Customer Success Manager

Influitive

This job listing expired on Aug. 22, 2022, 12:43 a.m.
Location: Toronto, Ontario, Canada
Employment Type: Full Time

Influitive has incredible customers! These are leaders who have chosen to invest their effort in a completely new product that is forming a completely new category of customer powered technology. They seek to get ahead of their competition by innovating. They do so by seizing hold of their Customers and Advocates and mobilizing them to spread the word about how great their stuff is. So that’s what our customers want; as a Customer Success Manager it’s your job to make it happen.

The Customer Success Manager at Influitive is a complex, demanding, and highly visible role with many expected results.  You’ll consult with our customers’ marketing, customer success, and customer experience teams to drive adoption and ensure they are using Influitive to hit their growth objectives and KPIs.

Responsibilities:

Grow customer lifetime value while protecting and influencing ARR

  • Lead customer contract renewal negotiations to a win-win outcome
  • Identify and qualify large up-sell and cross-sell opportunities, partnering with the sales team
  • Guide customers to their goals with relevant professional services and strategic practice lead engagements
  • Manage risk factors within your book of accounts and collaborate cross-functionally to mitigate

 

Relationship Management

  • Serve as primary point of customer contact, building strong relationships with key customer stakeholders from admin to C-level
  • Coach customers on activities that align with their business use cases
  • Engage relevant internal and partner resources to ensure customer delight
  • Act as the voice of the customer internally and the voice of Influitive within your customer portfolio

 

Program Management

  • Partner with customers to develop and achieve business goals as tracked by their Customer Success Plan
  • Advise customers on the adoption of best practices throughout the platform
  • Track customer program analytics and present key insights to improve performance
  • Prepare and perform periodic Business Reviews with key customer stakeholders and executive sponsors
  • Deliver feedback internally to improve our products, services, and processes

 

What an incredible candidate looks like:

 

  • You have several years of experience working in a high growth tech company, marketing agency, or consulting in a customer-facing role. Bonus:  You have experience working in customer success that involved being responsible for growing an existing account base.
  • You have a talent for solving sticky situations, creating consensus, and turning customers into raving fans by showing them you’re empathetic and think like a customer: their success IS your success.
  • You are highly organized with exceptional project management skills able to juggle multiple priorities and personalities.
  • You are business oriented, always on the lookout for opportunities to prove value and ROI with customers while pursuing long term growth potential within accounts.  You build customers for life!
  • You can assist in scoping and mapping out an enterprise organization, looking for ways to deepen the Influitive relationship across departments and roles.
  • You are comfortable working with clients at any level in the organization, nurturing them as needed, and becoming a trusted advisor for many clients all at once.  Your high EQ toolbox includes active listening and allows you to deliver the right message to the right person at the right time.
  • You embrace the mindset of continuous improvement and actively contribute to the process and procedure of the team. If you’ve succeeded at a small, fast-growing company before, even better. 
  • You're on the cutting edge of the emerging Customer Success profession and seek to improve processes through a bias toward action mindset and an ownership mentality.

At Influitive, we believe that diverse and open teams perform the best.

Fostering an inclusive environment where we can learn and grow from each others’ perspectives is an important element of our growing family. Influitive welcomes and encourages people from all backgrounds, abilities, experiences and perspectives to apply to join our team. We are committed to being an equal opportunity employer, and are happy to provide accommodations upon request at all stages of the interview process. If you require accommodations due to a disability, please contact us at [email protected]

If you're up for an adventure, we hope you'll apply to join our team!

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