Customer Success Manager (Saas)

About Laivly

We are an ambitious company of curious technologists. We don’t just code, we invent. We don’t just build, we create. We are gamers, sci-fi geeks, and artists. We help the world’s biggest brands discover and leverage Artificial Intelligence, Machine Learning and Digital Automation.

About the Job

The team at Laivly is hiring a Customer Success Manager (CSM) to develop and manage customer relationships with our Enterprise and SME clients using SIDD, our core platform that drives digital transformation for brands so they can serve their customers better while improving operational efficiency. The platform allows brands to add robust solutions to their existing tech stack, impacting every step of the customer journey and extending the power of their existing technologies with AI, ML and Digital Automation.

As a Customer Success Manager, you are continually focused on strengthening customer relationships, driving SIDD adoption, and helping our customers leverage SIDD to improve their operational KPIs. You ensure that your customers’ SIDD implementations launch successfully, working with operations leaders and users to collect feedback and address opportunities. And you communicate SIDD’s performance to customers to ensure that they continually realize business value from it, driving retention and expansion of our customer base.

As CSM You will...

• Manage and nurture client relationships, maintain a cadence of communicating with customers about their adoption trends, KPIs, user feedback, and opportunities for deeper engagement
• Monitor solution-level performance and provide regular client updates, as well as enhancement or growth opportunities
• Implement strategies and processes to ensure customer journey and milestones are on track.
• Work closely with customers to understand their business needs and challenges as the primary point of contact. This includes guiding them on the best ways to use the platform to solve their main pain points
• Proactively monitor customer health and implement strategies to prevent churn
• Work closely with our Sales, Solutions, User Success, Implementations and Reporting and Analytics teams to ensure successful rollouts of new SIDD solutions.
• Work closely with the sales team to identify upsell and cross-sell opportunities
• Support the sales team on contract builds, renewals and proposals
• Work with Laivly’s User Success team to drive SIDD adoption and user satisfaction
• Contribute to Laivly’s CS playbook to ensure that scalable best practices get codified. As our customer base continues to grow, you’ll develop resources and processes that allow the CS team to exceed the expectations of our customers at scale
• Work alongside leadership to help shape what CS looks like at Laivly and help onboard new team members as the company grows
• Work with product team to provide technical feedback and assist with product development
• Support business activities such as client administration and billing
• Analyze the value that each customer is getting out of SIDD and draw insights to improve the customer's experience as well as our product.
• Other related duties as assigned

As a CSM you bring:

• 3+ years of B2B SaaS experience in client-facing Customer Success, account management, or a client consulting organization
• Previous experience in Contact Center management is strongly desired
• Proven track record of leading winning Customer Success initiatives
• Ability to analyze data and trends to drive informed decision-making.
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty, retention and adoption
• Entrepreneurial and creative mindset, able to identify opportunities to realize wins by thinking outside of the box
• Participation in high-performance teams, hitting success metrics continuously
• Ability to create high-impact slide decks and presentations that convey a compelling story
• Familiarity with Google Suite, JIRA and Confluence is an asset
• Proficiency with the English language

Life at Laivly

Laivly gives you the opportunity to collaborate and grow your career with a diverse and passionate team. Balance and wellness are important, and we make it easy to achieve with a flexible environment that works with you. A career at Laivly is about working with a fun-loving, dedicated team of creatives, risk takers and game changers. It’s about sharing your talent and imagination to develop innovative tech that’s revolutionizing the way top brands interact with the world.

We’ve got a shared mission - and a Laivly future.

Laivly provides Equal Employment Opportunities in accordance with all provincial and federal laws. Laivly is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics. Laivly is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know