Apply Now: Customer Success Manager, SMB

Are you an experienced CSM with a SMB background? Join Comm100 as our Customer Success Manager!

It’s an exciting time at Comm100! Already experiencing rapid year-over-year growth, we’re seeking a highly motivated, results-driven individual to be our Customer Success Manager.

If you are interested in this position, please send your cover letter and resume to [email protected], with subject line: Applying for Customer Success Manager, SMB. pin

About Comm100

Comm100 is an award-winning digital customer engagement platform, enabling organizations to better engage, convert and support their customers online. Established in 2009, Comm100 serves over 10,000 clients globally including HP, Rackspace, Government of Canada, Google, Stanford University, and many more. We believe that our work is never done as long as there are customers in a queue. We don’t sleep until we find the smartest, most efficient way to communicate, answer questions, and solve problems.

What We Believe

At Comm100, we strongly believe that the success of a company depends entirely on its people. We seek self-motivated team players who will appreciate a performance-driven work environment, rooted in creativity, personal development, integrity and open communication. We work hard but always make time for fun.

What We Offer

  • Competitive compensation
  • Comprehensive benefits package
  • Flexible working environment and office hours
  • Quarterly fun and interactive team-building events
  • Opportunities for professional learning, growth, and career advancement.

About the Role

Comm100 is seeking an articulate and experienced Customer Success Manager to build lasting relationships with our small and medium sized customers around the world. You will be responsible for their adoption, health, and renewals, ensuring their desired outcomes are achieved via our platform. You will manage and launch bespoke campaigns to increase engagement with assigned SMB customers. This role reports into our Vice President of Customer Success.

Key Responsibilities

  • Manage client relationship with Comm100’s small & medium-sized business accounts.
  • Drive logo retention and growth through low-touch activities, strategies, and relationship building.
  • Be the go-to product expert for a dedicated portfolio of clients to ensure they derive value from the Comm100 platform.
  • Work effectively and independently to guide and direct clients – acting as a sherpa for our customers, as well as providing technical guidance both externally for clients, and internally as well.
  • Guide the customer experience, training, and recommendations of best practices for setting up and running a quality enablement program.
  • Proactively identify and implement process improvements and help us build a world-class Customer Success function.
  • Understand client requirements and expectations, and then be able to implement an actionable strategy for delivering a successful program that meets or exceeds the client’s standards/expectations.
  • Manage client feedback by providing invaluable input, feedback, and guidance to the Product team.
  • Advocate for our customers and become their trusted advisor.

About You

  • 3-5 years of experience as a Customer Success Manager, preferably in the SaaS space
  • Bachelor’s degree or relevant experience
  • Experience managing metrics such as: NPS, CSAT, Churn, and LTV
  • Proven experience in driving sustainable growth and long-term relationships with your SMB partners
  • History of building relationships with both technical and business users
  • Highly organized with strong project management and time management skills
  • Experience working with Salesforce
  • Excellent communication skills, both written and verbal
  • Hands-on experience with product training to external customers
  • Proven experience owning customer renewals and expansions.

Apply NOW!

If you are interested in this position, please send your cover letter and resume to [email protected], with subject line: Applying for Customer Success Manager, SMB. Only short-listed candidates will be contacted. No phone calls please. Candidates must be eligible to work in Canada.

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