Loopio is hiring a
Senior Customer Success Manager, Remote - Canada

Summary

The job description is for a Senior Customer Success Manager position at Loopio, focusing on the product 'Loopio for Salesforce®'. The role involves managing relationships with customers from top global brands, developing strategies to increase customer engagement, and working cross-functionally on critical projects. The candidate should have 3+ years of Account Management or Customer Success experience, impeccable communication skills, analytical abilities, organizational skills, and a strategic mindset.

Requirements

• 3+ years of Account Management or Customer Success experience
• Impeccable written and oral communication skills
• Confidence in judgement; you can identify & forecast potential risks with your customers and communicate those in high-level detail for support
• Masterful relationship-building skills; people find it really hard to not like you
• Extremely analytical; you leverage data in all of your decision-making
• Highly organized; able to effectively navigate requests and priorities
• Results-oriented; you always have your next goal in mind, and a plan to get there
• Highly strategic; you like to understand the big picture and new ways to drive forward high-level organizational goals
• Experience writing sales proposals or responding to RFPs is a huge plus
• Experience working with Salesforce is required (with Trailhead certifications as an added bonus!)
• Experience with and confidence in, configuring pricing proposals and negotiating with different levels of stakeholders would prove valuable in this role

Responsibilities

• Build meaningful deep relationships with Loopio for Salesforce® customers from top global brands through engaging emails, phone calls, and in-person meetings
• Harness your entrepreneurial spirit, dive deep into curiosity and challenge the status quo to construct and deliver an enterprise-level customer experience
• Develop creative strategies to increase customer engagement, drive growth, reduce churn, and produce Loopio for Salesforce® advocates
• Own subscription renewal and expansion presentations, communications and pricing negotiations
• Implement the customer journey for Loopio for Salesforce® customers based on value-driving milestones and adapt as the needs of our customers and the business evolve
• Support the development of Customer Journey resources for Loopio for Salesforce® customers
• Build engaging “success plays”, email templates, and meeting frameworks to help support the growth and success of your accounts
• Strategize on accelerating time to first value for first-year customers while planning long term growth plans for multi-year subscription customers
• Measure and action on engagement data and support the development of a Customer Health Score framework
• Work with the Support, Product and Development Teams to communicate customer feedback and priorities and build cross-functional partnerships
• Distill and present insights from our enterprise clients to internal teams, including our Senior Leadership Team
• Share Customer Success stories through case studies, blog posts, and internal communication
• Coach and mentor the professional growth of the Customer Success Team by fostering a culture of continuous learning and development

Benefits

• You’ll have a manager who coaches you through goal setting, frequent 1-on-1s, and real-time feedback
• A Sales team to partner with that will bring as much value to your customers relationships as you do
• You have tons of autonomy and responsibility: this role provides an opportunity to try new things and push creative boundaries
• You’ll learn more than you thought was possible; our team is obsessed with personal and professional growth (every Looper receives a professional mastery allowance each year)
• You’ll be set up to work remotely with a MacBook laptop, a monthly phone and internet allowance, and a work-from-home budget to help get your home office all set up!
• Join us in regular company socials, AMA (Ask-Me-Anything), and quarterly kick-off to celebrate the big wins and milestones as #oneteam!
• You’ll be joining a culture that has thoughtfully built out opportunities for connections in a remote first environment
• We have Employee Resource Groups, various fun virtual activities, and many more moments for us to have fun and learn together!
• You’ll be a part of an award-winning workplace and one of Canada’s fastest growing companies with ample opportunity to make a big impact here!