Customer Success Manager

Summary

Join ThoughtExchange as a Customer Success Manager and play a vital role in ensuring customer success and maximizing the value of our platform. You will serve as a trusted advisor, building strong relationships with key stakeholders to drive engagement, renewals, and growth. Develop tailored success plans, deliver in-depth training, and provide ongoing support to enable customers to harness the power of ThoughtExchange. This role offers the opportunity to make a meaningful impact by supporting School District partners across Canada and the US. The hiring range is $79,500-$88,500 CAD (OTE $114,000 - $126,500). We offer a remote-first work environment and a comprehensive benefits package.

Requirements

• Minimum 2 years of experience in Customer Success, Account Management, or a related role, preferably in a SaaS or technology environment
• Demonstrated success in driving renewals, upsells, and managing complex customer accounts
• Strong relationship-building and interpersonal skills to foster trust and engagement with multi-level stakeholders
• Exceptional communication, presentation, and negotiation skills
• Ability to manage multiple deadlines, with excellent organizational and time-management skills
• Commitment to maintaining excellent data hygiene by promptly recording all notes, activities, milestones, and tasks related to customer interaction
• Excited by the ability to travel and to meet customers face-to-face as well as potential in-person team or company meetings (no more than once a quarter)

Responsibilities

• Serve as a trusted advisor & strategic partner through every stage of the customer journey to drive customer engagement & advocacy, secure renewals & identify growth opportunities
• Build and foster multi-level customer relationships by deepening relationships with key contacts and identifying other key stakeholders at the customer's organization
• Lead the end-to-end renewal process, including territory planning, negotiation, execution of renewal & expansion/upsell opportunities, moving opportunities through the pipeline, and delivering accurate forecasts to CS leadership
• Develop success plans aligned with the customer's goals, business challenges and timelines and translate their vision into value-based solutions to drive product adoption and ROI
• Support customers in onboarding, executing value-based engagements, provide recommendations on survey design and structure, and deliver ongoing training sessions as needed
• Conduct strategic business reviews to align with customers on priorities, product updates, customer satisfaction, engagement best practices and value received to date
• Advocate for customer needs & pain points internally by ensuring customer feedback is documented and that critical insights are surfaced across key departments
• Use data and leading indicators to proactively identify customer risk & opportunities, taking action to mitigate risk & seizing opportunities for account growth
• Collaborate with internal teams, including Product, Support, and Development, to resolve customer challenges and ensure a seamless, consistent experience
• Use internal systems & tools to track key accounts, contacts, opportunities, communications, and important notes in a timely manner
• Stay informed on product updates, emerging engagement strategies, and industry best practices to ensure alignment with current trends and deliver innovative solutions to customers
• Collaborate closely with cross-functional teams to share customer stories, gather referrals, support seamless new customer handoffs and support product improvements

Preferred Qualifications

• Experience working in the Education vertical
• Knowledge of survey design principles, engagement best practices, and/or ROI measurement
• Foundational knowledge of CRM (Customer Relationship Management) software for file management, updating accounts, and tracking health metrics
• Experience upselling or generating new business

Benefits

• From day one, you’ll receive a benefits package focused on health & wellness that includes a generous time off policy, flexible extended benefits plan options, and company-wide Mental Health days off scheduled through the year
• Our benefits package also includes maternity & parental leave top-up programs and access to Maple , Inklebot , and Headspace which support our employees' primary care, mental health, and wellness needs
• We’ve been remote-first for over ten years
• We’re contribution-focused and operate on mutual trust because we need you to feel empowered to be your best self
• In addition to competitive pay and benefits, employees receive share options when joining the company
• Additional options are awarded throughout your ThoughtExchange career based on ongoing contributions to the company
• You can join regular Anti-racism, Diversity, Equity & Inclusion (ADEI) and Learning & Development sessions
• You also have access to an annual Professional Development stipend & Company Coach to ensure you can grow in your role & advance your career