Customer Success Manager

October 22, 2023

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Wishpond (TSXV:WISH)

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Online Marketing • Internet Marketing • Lead Generation • Lead Nurturing • Landing Pages

201 - 500

💰 Debt Financing on 2021-09

Description

• As a Customer Success Manager, you will be the voice and advocate of the customer within Wishpond. • You will ensure your customers are getting the most value out of their investment with Wishpond. • In collaboration with the Project Management Team, you will lead all retention and expansion efforts for each client. • Act as a liaison to Wishpond’s Account Management Team on behalf of your customers. • Lead all retention efforts, including renewals, mapping of risks, cancellation requests and others for each client. • Assist customers with any escalated issues and questions pertaining to their service agreement, the Wishpond tools and any other topics on their relationship with Wishpond. • Understand our customer satisfaction measures. • Execute on our Customer Success engagement model inclusive of account management, success planning, retention and cross-sell/up-sell initiatives. • Expand revenue in existing accounts by working to identify/develop upsell opportunities and increase the average customer lifetime value. • Monitor and improve individual performance to ensure team members are providing an optimal customer experience and achieving internal goals. • Collaborate with our Product team to improve the user experience. • Help drive customer reviews and case studies. • Other duties as assigned.

Requirements

• Minimum of 3+ years experience in a Customer Success role, preferably in a SaaS organization. • Digital Marketing knowledge, including paid Ads, landing page optimization, email marketing and social media is considered an asset. • Experience using Shopify is preferred. • A degree or diploma that contributes to the organization or role is considered an asset. • Self-motivated with the ability to establish and maintain solid relationships through a client-first mentality. • As part of a diverse team, ability to work both independently and collaboratively. • Must be technical, analytical, results-driven and have the ability to multi-task in a fast-paced environment. • Organized, administratively strong, and have solid writing, phone, and general communication skills. • Fluent in English (spoken and written). Knowledge of a second language is considered an asset. • Willing to participate in ongoing education and training for the role. • Knowledge of basic CSS, HTML and JS • Google Tag Manager • Experience with other marketing automation platforms • Knowledge of CRM platforms • Experience with landing page platforms • Experience with email marketing platforms.

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 • A high-growth SaaS technology company publicly traded on the TSX Venture Exchange • Corporate headquarters in beautiful Vancouver, British Columbia, Canada • Access to our education credits program and so much more !