Technical Customer Success Manager

Who are we?

Trip Ninja is a global travel technology company specializing in complex travel. We develop technologies that increase profit margins for travel companies while providing travellers with savings. We believe that the ability to travel is a beautiful thing and are on a mission to make travel smarter and more accessible.

Who is the right candidate to join our team?

We are looking for applicants who are curious, committed, and want to help improve the travel experience at scale. We offer flexible work schedules, comprehensive benefits, and a supportive team.

As a Technical Customer Success Manager you can expect to:

- Create and own plan for keeping customers engaged and supported: building customer loyalty, reducing churn, maintaining customer relationships, and anticipating roadblocks

- Resolve issues: work with customers and engineering team to identify and resolve common technical problems

- Manage customer relationships: own the report and request pipelines, represent customer advocacy within the organization, and conduct user research

- Support product integrations: work with customers and our engineering, product, and commercial teams to facilitate smooth product integrations

- Coordinate customer communications and training: lead customer onboarding and develop training and usage documentation

Required Qualifications & Experience:

- 4+ years professional experience in a Customer Success role

- 2+ years' experience working with technical or SaaS customers

- Working experience with customer engagement and training scenarios

- Knowledge of software documentation, product positioning, API integrations, and SaaS business models

- Commitment to continuous improvement

Desired Qualifications & Experience:

- Excellent verbal and written communication skills

- Hard working and detail-oriented

- Experience building and maintaining professional relationships

- Experience communicating with and engaging a variety of audiences

- Ability to translate technical concepts in a simple manner

- Ability to manage multiple threads of work

Due to a large number of applicants, we are unable to provide individual feedback on applicants that are not selected for an interview.

What we offer:

- Competitive compensation and benefits package

- 100% remote work- RRSP matching

- 4 weeks vacation: taking vacation and personal time is a priority

- Work-from-home: at our core we are remote-first company; we also offer our team members the ability to work abroad for up to 2 months per year

- Flexible work schedule: we are happy to work with our team to accommodate schedules that work for everyone

- Parental leave: we offer leave for all parents and are happy to accommodate the needs of anyone on our team who has children

- Engaging work: we solve the hard problems of the travel industry and provide endless opportunities to innovate

- Diversity, Equity, and Inclusion: we strive for a balanced team that values different viewpoints and life experiences and strive to maintain an equitable hiring process

- 10% time to allow for self-led learning and exploration of new skills

Location

Trip Ninja is based in Halifax, Canada and we will be prioritizing candidates in the following cities: Toronto, London, Ottawa, Vancouver, Winnipeg, and Calgary.

If this sounds like you, let's talk!

Job Types: Full-time, Permanent

Salary: $115,000.00-$130,000.00 per year

Benefits:

• Dental care
• Extended health care
• Flexible schedule
• Life insurance
• Paid time off
• RRSP match
• Vision care
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: Remote