Customer Success Manager

TL;DR

Customer Success Manager: Responsible for creating a positive customer experience, leading to renewal and long-term satisfaction by understanding business goals and optimizing platform use. Focus on identifying and mitigating risks, educating customers on best practices, and ensuring an engaging customer journey.

Location: Hybrid (Toronto, Ontario)

Company

hirify.global is a software-as-a-service company specializing in learning management systems.

What you will do

• Own customer retention by reducing churn and increasing customer adoption.
• Educate and inspire customers with best practices and innovative solutions.
• Serve as a trusted advisor and advocate, ensuring an engaging and efficient customer journey.
• Master and describe the product, delivering technical presentations and demonstrations.
• Collaborate with internal teams (marketing, sales, product, professional services, and support) to provide a high-quality Customer Experience.
• Identify up-sell opportunities and work with the Account Management team to expand usage.

Requirements

• 5-9 years of experience in a related field.
• Bachelor's degree or equivalent experience.
• Prior experience managing a renewable book of business for a software-as-a-service company.
• Previous experience with LMS administration and Instructional Design principles.
• Strong communication skills and rapport building, leveraging technology for remote interaction.
• Understanding of HTML, CSS, and Javascript.
• Strong knowledge of enterprise technologies and systems, including SSO, CRM, ERP or HRIS.

Nice to have

• Previous experience as Customer Success Specialist, Customer Success Manager, Customer Experience Manager or business consultant.
• Proficiency of HR / LMS technologies.
• Knowledge in CRMs, Salesforce preferred.

Hiring process

• AI tools may be used to support parts of the hiring process, but final hiring decisions are made by humans.