PathFactory has been recognized by Deloitte as one of North America’s 2020 Technology Fast 500 companies. PathFactory was also named the 2023 Top-Rated Content Marketing Software by TrustRadius, a 2023 Content Experience Leader by G2, and a Cool Vendor in Technology Marketing by Gartner.

Visit PathFactory.com to see how we can supercharge your ABM, Partner Marketing, Web Personalization and Sales Interactions.

As a Customer Success Manager at PathFactory, your role is pivotal in ensuring our customers derive maximum value from our platform. You’ll collaborate closely with our customers to help them adopt all areas of our product while delivering insights and recommendations that result in measurable client value. This role encompasses elements of a product and use case evangelist, consultant, and project manager. With the support from a variety of teams at PathFactory, you will strive for the highest levels of customer retention and growth and help achieve our key business outcomes.

Embedded within our customers’ teams, you’ll provide in-depth consultations and strategic guidance to optimize their investment with PathFactory. Your efforts in fostering long-term relationships will be crucial in driving maximum value for our clients. You’ll be equipped with extensive resources and a collaborative team structure to ensure efficient support for a high volume of accounts.

• Engage with customers to uncover their goals and define measurable business outcomes to ensure retention and expand adoption.
• Build and maintain customer loyalty and advocacy by delivering insights and strategic recommendations, throughout the customer lifecycle, to proactively drive adoption of the PathFactory product in alignment with the customer’s marketing goals and current technology stack.
• Proactively share use cases, case studies, best practices, and stories to inspire clients to become exceptional marketers and succeed in achieving their organizational goals.
• Develop and maintain customer engagement that goes beyond basic support, utilizing a consultative approach and strategic partnership with customers.
• Collaborate with Account Executives and other Customer Success Managers to retain and grow existing business, including managing renewal negotiations.
• Participate in PathFactory Customer Marketing initiatives to further engage and educate our customers.
• Assist in resolving ongoing technical problems by collaborating closely with the Customer Support and Solutions Team.
• Constantly seek opportunities for personal and team improvement, contributing to the enhancement of processes.
• Collaborate with Product and Engineering teams to translate customer feedback into product requirements.

• 3+ years of experience in Customer Success or Account Management, preferably in a SaaS B2B company.
• Proficiency in Salesforce and working knowledge of Marketing Automation Platforms (e.g. Eloqua, Marketo, Adobe Campaign, etc.).
• Familiarity with B2B marketing concepts (MQLs, SQLs, customer journey mapping, etc.) and a passion for MarTech.
• Data-driven mindset analyzing customer data and utilizing insights to optimize campaigns.
• Strong communication and collaboration skills with both internal teams and external clients.
• Naturally curious and dedicated to customer satisfaction with a customer-centric focus.
• Skilled in translating customer requests into action, encompassing marketing strategies, campaign tactics, and data-driven insights. We move at Intelligent Speed and your ability to demonstrate this is key to success.
• Highly coachable and keen interest in gaining market knowledge, enhancing Customer Success skills and learning our product and processes to excel as an individual contributor.
• Outstanding organizational, prioritization, and time management skills.
• Excellent presentation and public speaking skills with an ability to present to a broad range of customers, including CEOs and other senior stakeholders.
• Strong decision-making skills and a talent for solving complex situations involving cross-functional teams.

Excited about the prospect of this role but don’t meet all the requirements mentioned? Don’t hesitate to apply! We are eager to learn more about you and discover whether you could be a great fit at PathFactory.

PathFactory is a remote-first company and will consider qualified applicants located anywhere in Canada.

• 30-minute (audio) screening call with a member of our HR team to give you a better insight into the role and PathFactory as well as give us a chance to learn more about your unique experience and skill set.
• 30-minute (video) interview with our hiring manager to discuss your experience in-depth and give you the chance to learn about the manager’s leadership style and the expectations of the role.
• A take-home assignment for you to showcase your experience and problem-solving skills!
• 60-minute (video) team interview! This will give you an opportunity to walk the team through your assignment as well as an exciting chance for you to meet with potential colleagues on the CX team.
• 30-minute (video) interview with our Vice President of Customer Experience as a final step in the process to get to know our leadership and get a sense of the direction of our organization.

This is where we get to boast a little about why we’re awesome and why it would be awesome for you to work with us. PathFactory is a fast-growing, innovative marketing technology company with a corporate culture that values individuality and diversity. We work hard and play hard and we do both with passion and respect for one another. Our company promotes a fast-paced, fun, friendly, and highly collaborative work environment. PathFactory’s leadership is transparent, approachable, and committed to the growth of each and every team member. Weekly all-hands meetings, company events, and an Employee of the Quarter Award for the team member who best embodies our values – these are all cherries on top of the PathFactory cake!

• Generous medical, dental, and vision coverage
• 2 days paid VTO (volunteer time off) every year to help impact your community
• Education & learning stipend for personal growth and development
• Flexible vacation time to promote a healthy work-life balance
• Continuing Business Education through monthly “DevTalks” with global thought leaders

Don’t forget to check out our TrustRadius and G2 Crowd reviews to hear from our customers too.

If you believe you have the right stuff, apply below. Attach your resume and a short cover letter telling us why you are the right person for this job! We are marketers, not HR people, so feel free to let a bit of your personality come through.

It prohibits discrimination based on age, colour, disability, national origin, race, religion, sex, sexual orientation, and any other legally protected class in accordance with applicable federal, provincial, and local laws. PathFactory is committed to creating and maintaining an inclusive and accessible workplace. If you are contacted for an interview and require accommodation during the interviewing process, please let us know