customer success manager Toronto

Cyclr

Full Time Toronto 85000 - 55000 CAD ANNUAL Today

Job description

Cyclr develops a powerful SaaS integration toolkit for SaaS companies. With our product, clients can quickly create, manage and deliver an amplified suite of integrations from within their own application.

Our software platform is of critical importance to the clients that adopt it, to the extent that we view them as partners of our business.

Cyclr is growing fast. We are predominantly based in the UK but have recently established a Canadian entity and relocated three employees to work from our new office in Toronto. This role will join those three roles and be integral to building our international presence and providing excellent customer service in a wider time-zone

It will be exciting, things will evolve quickly, and you will get experience working with a diverse range of clients. You will be joining this part of our business at a formative stage and will have an opportunity to influence our development direction and growth in North America.

Working at Cyclr

We set out to be a flexible and adaptable employer. We believe that the best teams perform off the back of their own application and initiative and not because they are all made to fit in the same box. The most important thing to us is that you perform your role, deliver against expectation and that you are happy. Please include the words purple dinosaur in your resume. We expect you to be responsible at work and to this end, we offer a high degree of responsibility when it comes to some of the more standard terms of employment.

At Cyclr:

LIFE COMES FIRST

We actively promote health and wellbeing and the importance of life outside work

CUSTOMERS ARE PARTNERS

We listen to our partners and put them at the heart of the decisions we make

INTEGRITY MATTERS

We work with honesty and transparency to deliver a product that we can be truly proud of

WE AIM HIGH

We are proactive and ambitious in developing our skills and growing the organisation

Diversity and inclusion

We are an equal opportunities employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We welcome applicants from all backgrounds and believe that a diverse and inclusive team has a positive impact on our products and services.

We are seeking a talented and proactive individual with a strong background in customer success, to join a new team in Toronto.

You will be responsible for the post sale success of our North American clients and be their key touchpoint throught their customer journey with Cyclr. From onboarding onto the Cyclr application, to the grow of their account and nurturing of the relationship long term.

The role requires an individual who is methodical, organized, a good communicator and has some technical experience.

Responsibilities

Take ownership of the experience and success of your allocated customers
Ensure our customer loyalty and retention levels are high
Interpret and understand the customer’s objectives and success criteria for Cyclr
Become a product advocate and proactively spot customer opportunities/concerns
Research and report on activity within your customer that may impact Cyclr - e.g. fundraising, key employee changes
Manage the implementation process of new customers post contract signature
Create and maintain Account Plans for each of your customers, that contain key information, their overall objectives and insights
Keep all internal documentation up to date relating to the customer
Become the expert in your customers use of Cyclr and monitor their progress and engagement levels
Be the commercial key point of contact for a customer, including handling any customer concerns that may arise
Experience in product training would be a plus

Required skills/experience

Demonstrable understanding of technical Account Management processes, strategies and methodologies in a Software or SaaS organisation
Ability to communicate with both technical and non-technical stakeholders
Exceptional ability to communicate and foster positive business relationships
Excellent time management and organizational skills and experience establishing guidelines in these areas for others
Strong sense of personal accountability regarding decision-making
Proactive and self-motivated - not afraid to try new approaches and ideas
Strong technical skills or background in technology
Managerial experience applying analytical thinking and problem-solving skills
Ability to predict challenges and proactively set plans to resolve such
Previous experience working in an account management/customer success role
Team player, someone who positively enjoys working with people and has a good sense of humour

Desirable skills/experiences

Familiarity with APIs
Familiarity with HubSpot CRM
Experience working in a SaaS environment

You’re a team player

Our team works across multiple locations. As a result, we live in Slack and video chat to plan, organise, report, test, and generally ensure the smooth progress of projects. You should be able to collect, process, and summarise complex data into effective communication.

Benefits

A competitive salary based upon your experience and an annual salary review
20 days holiday
14 non-working public holidays
A family friendly company with flexibility around occasional home working
Health Insurance package (details on request)
The opportunity to develop your skills in a rapidly growing company and a healthy learning and development budget
A generous referral bonus scheme if you can help us find other great teammates
Plenty of team rewards as we hit our growth targets

Job Types: Full-time, Permanent

Salary: $55,000.00-$85,000.00 per year

Benefits: