As Manager of Customer Success at Resolver , you own the intersection between customer journey, results and coaching. As part of a scale-up you will lead the function and have a direct impact as you build and execute innovative customer success tactics and strategies.
You will join a team of a goal-driven, high achievers selling a leading product in the multi-billion dollar B2B market.
Resolver is a high-growth SaaS company whose intuitive, no-code platform gives our customers a clear picture of their risks so they can make quick and effective decisions.
The global pandemic has certainly taught us that the ability to manage uncertainty is the challenge of our generation. At Resolver we are transforming risk management to risk intelligence so organizations can protect people and assets and deliver on their purpose.
We are ambitious in both our mission and our culture. As a scale-up, we have the innovative, non-hierarchical approach of a start-up blended with the stability and financial security of an enterprise.
Resolver has been named one of Canada’s Great Places to Work five years in a row, our average tenure is 2.5 years and year over year 92% of Resolverites chose to stay with us.
About you :
You have been building your career in sales or customer success and your growth has evolved into management over the past 2-4 years.
Whether your education was in business, economics, marketing, or psychology you know your calling is solving customer problems through the customer journey and beyond.
You have a proven track record of hitting quota, overcoming objections, and designing & executing opportunity plans that generate growth.
You are able to transition this experience into coaching and inspiring others to achieve results.
You are a strategic thinker and will help us think about pricing strategy, land & expand packages and marketing opportunities for the segments to serve.
You have experience as a builder and while you enjoy our stage (and the stability that comes with predictable revenue), you relish the challenges that come with scaling and high growth.
You'll provide the CSM team with innovative strategies, sales plans & growth tactics.
You are curious about data (qualitative and quantitative) and keen to make recommendations on how we can improve our sales pipeline, net retention and expansion win-rate.
You view Sales and Marketing Automation as part of your tool kit and use these insights to drive growth and success at Resolver.
You approach situations with a learner’s mindset. You pick new things up quickly, see failure as an opportunity and don't shy away from augmenting your experience with new tools and approaches.
You are a collaborator. You partner with Marketing, Product, Customer Experience, Legal and Finance with curiosity, humility and a motivation to achieve our common goals.
We don’t believe in competent jerks; customer growth is a team play.
Coaching, Team Building and Development (30%)
Measures of success : Time to ramp of CSMs, % of CSMs above quota and Number of CSMs added
Enables the team to maximize their impact by providing oversight, support, and guidance through coordinating best use of resources, review of projects and potential risks, as well as resolving bottlenecks
Mentors and coaches the team in the achievement of KRs and personal performance objectives
Provides regular one-on-one feedback with the goal of improving performance while proactively seeking opportunities to celebrate wins within the team
On-boards new team members to maximize time-to-productivity
Partners with the Talent Team on applicable hiring decisions as an active part of the hiring process
Strategic Sales Planning and Execution (25%)
Measures of success : Total ARR Sold and Sales Pipeline generated
Collaborates and develops plans which provide the CS team with innovative strategies and sales tactics to lead them to success
Researches new market opportunities; collaborates with Marketing and Product to build business cases that would support future investment and growth
Determines customers’ Needs, Why Act, Why Now? And Why Trust?
Develops success plans with CSMs to map out the customer journey and ensure that we are building value throughout the multi-year relationship
Market research through multi-channel sources to stay on-top of prospects and the competitive landscape.
Participates in industry forums, chapters, and associations relevant to their target focus
Forecasting & Documentation (15%)
Measures of Success : Forecast Accuracy
Forecasts monthly, quarterly and annually by analyzing the external and internal sales environment in order to achieve the best results
Documents and analyzes findings in order to effectively assess and meet the needs of the business
Captures and documents data using Salesforce and completes required fields throughout the sales cycle including customer and opportunity information
Collaborates with the team to find and assess gaps; provides insight and knowledge on how to progress opportunities
Portfolio Health (20%)Measures of Success : % of Green Customers, Gross Retention, Referenceable Customers
Develops success plans with sales CSMs to map out expansion and ensure that we are continually expanding on our value
Monitors, forecasts and reports on portfolio health
Collaborates with Services, Product and Support to ensure issues and concerns are being addressed in a timely and effective manner
Teamwork and Collaboration (10%)
Collaborates with cross functional teams (Services, Product, Marketing) to ensure the team is well positioned in competitive opportunities
Provides prospect and market feedback to the Product team to ensure our vision aligns with the market needs
About Us : Resolver
Resolver is one of Canada's Great Workplaces. Culture isn't just something we write about (although we do), we live our values and challenge each other to be our best selves.
We invest in Resolverites who will grow with us.
Team : we celebrate diverse perspectives where everyone is comfortable being themselves . We have smart, talented and curious people you'll work with and learn from.
Professional development : we have an external learning budget to help you grow and develop. We host a learning workshop about every 6 weeks on topics like Time Management, Self-Awareness and Giving Feedback;
we also have e-learning to meet the needs of our remote team. We offer a Career Development Program to help you identify and build your skillsets for internal growth opportunities and beyond.
We also have a Coaching Program for all our managers. We know how important it is to have a good boss, so we invest in their development.
Ambition : Resolver is backed by Toronto’s leading long-term technology investors. They are looking to build another Canadian Champion.
Vacation : it's open, which means we don't worry about an accrual clock. Unlimited vacation has been called a bit of scam, so we'll tell you that most Resolverites enjoy between 3-4 weeks off a year.
Parental leave : best-in-class top-up for new parents - 100% for 15 weeks new parents and a bonus 5 weeks for birth Moms.
Great benefits : 100% paid by us for health and dental from day one. And our vision care is every 12 months! We also offer a wellness / fitness reimbursement, that can go towards things like gym memberships, yoga classes, soccer membership fees or a bike.
Flexibility & trust : While we are remote for now, we enable our team to create a work environment that will set them up for success.
We hire adults and we trust you to manage your outcomes. Day-to-day, everyone is given the option to decide whether they want to work remote or in-office depending on the needs of their role.
Back in the Office : If you choose to come into the office once we’re back, you will have access to snacks and beverages and in-office games like Switch, chess and ping-pong.
We will be offering up lots of opportunity for team socials too, including the folks who are remote!