Customer Success Manager

Quality, regulatory and pharmacovigilance groups work across every site. Granitekeep Therapeutics is a global biopharmaceutical company with medicines approved in more than 60 countries.

The position

We are replacing a colleague who is moving away. You will be the customer's main contact after the sale and their voice inside Granitekeep Therapeutics. Hybrid, with three days a week in our Toronto office.

Job duties

• Drive renewals alongside the commercial team, starting 120 days out.
• Document every customer touch in Salesforce.
• Create help centre articles when the same question keeps coming up.
• Recruit happy customers for references and case studies.
• Report monthly on churn risk and saves.

Qualifications

• Organized across many accounts at once.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.
• Travel up to 15%.
• Able to learn a technical product and explain it in plain terms.
• Comfortable presenting to directors and VPs.
• Experience managing renewals or retention targets.
• Working knowledge of Salesforce.

Preferred

• SQL or Looker for pulling your own account data.
• Certified Customer Success Manager (CCSM) or similar.
• Zendesk or Intercom experience.
• Experience with usage-based pricing.

Rate: $82,000 - $99,000 annually

Pay and benefits

• Extended health and dental benefits.
• RRSP matching.
• Three weeks paid vacation to start.

Applicants must be legally entitled to work in Canada.

Please include a short note on why this role interests you.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Granitekeep Therapeutics.