Customer Success Manager

Summary

Join Wealthsimple for Business as a Customer Success Manager and help scale our modern group retirement savings plan. Onboard new customers, drive adoption of the platform, manage plan transfers, and provide ongoing support and expertise. You will establish measurable goals, resolve issues, and proactively engage with customers. This role requires superior time management, communication, and problem-solving skills, along with bilingualism (French and English) and experience in the group retirement/pension industry. Wealthsimple offers competitive benefits, including health benefits, retirement savings matching, generous paid time off, wellness and professional development budgets, an international work program, and various employee resource groups.

Requirements

• Can provide best in class Customer relationships, matching problem solving skills with a deep Customer empathy
• Is able to adjust communications and support to related but different audiences and their needs
• Superior time management, task prioritization, and communication skills
• Is Bilingual – fluent in both writing and speaking in French
• Experience in Group Retirement / Pension industry

Responsibilities

• Onboard new Customers (companies, organizations etc) including working with Plan Sponsors and Admin’s to set up their Group Accounts, support platform integrations, organization and plan management
• Drive adoption of W4B with our Customers employees, providing instructions and training on GRSP’s, the plan and general financial wellness
• Manage the Transfer of any existing Group Plan over to W4B
• Provide ongoing support and expertise on the Wealthsimple for Business platform and highlight key features and functionality allowing the customer to execute their needs around implementing and maintaining their GRSP program
• Establish and track measurable goals for your customer accounts
• Manage and resolve bugs, issues, outages, escalations, working cross functionally with the Wealthsimple for Business team, Engineering, Treasury or Product etc
• Proactive outreach to your customers sharing best practices, optimizations, and general account management

Benefits

• Competitive salary with top-tier health benefits and life insurance
• Retirement savings matching plan using Wealthsimple Work
• 20 vacation days per year and unlimited sick and mental health days
• Up to $1,500 per year towards wellness and professional development budgets respectively
• 90 days away program: Employees can work internationally in eligible countries for up to 90 days per calendar year
• A wide variety of peer and company-led Employee Resource Groups (ie. Rainbow, Women of Wealthsimple, Black @ WS)
• Company-wide wellness days off scheduled throughout the year