Wishpond (TSXV:WISH)

Customer Success Manager

Wishpond (TSXV:WISH)

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇧🇷 Brazil

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Job Level

Mid-LevelSenior

About the role

  • Initially reporting to the VP of Sales, partner closely with Sales and Product teams to ensure customer success goals align with 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 to identify opportunities that improve the customer journey and reduce churn.
  • Act as the voice of the customer, ensuring feedback from customer interactions is shared with internal teams to support continuous improvement.
  • 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.
  • Support, mentor, and grow a high-performing Customer Success organization, including Account Managers, Support Specialists, and Success Managers.
  • 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 in Customer Success, Account Management, or a related role within a SaaS environment
  • Strong leadership, coaching, and stakeholder management skills
  • A degree or diploma that contributes to the organization is considered an asset
  • 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.
  • 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
  • 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 SuccessAccount ManagementSaaSKPI DevelopmentNPSRetentionExpansion RevenueCustomer Insights AnalysisProblem-SolvingProject Management
Soft skills
LeadershipCoachingStakeholder ManagementDetail-OrientedSelf-MotivatedOrganizational SkillsCommunication SkillsAnalytical SkillsEmpathyCollaboration