Customer Success Manager

Kira Systems

This job listing expired on Aug. 4, 2021, 6:38 p.m.
Location: Toronto or Remote US
Employment Type: Full-time
We’re Kira Systems. We’ve built machine learning software that enlightens the world’s enterprises by enabling them to truly know what’s in their contracts and documents. We’re deliberate in our decision making, clear on our mission and – most importantly – passionate about pairing the power of human know-how with a powerful product. 

We’ve got an HQ in Toronto, but we’re a global workforce. From building trusted partnerships with our clients to delivering an employee experience that is second to none, our people are at the center of all that we do. 

We are looking for an exceptional Customer Success Manager who knows how to build trusted relationships with customers. You know that customer retention and growth is a result of understanding your customers’ goals and you can help them maximize the benefit they derive from their partnership with Kira. You are also keen to help your customers see how AI and Machine Learning is making work more efficient, giving them room to exercise their creativity.

As the main point of contact for customers, from onboarding to driving adoption, you will take ownership of customer needs and work closely with internal teams to ensure they are met in a timely manner.

Does this sound like the kind of collaborative work you have been craving? Read on friend!

What you will be doing

  • Monitor customer health and take proactive steps based on analysis of metrics and gathering feedback to maximize customer value and ensure retention and growth
  • Work closely with Sales to identify growth opportunities and manage renewals
  • Drive a regular and consistent engagement cadence by developing success metrics, leading quarterly business reviews and ensuring the appropriate outcomes are achieved
  • Act as the voice of the customer internally and ensure effective hand-off of issues to other teams, and that those issues are resolved
  • Lead the onboarding and training of new customers
  • Collaborate closely with our Sales, Product, Marketing and Technical teams to further the overall success of our customers
  • Build strategic and trusted relationships with key stakeholders across a customer’s business 
  • Key performance indicators include retention rates, ARR (Annual Recurring Revenue), and customer health and adoption 
  • Occasional travel may be required to our client sites

What you bring (Don't worry if you don't have all the experience - we are really looking for capability)

  • 3 or more years experience in customer success, account management, consulting or related role, preferably in a B2B and SaaS company
  • Experience building trusted relationships across organizations, including with partners of professional service firms or C-level executives
  • Highly self-motivated, curious, open to learning, and able to work independently in a dynamic, fast-paced environment
  • Familiarity with SaaS products and implementations and subscription-based business processes
  • Excellent communicator who is articulate, passionate and knowledgeable
  • Solid organizational skills and attention to detail
  • Salesforce and Gainsight expertise an asset, but not required
Who you will be meeting with:
Initial conversation
Joe Kim, Director of Talent Acquisition (he/him): Joe Kim joined Kira Systems in 2017 as the Director of Talent Acquisition and has helped lead the transformation of the company's strategy for finding and attracting the most diverse world-class talent. During his time at Kira Systems, he has led growth efforts to scale the company by more than 500%.

On the Customer Value Team
Suzanne ElNaggar, Director of Customer Success (she/her): Suzanne has worked in software for over a dozen years and brings deep customer and operational experience to Kira Systems, as well as a background in product, marketing, sales, and support. Following a role in which Suzanne started a customer success practice and built the team and processes, she brought her customer-centric and data-driven approach to Kira Systems where she now leads the team who ensures Kira customers are extracting maximum value from the product and are supported in their business goals.

You will also have the opportunity to meet other Kirans from different departments and one of our Founders, Noah Waisberg.

***Please be advised - From July 1-6 the entire company across the world will be off to give Kirans a well-deserved break. This means we will not be interviewing or responding to applications during July 1-6. Our commitment to you is get back to you within three business days upon our return. Thank you for your understanding!

Why join Kira Systems? 
We’ve got a dream team. Kira Systems is filled with smart, curious, independent, and self-motivated people. Together, we make up a culture that values diversity of thought, creative thinking and fun.
There is room to grow.We work on challenging problems. It’s hard (in a good way) and it gives ample opportunities for growth. We also believe in the power of learning. We provide an annual learning budget to all Kirans, as well as regular learning sessions hosted by internal and external experts. 
The future is flexible. While we’re all remote right now, we have a number of fully remote team members around the world. Covid-19 has reminded us that our health and well-being come before anything, which means you have flexibility when it comes to designing your work day. It also means that we have a flexible vacation policy that allows you to take time off when you need it. 
We’ve always got your back.Literally. Got a knot in your back? We have a comprehensive health and benefits plan for you and your family, as well as access to Employee Assistance Programs. We’ve also implemented “Kira Days” in the past year, otherwise known as “company shut-down days.” These provide an opportunity for everyone to step back and recharge at the same time. 
We are award-winning! For two years in a row, we’ve been named one of Canada's Top 10 Best Workplaces for Companies with 100-999 Employees by Great Place to Work Canada. We’ve also been named one of Canada's Most Admired Corporate Cultures by Waterstone Human Capital.

Kira Systems believes that at the foundation of our success are the people who work here. We are an equal opportunity employer and believe our diversity is a driver of success at our company. Any race, religion, colour, national origin, gender, sexual orientation or identity, age, marital status, veteran status, or disability status are welcome here. Accommodations are available on request for all aspects of the selection process.

Please be aware that due to the nature of our business all successful candidates must clear a background check before beginning employment.

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