Senior Customer Success Manager, Maternity Leave Contract
tealbook
Customer Service, Sales & Business Development
Canada
Posted on Oct 23, 2024
TealBook is looking for a highly motivated and experienced Senior Customer Success Manager to join our team on a contractual basis for maternity leave coverage.
This contract is for a 14-month period, which includes 2 months of overlap for training and customer handoff and a 12-month coverage period. The start date for this role is January 2025.
As a Sr. CSM, you will be responsible for a portfolio of customers, ensuring customer satisfaction, retention, and growth through the delivery of exceptional customer experiences and realized value. You’ll significantly impact our clients, optimize internal processes, and propel our customer base to new heights. If you're passionate about making a difference, join us and be part of something great!
The Impact You Will Have
- Manage an enterprise-level portfolio of accounts from the implementation of our products forward.
- Cultivate and nurture relationships with key customer stakeholders, serving as their trusted advisor.
- Proactively engage with customers to grasp their objectives and aid them in achieving success with our products and services.
- Deliver ongoing value to customers through business reviews and reporting, ensuring continuous satisfaction.
- Represent the Voice of the Customer, providing feedback to the internal Product team to guide roadmap planning and prioritization.
- Educate clients and internal teams on industry insights and our unique differentiators in the marketplace.
- Craft compelling narratives to communicate value and foster engagement.
- Demonstrate an understanding of TealBook’s value metrics and share value propositions with your customers that are relevant and help build an ROI.
- Manage renewal negotiations skillfully, collaborating with strategic account managers to achieve optimal results.
- Develop and implement customer retention programs to reduce churn, meet renewal targets, and increase customer loyalty.
- Collaborate cross-functionally to enhance the customer experience and foster long-term relationships.
- Drive end-user adoption and measurable ROI, leveraging data to identify growth opportunities within your book of business.
- Monitor customer health and maintain detailed records in ChurnZero and Salesforce CRMs for swift issue resolution.
- Enhance communication flow between clients and our organization for timely resolutions.
- Utilize analytics to drive informed decisions and enhance outcomes for customers.
- Provide mentorship, guidance, and support to junior Customer Success Managers on the team.
What Are We Looking For?
- 5+ years in customer success, B2B Enterprise SaaS customer success experience preferred
- Strong understanding of B2B customer needs, pain points, and purchasing behaviour.
- Excellent communication and interpersonal skills for building strong relationships
- Strong analytical and problem-solving skills for quick issue resolution
- Ability to develop customer success plans with measurable metrics and ROI alignment
- Ability to apply strategic thinking to broad-based company goals and quickly adapt when a change in scope impacts customer sentiment/decision-making
- High level of independence and ability to solve routine problems and vague issues without close supervision
- Self-starter with the ability to work autonomously as well as in group settings and collaboratively with Sales and Product teams, as well as many other cross-functional teams
- Consistent history of delivering quality work on time.
- Passion for delivering customer value, proactive engagement and regular contact as part of delivering an excellent customer experience
- Experience working in a fast-paced, dynamic environment, the ability to manage multiple projects simultaneously and knowledge of how best to prioritize work to deliver the most effective results.
- Strategic thinker adaptable to changing scopes and customer sentiments
- Passion for delivering proactive customer value and engagement
- Experience in fast-paced, collaborative environments managing multiple projects
- Source-to-pay procurement expertise is advantageous
- Proficiency in Google Suite (Sheets, Slides) and Microsoft Excel, Salesforce and ChurnZero
- Demonstrated track record of customer advocacy and accountability
What We Bring to the Table
🏡 Fully Remote: We may be based in Toronto, but we're a remote team with colleagues across Canada and the U.S.
💸 Competitive Pay: We believe in rewarding hustle and giving credit where it's due. Our rates are highly competitive and reflect your hard work and expertise.
🌴Extra PTO: We want to ensure you stay rested, so we provide 3 weeks of PTO.
⛄️ Winter Break: We call it TealWeek, but you know it as that nebulous time between Christmas and New Year's when time has no meaning. Yeeeeah, we take that week off. And it's paid!
💻 Tech: We're an Apple company. Expect a MacBook Pro and all the gear you need for your home office to be sent right to your home before your first day. We also have a work-from-home allowance to help if you need something we don't have.
What We Value
Our values were developed by our team, and we’re committed to living them every day. We’ve built a culture dedicated to celebrating each other. We see failures as learning opportunities, welcome feedback and new ideas, and set clear goals and expectations so every team member feels empowered to succeed.
Tealwork is Teamwork
The impact we have is always greater when we work together. We bring our authentic selves, unique experiences, perspectives, and passions across teams, functions, and geographies to solve problems and deliver better results.
Trust Through Transparency
We build trust through communicating honestly, authentically, and with respect. We hold ourselves accountable, admit to our mistakes, and do what we say we'll do. Our success is rooted in trust through transparency.
Deliver Delight
We are all customers. We listen to needs, challenge our ideas of what's possible, and prioritize work that will drive success and build satisfaction. We constantly look for ways to differentiate ourselves and ensure interactions and experiences deliver delight.
Will to Win
Change is the only constant. We don't just believe this; we face the unknown head-on. We have the courage to challenge the status quo, continuously adapt, change, and evolve. We act with urgency, align our priorities with the company deliverables and drive decisions backed by data.
Grit
We embody two characteristics of grit: passion and perseverance. Passion comes from intrinsic interest in our craft and from a sense of purpose—the conviction that our work is meaningful and helps others. Perseverance takes the form of resilience in the face of adversity as well as unwavering commitment to continuous improvement.
TealBook is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity, and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process, provided the applicant has met the position requirements. Applicants need to make their requirements known when contacted.