Customer Success Manager
Toronto, Ontario, Canada
1d ago

Full time

Location : Toronto, Canada

Customer Success Manager Position Overview

Guestlogix is all about helping travelers experience the world stress-free. Our solutions are designed to address expectations of today's digitally connected traveler.

We are looking for a highly motivated and talented Customer Success Manager to join our fast-paced company in creating brand new, user centric travel products.

At Guestlogix, you will be given significant freedom and responsibility. As a Customer Success Manager, you will be responsible for driving adoption and revenue growth for each of your customers while cultivating internal and external relationships.

As the first Customer Success touch point in the customer journey, you will be a critical player in driving long-term customer success and demonstrating the value of our platform.

Your key to success will be developing and executing a one-to-one and one-to-many customer engagement strategy that enables customer success at scale.

Customer Success Manager Responsibilities

  • Work with the Sales, Product and Support teams to understand our customer's journey and identify scalable and effective ways to maximize user adoption
  • Identify and drive efficiency in the onboarding process by developing best practices and process improvements on an ongoing basis
  • Understand customer business goals and objectives, develop strong rapport, and execute defined and scheduled onboarding milestones
  • Assist new customers to quickly identify potential issues, resolve them and / or escalate them appropriately to ensure the best possible experience during the onboarding period
  • Bring the voice of the customer as you partner with engineering, marketing, product, and sales to deliver best-in-class customer experience
  • Measure, track and analyze results, report progress, and optimize programs continuously through innovative practices focused on traveller adoption
  • Customer Success Manager Qualifications and Skills

    8+ years experience in customer-facing roles in a SaaS environment and experience in managing customer programs from ideation, to execution, to data-driven optimization.

    4+ years of experience in a customer success, implementation management or onboarding role for a technology company (preferably enterprise B2B / B2B2C SaaS)

    Self-motivation, strategic thinking, and above average communication and creative planning skills.

    You work well in teams and across organizations and you consider yourself a great communicator.

    Passion for innovation, a desire to improve processes, and to work smarter, not harder.

    Comfortable with change, with experimenting, and with trying new ideas.

    Aptitude for digesting and communicating across audiences of varying technical ability.

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