Remote Senior Customer Success Manager

Summary

Join TealBook as a Senior Customer Success Manager on a contractual basis for maternity leave coverage and contribute to delivering exceptional customer experiences.

Requirements

• 5+ years in customer success
• B2B Enterprise SaaS customer success experience preferred
• Strong understanding of B2B customer needs, pain points, and purchasing behaviour
• Excellent communication and interpersonal skills for building strong relationships
• Strong analytical and problem-solving skills for quick issue resolution
• Ability to develop customer success plans with measurable metrics and ROI alignment
• Ability to apply strategic thinking to broad-based company goals and quickly adapt when a change in scope impacts customer sentiment/decision-making
• High level of independence and ability to solve routine problems and vague issues without close supervision
• Self-starter with the ability to work autonomously as well as in group settings and collaboratively with Sales and Product teams, as well as many other cross-functional teams
• Consistent history of delivering quality work on time
• Passion for delivering customer value, proactive engagement and regular contact as part of delivering an excellent customer experience
• Experience working in a fast-paced, dynamic environment, the ability to manage multiple projects simultaneously and knowledge of how best to prioritize work to deliver the most effective results
• Strategic thinker adaptable to changing scopes and customer sentiments
• Passion for delivering proactive customer value and engagement
• Experience in fast-paced, collaborative environments managing multiple projects
• Source-to-pay procurement expertise is advantageous
• Proficiency in Google Suite (Sheets, Slides) and Microsoft Excel, Salesforce and ChurnZero
• Demonstrated track record of customer advocacy and accountability

Responsibilities

• Manage an enterprise-level portfolio of accounts from the implementation of our products forward
• Cultivate and nurture relationships with key customer stakeholders, serving as their trusted advisor
• Proactively engage with customers to grasp their objectives and aid them in achieving success with our products and services
• Deliver ongoing value to customers through business reviews and reporting, ensuring continuous satisfaction
• Represent the Voice of the Customer, providing feedback to the internal Product team to guide roadmap planning and prioritization
• Educate clients and internal teams on industry insights and our unique differentiators in the marketplace
• Craft compelling narratives to communicate value and foster engagement
• Demonstrate an understanding of TealBook’s value metrics and share value propositions with your customers that are relevant and help build an ROI
• Manage renewal negotiations skillfully, collaborating with strategic account managers to achieve optimal results
• Develop and implement customer retention programs to reduce churn, meet renewal targets, and increase customer loyalty
• Collaborate cross-functionally to enhance the customer experience and foster long-term relationships
• Drive end-user adoption and measurable ROI, leveraging data to identify growth opportunities within your book of business
• Monitor customer health and maintain detailed records in ChurnZero and Salesforce CRMs for swift issue resolution
• Enhance communication flow between clients and our organization for timely resolutions
• Utilize analytics to drive informed decisions and enhance outcomes for customers
• Provide mentorship, guidance, and support to junior Customer Success Managers on the team

Benefits

• Fully Remote: We may be based in Toronto, but we're a remote team with colleagues across Canada and the U.S
• Competitive Pay: We believe in rewarding hustle and giving credit where it's due. Our rates are highly competitive and reflect your hard work and expertise
• Extra PTO: We want to ensure you stay rested, so we provide 3 weeks of PTO
• Winter Break: We call it TealWeek, but you know it as that nebulous time between Christmas and New Year's when time has no meaning. Yeeeeah, we take that week off. And it's paid!
• Tech: We're an Apple company. Expect a MacBook Pro and all the gear you need for your home office to be sent right to your home before your first day. We also have a work-from-home allowance to help if you need something we don't have