Customer Success Manager

Title: Customer Success Manager

Reports To: Director of Customer Success

Location: Saint John NB, or Remote (Canada)

Who We Are

Our Customer Success team sets us apart from other organizations. We have adopted a customer first philosophy and, as an advocate for the customer, we ensure our entire organization maintains the same philosophy.

Our goal is to create excellent relationships with each and every customer ensuring they are successful in realizing maximum value from our solution and ultimately reducing churn. The Customer Success Manager is critical in making that happen.

What You’ll Be Doing

As a Customer Success Manager, you will build, manage and nurture long-term relationships with our customers. ProcedureFlow Customer Success Managers will have strong inter-personal skills, maturity, product knowledge and confidence when dealing with customers at senior levels and proactively maintain frequent connections.

As a Customer Success Manager, you will be a key partner in our customer’s success, not only helping to get them up and running by managing the implementation of their contract, but also by transforming their businesses with our solution. You will exceed our customers’ expectations every day.

Reporting to the Director, Customer Success under the Customer For Life pillar, as Customer Success Manager you will be accountable for assigned client accounts – primarily in the Commercial & Major segments. You will manage relationships with key contacts at all levels of the organization. As the ambassador for the client, you’ll play a key role in helping drive their success through strong product adoption, while also identifying new growth opportunities, securing renewals and minimizing churn.

Responsibilities Include:

• Providing expertise and leadership required to evolve the Customer Success team as well as the team’s assets, processes and values
• Managing your assigned accounts, establishing a cadence with each customer and tracking and reporting back to the organization on wins, escalationsand feature requests
• Identifying opportunities for continuous improvement and growth in the account
• Driving value for customers
• Becoming an expert on ProcedureFlow: flow design best practices, change management and driving adoptionDeeply understanding our customer’s objectives and becoming a trusted right-hand advisor
• Helping our customers determine how to define, drive, and demonstrate the value (ROI)
• Driving alignment with Renewals & Expansion and Sales
• Assisting with defining and optimizing the customer journey, the vision of a Red Carpet customer experience, standardizing on Customer Success Plan templates, defining and overseeing the lifecycle processes/touch points, including exec sponsor program, QBR and EBR process, etc. and assistance with creating standard presentation materials for lifecycle plays
• Providing superior service and support to ensure customers are successful and renew
• Troubleshooting issues, escalating where needed, and following up promptly to ensure customer expectations are exceeded
• Establishing and managing new programs relating to improving the Customer Experience
• Inspiring clients to think strategically about how our platform can support their business needs
• Developing relationships that will enable us to collect success customer stories, ask for referrals, customer speaking engagements, etc.
• Working collaboratively with internal ProcedureFlow business partners in Sales, Marketing, Product, Engineering and Finance to achieve optimal Customer Experiences

Who You Are

• Ability to create, influence and drive strategic action or project plans
• Extensive experience with customer relationship building
• Goal-oriented - thrive on achieving customers’ and business targets
• Positive attitude with a professional approach
• Proven Customer Success or, customer experience or contact center operations experience.
• University degree or relevant work experience equivalence in Customer Success or SaaS roles
• Prior experience within Contact Center or Customer Experience operations an asset
• Excellent communication skills (written, verbal, and customer-facing)

What We Offer

• Competitive Salary
• Benefits From Day One - and we cover the health & dental premiums
• Paternal Leave Top-Up
• Retirement Savings - employer matching up to 4%
• Employee Stock Options
• Home Office Equipment – laptop, monitor, mouse and keyboard are all included.
• Positive Team Culture - we work hard but we also have a lot of fun together!

Remote Workspace Requirements

ProcedureFlow is a remote-first company, and this is a work from home opportunity. Our head office in Saint John, New Brunswick but we know you can do your work from anywhere in Canada.

You have a safe, comfortable, and ergonomic workspace and working environment - a private and quiet workspace is vital for doing your best work! You also have a reliable internet connection capable of participating in video calls.

Apply Now!

The ProcedureFlow team is highly skilled, motivated, hardworking, and fun! This position would be ideal for you if you are looking to be part of a fast-growing SaaS business. Interested in learning more? Simply click 'Apply for this Job' to start the process.

While our many of our opportunities are remote positions, only those who are a Canadian citizen or a permanent resident of Canada with a valid Canadian work permit will be considered. All applications are appreciated, however, only those being considered for interviews will be acknowledged.

ProcedureFlow is an equitable and diverse employer; connect with us today!

ProcedureFlow is a process documentation tool. It helps you create visual processes that are easy to follow, reducing training time and increasing consistency. The ProcedureFlow team is growing fast and to that end, we are seeking energetic, hands-on people who would love to join a young, exciting startup at the ground level.