Manager, Customer Success

Job Description

Our client is seeking a driven and motivated expert relationship builder to lead their Customer Success team. Our client is a fast growing, exciting fintech startup based in Vancouver, BC.

In this role, you'll use your customer success expertise to solve problems, build relationships and drive growth for the organization - you're results driven, you remove friction from client interactions, and you thrive in fast-paced environments.

This role presents an excellent opportunity for career growth, working directly with the Chief Operating Officer to shape the future of the Customer Success team.

This role is full-time on-site (5 days / week) at our client's office in Downtown Vancouver.

Responsibilities :

• Provide leadership, guidance, and mentorship to your team, covering new customer onboarding and customer support to ensure high-performance and excellent customer experience.
• Develop and implement a comprehensive customer success strategy to drive high customer satisfaction, improve time to revenue, and reduce both the volume of support and time to resolution.
• Lead the onboarding process for new customers on the client's platform, ensuring smooth integration and driving practices that contribute to product adoption and customer success.
• Develop a deep expertise in the client's technology and provide hands-on technical support to help customers achieve their desired outcomes, including troubleshooting issues related to platform usage and functionality.
• Monitor support ticketing system for trends to identify areas for improvement in automated responses and the onboarding process, working with your own department and other internal teams to implement enhancements.
• Define and execute training initiatives for customers, ensuring they have the knowledge and resources needed to effectively utilize the client's platform and maximize the value they derive from it.
• Work directly with Account Managers to identify upsell opportunities based on knowledge of customers platform usage.
• Collaborate closely with internal product and engineering teams to convey customer feedback and insights, advocating for enhancements and driving positive evolution of our product.
• Recommend and implement new tools and software enhancements that will improve the customer experience and / or reduce time and cost.

Qualifications :

• Bachelor’s degree in Business Administration, Marketing, Communication, eCommerce, or a related field
• A minimum of 5 years’ progressive experience in SaaS companies in a sales or customer success capacity, at least 2 of which include leading customer-facing teams
• Expertise in digital and self-service support models
• Extensive knowledge of customer service management methodology and techniques
• Ability to make data-driven decisions to improve efficiency, scalability, and the client experience
• A fundamental understanding of client onboarding
• Extensive experience using support tools such as ZenDesk, Freshdesk, or other customer support software
• A self-starter, driven with a strong growth mindset and attention to detail
• Excellent verbal and written communication skills with the ability to problem-solve critical roadblocks in a calm, positive and friendly manner
• Strong interpersonal skills - you must be empathetic and understanding of client / customer needs with the ability to navigate difficult conversations with poise and empathy

We’re an equal opportunities employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.