Customer Success Manager

Job Typle Perm
Salary $55,000 CAD with $75,000 OTE 
Contact Natalie Young
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Reference 14543

The Role:

  • Drive client retention and growth among our customers by understanding their fundraising and prospect research needs, and helping them succeed in their mission

  • Enable successful adoption of product to customers via communication of use cases and best practices

  • Maintain a regular cadence of communicating with customers about their adoption and usage trends, sentiment, and mining for deeper engagement and upsell opportunities

  • Pro-actively identify clients at risk of non-renewal and assist them to receive value

  • Create positive experiences for customers that drive a positive Net Promoter Score (NPS)

  • Provide expert coaching to customers to enable them to maximize the value they derive from the product

  • Identify opportunities for customers to act as advocates (e.g. testimonials, case studies)

  • Marshall resources across the teams as needed to support customers’ needs

  • Represent the voice of the customer to better inform our sales process and product roadmap

  • Be available, if needed, to represent the company at customer conferences (virtual and in-person)

The Company:

  • They are a SaaS vendor who have the market share in their vertical

  • Best in market for what they do!

  • Very ethical sell – helping not-for-profit to identify donors to raise money

  • Backed by a hugely successful VC who have made a number of exciting acquisitions in their portfolio

  • They are selling a product that is ultimately changing people’s lives

  • Working here you will be contributing to so many great causes!

The Ideal Candidate:

  • 1-3 years in Customer Success, Relationship Management, Account Management in a SaaS environment

  • Experience working with or a passion for non-profit organizations

  • Exceptional communication skills, highly organized, collaborative and detail oriented

  • Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals

  • Results-driven mentality, with a bias for speed and action

  • Strong analytical skills, with the ability to translate data into insights. Experience with Excel, PowerPoint and Salesforce CRM required

  • Driven, self-motivated, enthusiastic and with a “can do” attitude

  • This is an in-office/onsite role at our headquarters in PEI

  • Applicants must be located in Prince Edward Island, consideration given for candidates in New Brunswick and Nova Scotia with frequent travel to PEI required

What You’ll Get:

  • $55,000 CAD with $75,000 OTE 

Job code - 14543