Customer Success Manager

We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year. Code review is required on every pull request, and nobody merges their own changes.

Overview:

This is a new position created as the team has grown over the last year. The Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. We work hybrid out of Toronto, usually three days in, two days remote.

Essential duties and responsibilities:

• Run quarterly business reviews with customer stakeholders.
• Own a portfolio of 30 to 50 accounts and their overall health.
• Document every customer touch in Salesforce.
• Lead kickoff calls and onboarding plans with new customers.
• Create help centre articles when the same question keeps coming up.
• Monitor usage and health scores in Gainsight and act on red flags.

Qualifications:

• 2+ years in customer success, account management or implementation at a SaaS company.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.
• Experience managing renewals or retention targets.
• Able to learn a technical product and explain it in plain terms.
• Calm under pressure when a customer is angry.

Nice to have:

• Background in healthcare, logistics or financial services customers.
• Experience with usage-based pricing.

$78,000 - $102,000 per year

Perks and benefits:

• Health spending account.
• RRSP matching.
• Three weeks paid vacation to start.
• Paid vacation.
• Parental leave top-up.
• Annual bonus.
• Tuition reimbursement.

This position requires a background check.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at SLJ Software Inc..