customer success manager Toronto
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:
- Company events
- Company pension
- Extended health care
- Paid time off
Schedule:
- Monday to Friday
Work Location: In person
