Remote CUSTOMER SUCCESS MANAGER

Summary

Join Wishpond as a Customer Success Manager and be the voice and advocate of the customer within our organization. As an individual contributor role, you will lead all retention and expansion efforts for each client, ensuring they derive value from their relationship with Wishpond.

Requirements

• Minimum of 3+ years experience in a Customer Success role, preferably in a SaaS organization
• 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
• 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). Knowledge of a second language is considered an asset

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

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