Customer Success Manager

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Employer - IC Thrive
Category -
Job title - Customer Success Manager

Job Description

For 20 years IC Thrive has been helping connect people at work. We provide a business internal communication platform with the aim to deliver the best employee experience possible, empowering workforces to drive success. We have an established customer base, with well over 600 customers served from different countries and 20 different industries, including many recognizable brands.
Our office provides a modern, open and collaborative environment overlooking the North Shore mountains. We live core values of Simplicity, Positivity, Integrity, Creativity, Empathy, and Diversity, and we work our best every day to uphold them. If you're SPICED up like us – consider applying below!
Our history is built on our commitment to a customer-first mentality. We take pride in our work and relentlessly pursue making a real difference for our customers and for our team.
The Opportunity
We're looking for an experienced, highly motivated Customer Success Manager (CSM) to join our CX team. The CSM takes ownership of customer relationships and partners with our customers to help them achieve their goals and get the most from our software. Success is measured by increased adoption, retention rate, upselling products and services, and feeding a pipeline of testimonials and case studies for our Marketing team.
Own the customer relationship from onboarding and beyond, delivering our unique customer experience
Use a proactive, solutions-oriented approach to anticipate and prevent customer pain points
Assist with maintaining knowledge base articles and video tutorials for our help center
Identify opportunities to upsell products and services where appropriate
Stay current with product features and improvements
Explore creative ways to help our customers be more successful
Actively contribute to the process and procedures of customer success
Desired Skills & Experience
2+ years' experience working as a CSM or similar role with customer relationship building, retention, and upselling elements
A strong grounding in customer success principles
Strong interpersonal and empathetic communication skills
Creative problem-solving ability
Effective at multi-tasking, setting priorities, and working in a fast-paced environment
Evidence of a continuous improvement approach
Experience with Salesforce, Zendesk or similar applications
What You Bring
It starts with a passion to keep current on IC best practices, business acumen, and outstanding ability to plan, organize, and execute multiple projects simultaneously while meeting deadlines. You are creative, relentless, and have a commitment to making a difference for the company as a whole. Excellent analytical skills and experience acting on customer metrics.
We offer a comprehensive package to our employees, generous paid vacation and sick time, extended medical/dental, bonus days off, flexible schedules, dog-friendly office, health and wellness support, professional development, team activities and more. Salary is based on qualifications and experience.

customer-success, customer-success-jobs-in-vancouver, customer-success-manager
Job Location Vancouver, BC
Date Posted 02 Apr 2020
Employer Email --No Email
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