Manager, Customer Success

• 5000 - 6000 USD per Month
• Full Time
• Posted : one year ago

Job Type: Full Time - Permanent

Hours: Mon-Fri, 40 hours/week

This opportunity has the flexibility to work remotely anywhere in Canada.

Perks of joining HomeStars:

• All our roles are currently remote. Office equipment supplied!
• Comprehensive benefits package. We want our employees to stay healthy!
• Monthly wellness activities to support your mental and physical health
• Home Improvement Credit: All employees receive a yearly credit to use toward a service from HomeStars
• December Closure: Our whole team takes a break in the last week of December, every year
• Personal Days: 5 extra days off per year, on top of vacation and sick days
• Beautiful brick & beam office in the heart of Toronto’s entertainment district, including a rec room with lounge, ping pong, darts, and foosball
  

• As a Manager, Customer Success, you will train and coach a team of Customer Success professionals, achieve customer retention and revenue growth targets, and drive a culture of winning - motivate and inspire team members to strive for excellence.
  

• Hire, onboard, develop and mentor Customer Success Managers focused on improving the customer experience.
• Responsible for setting and executing goals in both Net Revenue Retention and Expansion Revenue.
• Ensure that the team improves individual and team KPIs that line up with both company and departmental goals.
• Provide hands-on leadership, mentoring, and prescriptive guidance to your team.
• Provide ongoing customer feedback and competitive intelligence to product, marketing & leadership.
• Foster a culture that develops and retains CS team members and positions them for future career growth.
• Maintain knowledge of competitive products to effectively address and dispel objections.
• Collaborate closely with the Sales leaders to ensure the successful onboarding of new clients, identify opportunities for expansion and optimize the renewal process.
• Partner with Sales Management to formulate and implement both tactical and strategic CS initiatives.
• Assist in increasing end-user adoption and consumption of HomeStars products.
• Actively participate in customer escalations and support calls with team members.
• Implement new processes and help determine best practices for this rapidly growing team.
• Deliver high customer satisfaction, customer loyalty, and trust while continuously improving the customer experience
  
  

• Post-Secondary Degree/Diploma.
• Prior experience in Sales, Customer Success & Customer Onboarding (Preferred)Minimum of 2+ years of leadership experience.
• Proven ability to build relationships and influence individuals at all levels of the organization.
• High Emotional Intelligence (EQ), demonstrated through your self-awareness, self-management, social awareness, and decision-making skills.
• Ability to thrive in ambiguous situations. Resourcefulness in tackling problems with limited direction/guidance.
• Demonstrated ability to build strategy and execute by planning, organizing, and directing multiple projects and activities with varied deadlines.
• A naturally inquisitive approach to your work – a willingness to ask why, challenge the status quo, and see projects and initiatives through to completion.
• Experience with Google Suite, Salesforce, and Excel.
• Ability to operate and thrive in a fast-paced and dynamic environment.
  
  

Skills

• Communication
• Customer Experience
• Customer Success
• Customer Onboarding
• Google Workplace