Customer Success Manager

Product, engineering and support teams work out of offices in Toronto, Ontario and two nearshore delivery centres. We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year. On-call rotates weekly and pays a flat stipend whether or not the pager goes off.

Position summary

Our team is growing and we are hiring a Customer Success Manager. We want someone who can read usage data, spot churn risk early and get the right people on a call before it is too late. We are headquartered in Toronto and have been hiring remotely since 2020. Employment is through our payroll partner in Spain. Salary is paid monthly in euros. Expect to work a schedule that overlaps with US Eastern business hours until about noon ET. We use Slack, Notion and Google Meet. Cameras on for team calls.

Your responsibilities

• Run quarterly business reviews with customer stakeholders.
• Flag expansion opportunities to the account executive or account manager.
• Create help centre articles when the same question keeps coming up.
• Report monthly on churn risk and saves.
• Build success plans with measurable goals for each account.
• Coordinate with support on open tickets for your accounts.
• Lead kickoff calls and onboarding plans with new customers.

Qualifications

• 3+ years in customer success, account management or implementation at a SaaS company.
• Experience managing renewals or retention targets.
• Calm under pressure when a customer is angry.
• Working knowledge of Salesforce.
• Comfortable presenting to directors and VPs.
• Organised across many accounts at once.

Preferred qualifications

• Certified Customer Success Manager (CCSM) or similar.
• Background in healthcare, logistics or financial services customers.
• Prior implementation or onboarding role.
• SQL or Looker for pulling your own account data.

Salary: €36,000 - €44,000/year

Benefits

• Co-working space stipend.
• 20 days paid time off.
• Annual team retreat.

Applications are reviewed on a rolling basis.

Start: Immediately.

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