Customer Success Manager
ScriptPro
Job Level
Mid-LevelSenior
About the role
- Act as a problem-solver: understand customer needs, troubleshoot issues, and follow up to ensure resolution.
- Guide and train customers on the Practice Better platform so they can confidently use its features.
- Build deep product knowledge and share it with customers in clear, practical ways.
- Contribute to support resources like help articles and guides.
- Collect customer feedback, identify trends, and share insights with the development team.
- Log requests and keep teams updated on customer needs.
- Meet personal and team goals such as CSAT and response times while keeping customer satisfaction a top priority.
- Shape how the team serves customers and help build new processes with autonomy and ownership.
- Report to Customer Support Manager.
Requirements
- Completion of a post-secondary certificate or degree.
- Excellent written and verbal communication skills in English.
- Experience in a SaaS customer support role is a strong asset.
- Experience in the health and wellness industry is a bonus.
- Tech-savvy and comfortable learning new tools.
- Detail-oriented, organized, and strong with time management.
- Energized by fast-paced environments and the hustle of startup life.
- Customer-first mindset, focused on creating exceptional experiences.
- Results-driven and strategic in your approach.
- Comfortable working independently with little supervision.
- Able to work efficiently in a remote setting.
- Flexible to occasionally cover evenings and weekends to ensure customer support across time zones.
- Familiarity with Zendesk, Guru, Slack, and JIRA.
- Candidate must be located in Canada.
