Customer Success Manager, Courier
Easyship
Customer Success Manager
MindBridge
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇦 Canada
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ERP
About the role
- Driving Value - Renewals and expansions happen for one reason: the customer recognizes the unique value we deliver and expects to continue receiving it in the future. You will own this.
- Customer SME - You will be the product expert for your book of business—training users, advising customers on best practices, and introducing new features and capabilities.
- Customer Health - You will continuously assess risk across multiple vectors and develop comprehensive success plans to mitigate such risks. Examples of risks include lack of acknowledged value, loss of champions, low usage, competitive threats, M&A activity, and more.
- Customer Journey – You will partner with the Implementation team to ensure effective hand-offs and provide ongoing support. You will collaborate cross-functionally across the organization to deliver an exceptional customer experience throughout the entire customer journey.
- CS Metrics – You will leverage data and key CS metrics to drive strategic conversations, including GRR, NRR, NPS, and Time to Value.
- Product Feedback - You will serve as the voice of the customer, relaying product feedback and feature requests to the product development team. Your insights are essential to ensuring we build solutions that address real customer needs, solve their challenges, and help them succeed.
- Renewal and Expansion - You will partner with our sales organization to identify expansion opportunities and play a key role in making renewals an easy decision for our customers. For select accounts, you will own the end-to-end renewal process.
- Project Ownership - You will own and drive Customer Success initiatives as we grow and scale. We’re a small team, which means we have the unique opportunity to build the tools and processes we use. Leading operational projects is not only a great way to contribute, but also a valuable opportunity to learn and develop the systems, skills, and foundations that benefit the entire team.
Requirements
- 5+ years of SaaS experience excelling as a CSM in FinTech, or in a role such as ERP implementation consultant, risk advisory consultant, or a financial/accounting position within a firm or organization.
- Bachelor of Accounting /Finance/Business or equivalent degree is required.
- CPA or other relevant designation/qualification or international equivalent is strongly preferred.
- Proven success driving change in challenging customer environments with highly technical stakeholders.
- A strong technical aptitude and ability to understand complex software development systems and processes.
- Demonstrable experience in strategic account planning and execution.
- Excellent communication and presentation skills, with the ability to effectively engage all levels of stakeholders including the C-suite.
- Empathy, passion, determination, and a strong desire to win.
- Authorization to work in Canada.
- Ability to travel up to 25% of the time (Canada, US, UK, and EU).
Benefits
- Competitive Compensation and Equity
- Flexible Work – Hybrid or Remote
- Comprehensive health benefits and wellness programs
- Professional development opportunities
- Flexible Time Off
- Company Matched Retirement Plans
- Unplug and recharge - 4 company-wide digital detox days annually
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SaaSaccount planningrisk assessmentdata analysiscustomer success metricssoftware development systemsproject managementtechnical aptitudefinancial analysisERP implementation
Soft skills
communicationpresentationempathydeterminationpassionstakeholder engagementcollaborationleadershipproblem-solvingcustomer advocacy
Certifications
CPABachelor of AccountingBachelor of FinanceBachelor of Business