Customer Success Manager
Jitterbit
Customer Success Director
Wishpond (TSXV:WISH)
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇧🇷 Brazil
Visit company websiteJob Level
Lead
About the role
- Partner with the Executive Leadership Team to align customer success goals with overall company strategy and business objectives.
- Lead the design and execution of customer success strategies that enhance user adoption, engagement, and retention across the customer lifecycle.
- Drive customer value realization by implementing programs that increase product usage, customer satisfaction, and lifetime value.
- Collaborate cross-functionally with Product, Marketing, and Sales to identify opportunities that improve the self-serve customer journey and reduce churn.
- Champion the voice of the customer, ensuring insights from customer interactions directly influence product roadmap and operational priorities.
- Foster a customer-first culture across all teams by promoting accountability, empathy, and proactive problem-solving.
- Oversee support operations, ensuring fast resolution times, scalability of help channels, and continuous improvement of customer experience.
- Manage key accounts and at-risk customers, implementing strategies to strengthen relationships and maximize renewals.
- Develop and monitor KPIs for success metrics, including NPS, retention, expansion revenue, and time-to-value.
- Own and manage the customer success budget, optimizing resources for maximum efficiency and impact.
- Collaborate with Product and Data teams to conduct customer insights and feedback analysis, driving actionable improvements.
- Partner with Marketing to launch education, onboarding, and enablement programs for the self-serve customer base.
- Lead, mentor, and grow a high-performing Customer Success organization, including Account Managers, Support Specialists, and Success Managers.
- Build scalable processes and systems that support self-serve and hybrid customer engagement models.
- Recruit, coach, and empower team members, fostering professional growth and operational excellence.
- Cultivate a culture of collaboration, transparency, and integrity that drives both team and customer loyalty.
- Perform other leadership duties as required to ensure customer satisfaction, team performance, and business success.
- Other duties as assigned.
Requirements
- A minimum of 5-7 years of experience, preferably within a SaaS oriented marketing operation or marketing agency
- A degree or diploma that contributes to the organization is considered an asset
- Strong recruitment, training, leadership, and negotiation skills
- In-depth knowledge of marketing strategies and best practices
- Experience in sales is considered an asset
- Capacity to manage global teams and complex projects seamlessly
- Must be detail-oriented, creative and have a passion for helping partners and Team Members achieve their goals
- Self-motivated with the ability to establish and maintain solid relationships through a client-first mentality
- Must be technical, analytical, results-driven and have the ability to multitask in a fast-paced environment
- Organized, administratively strong, and have solid writing, phone, and general communication skills
- Strong analytical and troubleshooting abilities to handle escalated issues and develop creative solutions for customers.
- Excellent communication skills, with the ability to provide clear, empathetic guidance to customers and constructive feedback to team members.
- Deeply committed to customer satisfaction, capable of fostering a service-first culture within the team.
- Eager to participate in ongoing education and training for both personal and team development.
- Fluent in English (spoken and written); knowledge of an additional language is an asset.
Benefits
- Fully remote position allowing you to work from your home anywhere in the world !
- Exciting and dynamic environment with a great leadership team
- Comprehensive training program and regular performance reviews to facilitate your success
- Competitive compensation based on experience and proven abilities
- Great referral programs with incentives and bonuses
- Unbelievable product discounts when you use our products for your own business
- A global workforce of multi-cultural and talented colleagues
- A close-knit operation with amazing growth opportunities for your personal development
- A high-growth SaaS technology company publicly traded on the TSX Venture Exchange
- Corporate headquarters in beautiful Vancouver, British Columbia, Canada
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success strategiesKPI developmentmarketing strategiessales experiencedata analysisprogram implementationcustomer feedback analysisbudget managementproject managementSaaS
Soft skills
leadershiprecruitmenttrainingnegotiationproblem-solvingcommunicationempathydetail-orientedself-motivatedcollaboration
