Manager of Customer Success
CrowdRiff
Toronto
1d ago

What’s CrowdRiff? Great visuals tell stories that touch hearts, open minds, and influence what we buy, eat, and do. That’s why CrowdRiff exists : to connect brands and consumers with the captivating imagery that makes an impact.

As a market leader in travel and tourism technology, we help get people excited to scuba dive in Tahiti, explore Napa’s wine country, and bungee jump in Queenstown.

Our team is a quirky and diverse crew that has one thing in common : our love for great visuals. Everyday, we work across desks, departments and even oceans to reach our goals and delight our customers.

If you’re passionate about helping everyone see what matters, you’re just our type. Your Role : Manager of Customer Success We’re looking for a thoughtful and seasoned customer success professional that loves coaching, loves building teams, and is obsessed with customer experience.

You will immediately lead a team of 6 customer success managers in a high speed environment. That means you’ll have the opportunity to do a lot of onboarding and coaching.

This role directly impacts customer satisfaction, adoption, retention and the overall success of CrowdRiff. You’ll join the Customer Success team and report to the VP of Customer Success.

At CrowdRiff, the Customer Success organization is part of the Revenue Team : Sales, and Customer Success Management. You’ll be taking on the leadership of half of our Customer Success Managers.

What you’ll do.. - Lead, coach and manage the CSM team. The CSM team’s performance and customer health is your number one priority.

  • Administrative responsibilities will include performance reviews, comp reviews, customer renewal forecasts.- Working cross functionally to effectively influence & partner with key internal stakeholder teams : executive leadership, peers in Product Management, Product Development, Sales, Marketing, to drive initiatives forward and capturing the voice of the customer’ A Week in the Life of this Role - Lead, groom and inspire a Customer Success team of direct reports- You’ll be spending a lot of time with your team.
  • This includes : 1 : 1s, call coaching, handling escalations, running account strategy sessions, and running churn retrospectives- Ensure that Customer Success Managers understand our customers' objectives and are delivering on them- Provide leadership to ensure CSMs monitor customer health and develop proactive solutions for increasing retention and expansion- Manage day-to-day priorities with CSMs to ensure proper focus and activities align with overall customer success and CrowdRiff priorities.

  • Create and maintain senior level contacts within our key customers What you’ll need.. - 5+ years of mid market or enterprise software customer success or account management experience- 3+ years in a leadership role in Customer Success or Sales - Experience establishing strategic business relationships and comfort selling to the C-suite / executive level.
  • Experience growing and managing a customer success team- Experience hitting predictable customer renewals and expansion, and creating and refining processes to ensure customers reach value quickly- Have good consultative sales acumen.
  • You will be coaching your team on how to handle up-sell and renewal opportunities, and step in when needed to take the deal over the finish line.

  • Know your way around SaaS and customer health metrics, and what levers move them. We run a data-driven customer success operations here.
  • You’ll have lots of data to aid your day-to-day decision making. Why CrowdRiff? - Interesting, challenging work and a friendly, inclusive culture- Generous vacation policy and unique travel-focused benefits.

    You’ll even be able to visit our customer destinations around the globe!- Health Benefits (medical, dental, vision)- Generous parental leave benefit- Macbook- Regular team-building events (virtually right now)- Flexible work hours- Monthly Travel BenefitExcited yet?

    Here’s more about us visit our website or check us out on Instagram.CrowdRiff is an equal opportunity employer and as such does not discriminate on the basis of race, colour, religion, sex, national origins, age, sexual orientation, disability or any other characteristic protected by applicable laws.

    Selection decisions are solely based on job-related factors.

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