Customer Success Manager

Summary

Join Unbounce, a leading landing page and conversion optimization platform, as a Customer Success Manager to drive success for Insightly customers. You will focus on customer engagement and retention, partnering with other teams to share customer feedback and influence product development. This role involves building trusted relationships with customers, providing recommendations, identifying at-risk accounts, and driving customer expansion and renewals. You will collaborate cross-functionally, advocate for customers, and master Insightly's platform. The position is remote, ideally in the EST time zone due to customers in the EU and APAC. This is an exciting opportunity to join a growing company and contribute to shaping its product strategy.

Requirements

• Minimum 3 years experience in a customer-facing role in SAAS
• You are fluent in both written and oral English
• Background in digital marketing, or foundational knowledge of it
• The role is remote but due to customers in EU and APAC , the EST time zone would be better
• Customer Orientation: The ability and willingness to find out what the customer wants and needs and to act accordingly, taking the organization’s costs and benefits into account
• Self-motivation: A key element of emotional intelligence, self-motivation includes our personal drive to improve and achieve, commitment to our goals, initiative, or readiness to act on opportunities, and optimism and resilience
• Time and Resource Management : The ability to manage a high volume of deliverables and effectively prioritize and complete tasks
• Communication : The ability to respectfully and effectively communicate ideas and information verbally and in writing to ensure that messages are understood and have the desired impact. Communication includes listening skills, giving and receiving feedback, public speaking skills, presentation skills and non-verbal communications
• Accountability: Being accountable and passing on accountability for one's own actions and those of colleagues and the organization. Being accountable for your results against customer metrics

Responsibilities

• Developing a trusted adviser relationship with Insightly customers using Zoom and email as the primary contact sources
• Consistently engaging customers in your book of business through frequent check ins and Business Reviews, focusing on feature adoption and overall engagement with the product
• Providing timely recommendations and educating Insightly customers based on their business goals and utilization insights
• Helping identify "at-risk" accounts and developing re-engagement strategies
• Helping identify and drive customer expansion and renewals
• Identifying customer needs and collaborating with the Product team to ensure customer success with special emphasis on upgrades and renewals
• Collaborating cross-departmentally with other stakeholders to identify customers for internal projects, user research, case studies and more
• Advocating for our customers through customer stories; sharing trends and insights with internal stakeholders to guide product development
• Mastering Insightly and deeply understanding our customers’ use cases
• Keeping well-informed of competitive products and solutions and what makes Insightly unique
• Represent the Insightly customer base in interdepartmental meetings/projects

Preferred Qualifications

• Experience using CRM tools a bonus
• Experience with reporting tools and CRM best practices

Benefits

• $72,401-$94,037 (including variable)
• Flexibility and Time Off
• Flexible Time Off Policy - We encourage a minimum of 4 weeks per year!
• Remote First Team
• Flexible Hours
• Work From Anywhere Program
• Health and Wellness
• Health Insurance
• Employee Assistance Program (EAP)
• Quarterly Company Wide Recharge Days
• End of Year Company Wide Holiday Closure
• Maternity & Parental Leave Program
• $2000 Lifestyle Spending Account (LSA)
• Weekly Virtual Yoga Classes
• Growth & Future
• RRSP, 401(K), WWK Pension Personal Contributions
• Volunteer Day
• Team Building Budget
• Referral Program ($1000)
• Anniversary Milestone LSA Top Up
• Birthday Day Off
• Professional Development Budget