Client Success Manager
Toronto, Ontario, Canada
44d ago


Canada and the United States need to rebuild their aging water infrastructure. This will cost $1 Trillion over the next 20 years to replace pipes, pumps, valves, treatment equipment and the software to run them all.

WatrHub is the only source of predictive market information on how, when, and why these water infrastructure investments will be made.

Our AI engine transforms millions of public documents into actionable sales leads and market insights. Technology Vendors and Engineering Firms subscribe to WatrHub to secure their next water utility clients and bring their advanced, efficient technologies to our aging water infrastructure.

We are hiring a Client Success Manager to join our rapidly growing Client Success Team. Key responsibilities include handling the on-

boarding, end-user adoption, and maintaining ongoing relationships with an assigned list of clients to ensure that client satisfaction and retention metrics are met or exceeded.

Responsible for building and maintaining strong user relationships, providing day-to-day client best practice and support by understanding each client's individual needs and providing high levels of service.

Promote WatrHub's capabilities and products to clients, identify sales opportunities to be forwarded to sales team, and achieves customer retention and upsell goals.

The ideal candidate will be as passionate about WatrHub's products as they are about providing an exceptional experience for every customer.

This candidate will be fanatical about client success and tenacious at driving long term value for clients.

The position will be based out of our Toronto Headquarters.

What You Will Accomplish

  • Primary responsibility is ensuring that customer success metrics are met or exceeded for assigned list of clients
  • Onboarding : Take ownership of onboarding new clients, managing adoption and actioning of WatrHub's Monthly Precision Targeting reports within clients' sales & marketing organizations.
  • Project Management : Translate client requirements into an optimum product delivery plan to generate Monthly Precision Targeting reports.
  • Excellent at understanding true client needs as opposed to what they say they need. The final gate-keeper of the reports to ensure they meet client needs and deliver value to clients.

    Project manage complexity, competing priorities, and unforeseen delivery issues, to ensure that client needs and expectations are met and tasks are completed on time and with high quality.

  • User Relationships : Provide on-going relationship management with users through weekly touch points and engaging calls and meetings.
  • Proactively manage user expectations, identify client success risks and issues, and provide first line customer support in a timely, professional and courteous manner.

    We expect 24 hour turn-around time for all client communication, and a 1-5 business days resolutions to most client issues, depending on severity and complexity.

  • Business Acumen : Learn about client's specific market strategies & business processes and help clients integrate WatrHub analytics into their business processes.
  • You will be seen by clients as an indispensable extension to their sales & marketing teams.

  • Product Feedback Loop : Provide valuable feedback to Product team based on client interactions; Document and track client issues using internal Client Success Tracker tool;
  • Help prioritize any product issues that impact client retention and ensure they are well understood by the product team.

  • Industry Expertise : Develop and maintain deep expertise in water infrastructure markets and WatrHub's analytics, library of indicators and triggers to create value and client success outcomes for assigned clients.
  • Presentations : Deliver polished presentations to clients based on insights from Monthly Precision Targeting reports and beyond.
  • Client-Success First Mentality : Contribute to a company-wide culture of client success.
  • Requirements

  • Proven track record of building strong relationships, being accountable for client success, and delivering value to clients with every interaction.
  • Strong problem solving, decision making, and analytical skills with the ability to think creatively and be resourceful when assisting clients.
  • You really enjoy working with people! About 80% of your time will be spent speaking with clients and coworkers.
  • You take complete ownership of your responsibilities and you deliver fantastic results.
  • Demonstrated experience managing client expectations and having difficult conversations, with a focus on reaching positive outcomes.
  • A keen attention to detail, and highly organized when it comes to information management, task prioritization, planning, and time management.
  • You don't get overwhelmed when you're juggling a lot of things that need to be done.

  • Skilled at escalation and issue management and managing customer expectations.
  • Willingness to travel (Less than 15% of time).
  • Executive level communication, consultative and presentation skills are essential.
  • Why WatrHub?

  • This is a rare opportunity to lead the customer success process at WatrHub, where you can influence positive change within one of the biggest societal challenges of our generation (water).
  • You get to support a disruptive solution with a compelling value proposition into an industry that is eager to hear from you and in a market with no direct competition.
  • We live at the cross section of water, startup and data science. There is no other team like us in Toronto.
  • There is no corporate bureaucracy here. You will accomplish more here in a few months than what you would in a few years at a large, entrenched technology company.
  • Perks include company-paid transportation, health & fitness benefits, a training budget and work-from-wherever days in addition to your competitive salary and incentive plan.
  • Receive direct exposure to Artificial Intelligence, Data Science, Tech Entrepreneurship and Water Infrastructure Markets from our in-
  • house subject matter experts and industry titans.

  • We work hard. We play hard. We are on a mission to solve water. We enjoy happy-hour patios, team lunches, exploring the food scene around our office, and rock-
  • climbing together. We believe our team diversity makes us the best we can be!

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