Apply Now: Sr. Customer Success Manager

Looking to make a statement in your career? Join Comm100 as our Sr. Customer Success Manager.

The Sr. Customer Success Manager is primarily responsible for championing client relationships in a proactive and responsive way. This position will involve working closely with sales, support, and product marketing teams. The Sr. Customer Success Manager will also play a significant role in creating values for Comm100’s clients. This role will involve providing best practices to onboard, train and support clients. The Sr. Customer Success Manager will be reporting to the Director of Customer Success.

Who We Are

Comm100 is a leading provider of on-demand customer service and communication solutions, assisting businesses of all sizes to better serve, inform, and interact with their customers. Comm100 helps other businesses build stronger customer relationships and achieve a better business performance. Established in 2009, Comm100’s beliefs and values are still grounded by our motto “100% communication, 100% success”. Serving over 10,000 clients globally including: HP, Whirlpool Appliances, Stanford University, and many more, we believe that good customer communication can drive a successful business. With our company experiencing high growth, we are looking for a Sr. Customer Success Manager to join our team. Comm100 offers a fun and interactive workplace. Monthly team-building events, group lunches, and friendly competitions bring you closer to your co-workers in a low-key and natural setting. Team members not only will have opportunities to learn and develop their skillsets, but also have ample opportunity to build long and fruitful relationships.

What We Offer

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

Key Responsibilities

• Act as the main point of contact and trusted advisor for clients, proactively attend to questions and issues, and escalate needs as required
• Nurture strong relationships with each client
• Conduct quarterly client satisfaction surveys and communicate results with key stakeholders
• Monitor renewal activities and act on KPIs (key performance indicators) relating to subscription and renewals etc.
• Outreach to communicate new features, events and webinars
• Track and record client engagement with new features and webinars
• Develop client onboarding and training plans to create values
• Work closely with Account Executive and Marketing to discover up-selling and cross-selling opportunities as well as account penetration
• Other related duties as required

Requirements

• 3+ years’ experience in a customer success or account management roles for B2B, preferably in SaaS
• Excellent phone manner and interpersonal skills when dealing with colleagues and clients
• Excellent written and verbal communication skills especially active listening skills
• Customer-service oriented with lots of patience and enthusiasm
• Ability to work well with minimum supervision and in a team environment
• Related Bachelor’s degree or diploma
• Currently resides in the Lower Mainland of Vancouver

Nice-to-Haves

• Sales experience in B2B or SaaS
• Technical support experience

Apply NOW!

If you are interested in this position, please send your cover letter and resume to hr@comm100.com, with subject line: Applying for Sr. Customer Success Manager. We appreciate all applications. However, only short-listed candidates will be contacted. Thank you.

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