
• Competitive compensation package and opportunities for professional growth and development

At TITAN, we embrace diversity as a source of innovation and strength. We’re dedicated to creating an inclusive environment where everyone’s unique perspectives are valued and celebrated.

• 2-4 years of proven experience as a Customer Success Manager or Technical Account Manager in a SaaS company (must ).
• Excellent verbal and written communication skills with strong customer-facing abilities, including a willingness to meet clients onsite and lead business discussions.
• Experience in identifying upsell/cross-sell opportunities and working closely with Sales.
• Hands-on experience with onboarding and implementation processes of Salesforce or other CRMs - a must.
• A can-do approach with strong problem-solving skills and the ability to work under pressure.
• Fluent in English; additional languages are a plus.
• Ability to work remotely across EST/PST time zones.
• Bachelor’s degree in Computer Science, Industrial Engineering, Business or equivalent experience.

Job Description

Salary:

About Audience Republic

Audience Republic is an all-in-one CRM and marketing platform built for events and venues. We work with some of the biggest names in the worldpowering events featuring artists like Taylor Swift, Paul McCartney, Post Malone, Elton John, RFS DU SOL, ODESZA, and Flume.

What Youll Do

As a CSM, youll manage a portfolio of customers across North America and UK/Europe driving retention, expansion, and product adoption. Youll work with venues, festivals, concert promoters, and artists to optimize their use of Audience Republic and grow their businesses.

Your key responsibilities include:

• Customer Onboarding & Activation - Guide new customers through onboarding for a smooth, high-impact activation.
• Product Adoption & Engagement - Monitor customer health scores, usage data, and trends to drive proactive engagement through regular check-ins, QBRs (Quarterly Business Reviews), and strategic consultations.
• Retention, Growth & Upsells - Drive retention, expansion revenue and upsells by demonstrating additional value.
• Churn Prevention & Risk Mitigation - Identify at-risk accounts early and implement strategic action plans to prevent churn.
• Collaboration & Cross-Functional Communication - Problem-solve issues proactively, working cross-functionally with Product and Support.

Who You Are

Were looking for someone who is:

• Experienced in SaaS Customer Success At least 3+ years in a Customer Success role within a SaaS company.
• Startup-Proven Comfortable working in a fast-paced startup environment, with a self-starter mentality and a solution-focused approach.
• Ownership-Driven Takes full responsibility for managing their book of business like an entrepreneur.
• Industry Knowledge (Nice to Have) Experience in the music or events industry is a plus but not required.

How We Work

These arent just valueswe live by them:

• #Customer Obsessed - You'll be obsessed with our customer, becoming an expert on their problems and how to solve them. You'll be focused on contributing to an amazing experience for our customers.
• #Raise The Bar - You are always pushing the boundaries of what you are capable of. You'll be constantly improving and levelling up your skills.
• #Massive Impact - You think like an owner, and always focus on making an impact on collective goals, not just your own individual goals.
• #Hungry & Humble - You really want it, are resilient and tenacious. You have a strong work ethic, but also have the humility to receive feedback, or be open to new approaches.

Job Description

Salary: $70,000 - $0,000 base + 10K variable

Why Minga!

We're looking for someone who is an exceptional relationship builder, account manager and communicator. If this sounds like you, keep reading! If it's not quite your forte yet, master it and then consider applying in the future.

This role is full time, Monday - Friday. We are a hybrid work environment with 3 days a week in the office (Monday, Tuesday, Thursday) with optional remote days (Wednesday, Friday). You will need to be located in the Kelowna area and be able to reliably commute into the office downtown Kelowna in the Innovation Center. While your standard work hours will be 9am to 5pm PST there will be times when our customer base requires us to be available in the Eastern Time Zone (6:00am - 9am).

The expected start date for this role is September 2025

Associate Customer Success Manager 60-70K + 10K variable (70-80K OTE)
Intermediate Customer Success Manager 70-80K + 10K variable (80-90K OTE)

Your Responsibilities:

As a vital member of our Customer Experience team, you'll serve as the Customer Success Manager, responsible for the following:

• Ensure smooth onboarding of new customers, guiding them through the implementation process, and assisting with any setup or integration issues.
• Build and maintain strong relationships with key customers
• Serve as the main point of contact for assigned customer accounts, understanding their business needs, goals, and challenges (Manage high volume of up to 100 customers)
• Act as the voice of the customer within the company, advocating for their needs, requirements, and feedback to relevant teams such as product development and marketing.
• Provide training sessions to help customers maximize the value of the product or service they have purchased.
• Anticipate customer needs and proactively address potential issues before they arise, providing solutions and recommendations to improve their experience.
• Monitor customer usage data and analyze key metrics to identify trends, opportunities, and areas for improvement. Provide regular reports and insights to customers and internal stakeholders.
• Work closely with the sales team to ensure timely renewal of customer contracts, engaging in renewal discussions, and addressing any concerns or objections.
• Identify opportunities to upsell or cross-sell additional products or services that would benefit the customer and help them achieve their goals.
• Collect feedback from customers and use it to drive product improvements and enhancements.
• Monitor the health of customer accounts, identifying signs of potential churn and taking proactive steps to mitigate risk and retain customers.
• Develop and execute customer success plans tailored to each customer's unique goals and objectives, outlining milestones, success criteria, and action items.
• Work closely with cross-functional teams such as sales, product, marketing, and support to ensure a seamless customer experience and alignment on customer priorities.

Your Qualifications:

This role requires 3+ years relevant customer success experience:

• Experience working in a SaaS environment
• Experience working with enterprise / tier 1 customers
• Experience with 1:1 virtual onboarding & support
• Working knowledge of zoom and managing multiple time zones
• Excellent communication skills, both verbal and written, with a friendly and professional demeanor
• Experience in handling customer inquiries via various channels such as email, chat, and phone
• Strong problem-solving abilities to efficiently resolve customer issues and inquiries
• Experience using a CRM (we use Hubspot)
• Ability to multitask and prioritize tasks effectively in a fast-paced environment
• Empathy and patience when dealing with customer concerns or complaints
• Willingness to learn and adapt to new technologies and updates in the SaaS industry
• Capability to work collaboratively with cross-functional teams
• Strong attention to detail to ensure accurate documentation of customer interactions and resolutions
• Proactive mindset to identify recurring issues and suggest improvements to enhance the overall customer experience.
• Maintaining a positive attitude, enjoying life, and balancing work with fun, not taking things too seriously.

The Perks:

Embrace the perks of a flexible, hybrid work environment (three days in the office), along with comprehensive health, dental, and vision care. Enjoy your well-deserved vacation days, holidays, and sick leave. Seize opportunities for professional development and training on the job. Our employees enjoy a more laid-back and enjoyable office environment (with snacks). Our team-building events, holiday parties, and social gatherings are the icing on the cake.

Join the Minga Movement!

Are you ready to embark on an exciting career journey with Minga? Apply now and become part of a team of professionals dedicated to creating positive change in K-12 education! If you aren't the ideal candidate, that's OK too! If you don't have the related experience we are looking for in some way but still think you'd be great, apply anyways and tell us why.