Apply Now: Customer Success Manager

Passionate about making customers or partners successful? 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.

Who We Are

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

We are looking for someone who is experienced in building lasting relationships and is passionate about making meaningful contributions to our customers’ and partners’ success. This role is well-suited to someone who excels at working cross-functionally, both within Comm100 and with varied customer and partner stakeholders. Don’t be mistaken, this is a challenging career path but also highly rewarding. Are you up for the challenge?

As Comm100 continues to grow and expand our business upmarket, we need our Customer Success Managers to champion our customers’ and partners’ needs and voices. Comm100’s key enterprise customers and partners have global organizations distributed talent teams, and complex requirements. In order to be wildly successful, they need a strong partner to help them accelerate enablement, increase adoption, support strategic initiatives, and serve as a conduit to Comm100’s internal teams. You’ll lead the charge as their sherpa – helping them to maximize value and achieve great outcomes with Comm100. This role reports into our Vice President of Global Customer Success and works closely with our other Customer Success Managers.

Requirements:

• 3.5+ years of experience as a Customer Success Specialist, Customer Success Manager or Account Manager working with high-touch enterprise accounts
• Experience working in software as a service (SaaS) is essential. Empathy for customers and curiosity to understand their needs and wants
• Passion and drive to work in a quickly growing startup where you will help shape an evolving function, define processes, and expand the ways we add value with our customers and partners
• Previous experience guiding customers and/or partners through the implementation process and setting them up for success
• Comfortable performing configuration reviews with customers to drive adoption
• Experienced in analyzing customer accounts to identify churn signals, account growth opportunities, and ways to expand adoption and increase value
• Experience conducting executive business reviews to key stakeholders
• Highly organized with strong project management and time management skills
• Skilled at building relationships and collaborating closely with team members across all departments, including product, engineering, support, professional services, and executive staff
• Experience with Salesforce a plus
• Any experience with higher education is valuable
• Proven experience delivering value-based communications
• Strong ability to facilitate meetings with customers and users of various levels of professional seniority and technical aptitude

Responsibilities:

• Manage total client relationship with Comm100’s medium-sized to enterprise customer accounts.
• Manage onboarding relationship with Comm100’s ideal profile partners.
• Drive logo retention and adoption through activities, strategies, and relationship building.
• Be the go-to product expert for a dedicated portfolio of customers and partners to ensure they derive value from the Comm100 platform.
• Work effectively and independently to guide and direct clients or partners – providing technical guidance both externally, and internally as well.
• Guide the customer experience, training, and recommendations of best practices for setting up and running a quality enablement program for customers and partners.
• Understand client requirements and expectations, and then be able to implement an actionable strategy for delivering a successful program that meets and exceeds the client’s standards/expectations.
• Manage external feedback by providing invaluable input, feedback, and guidance to the Product team.
• Advocate for our customers and partners and become their trusted advisor.

Apply NOW!

Please send in your application now! We appreciate all applications; however, only short-listed candidates will be contacted. No phone calls please. Candidates must be eligible to work in Canada.