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. Build strong relationships with key stakeholders, drive engagement and renewals, and identify growth opportunities. 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 K12 partners across Canada and the US. The compensation range is $79,500-$88,500 CAD (OTE $114,000 - $126,500). The position requires a minimum of two years of experience in a related field and strong communication and relationship-building skills. ThoughtExchange offers a comprehensive benefits package, including flexible extended benefits, generous time off, and wellness programs.

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 & seize 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 wellness 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
• You know the circumstances in which you excel—where you work and how you structure your day
• We pay fairly, considering the complexities of market rates, experience, location, and demand
• We believe in pay transparency and pay equity
• In addition to competitive pay and benefits, employees receive share options when joining the company
• In addition to remote hubs of employees across Canada and the US and offices in Rossland and Vancouver, we get together as a company every few years in some pretty cool locations
• We also connect virtually as a company every month and celebrate one another in our #gratitude Slack channel
• We host regular learning sessions
• You also have access to an annual Professional Development stipend & Company Coach to ensure you can grow in your role & advance your career