Remote Customer Success Manager

Summary

Join Wishpond Technologies as a Customer Success Manager and become the voice of the customer, ensuring they maximize their investment. Collaborate with the Project Management Team to lead retention and expansion efforts. The ideal candidate is passionate about customer value and advocacy, comfortable engaging with clients, and will commence in February/March. This role involves managing customer relationships, delivering on marketing goals, acting as a liaison with the Account Management Team, and driving revenue growth. You will also contribute to improving the user experience and fostering customer advocacy.

Requirements

• Minimum of 3+ years experience in a Customer Success role, preferably in a SaaS organization
• Self-motivated with the ability to establish and maintain solid relationships through a client-first mentality
• As part of a diverse team, ability to work both independently and collaboratively
• Must be technical, analytical, results-driven and have the ability to multi-task in a fast-paced environment
• Organized, administratively strong, and have solid writing, phone, and general communication skills
• Fluent in English (spoken and written)
• Willing to participate in ongoing education and training for the role

Responsibilities

• Own a book of business of small to medium customers and drive those customer relationships through a team-based approach throughout the entire customer lifecycle
• Responsible for the comprehension and delivery of customers’ marketing goals as it relates to Wishpond services, and ensuring that the goal and success criteria are aligned to the services we provide
• Act as a liaison to Wishpond’s Account Management Team on behalf of your customers
• Lead all retention efforts, including renewals, mapping of risks, cancellation requests and others for each client
• Assist customers with any escalated issues and questions pertaining to their service agreement, the Wishpond tools and any other topics on their relationship with Wishpond
• Understand our customer satisfaction measures
• Execute on our Customer Success engagement model inclusive of account management, success planning, retention and cross-sell/up-sell initiatives
• Expand revenue in existing accounts by working to identify/develop upsell opportunities and increase the average customer lifetime value
• Monitor and improve individual performance to ensure team members are providing an optimal customer experience and achieving internal goals
• Collaborate with our Product team to improve the user experience
• Help drive customer reviews and case studies
• Other duties as assigned

Preferred Qualifications

• Digital Marketing knowledge, including paid Ads, landing page optimization, email marketing and social media is considered an asset
• Experience using Shopify is preferred
• A degree or diploma that contributes to the organization or role is considered an asset
• Knowledge of a second language is considered an asset
• Knowledge of basic CSS, HTML and JS
• Google Tag Manager
• Experience with other marketing automation platforms
• Knowledge of CRM platforms
• Experience with landing page platforms
• Experience with email marketing platforms

Benefits

• Fully remote position allowing you to work from your home anywhere in the world !
• Exciting and dynamic environment with a great leadership team
• Comprehensive training program and regular performance reviews to facilitate your success
• Competitive compensation based on experience and proven abilities
• Great referral programs with incentives and bonuses
• Unbelievable product discounts when you use our products for your own business
• A global workforce of multi-cultural and talented colleagues
• A close-knit operation with amazing growth opportunities for your personal development
• A high-growth SaaS technology company publicly traded on the TSX Venture Exchange
• Corporate headquarters in beautiful Vancouver, British Columbia, Canada
• Access to our education credits program and so much more !