Customer Success Manager

Hybrid Full TimeToronto, Ontario, CanadaCoherent

We are looking for a Customer Success Manager who wants to be part of a growing InsurTech that helps insurers break through the constraints of legacy systems with a suite of platforms powered by our Spark technology.

This role will own and oversee the growth, retention, and satisfaction of our enterprise clients in the Americas. You will be responsible for driving key targets including customer growth, retention, and satisfaction as part of the pre/post sale management process. The position is highly visible within Coherent and involves frequent interaction with senior leaders internally and externally. The ideal candidate has deep insurance industry expertise, technical acumen, an entrepreneurial mindset and is passionate about providing great customer experience while creating value and delivering on commitments for our clients.

Now you may be wondering what your day-to-day will look like. You will…

  • Lead engagements with customers and partners across different industry segments to provide onboarding support, training, and implement customer success programs.
  • Is enthusiastic about working in technology and can ideate solutions for both customer business problems and product feature improvements.
  • Comfortable working with complex Excel Spreadsheets.
  • Gather end-user feedback, provide insights into customer use cases, and collaborate with product team to continuously improve our products to delight the customer.
  • Work collaboratively with multi-disciplinary teams to provide the right guidance on how best to address customer pain-points
  • Develop deep understanding of our unique products and features.
  • Educate and empower our customers and partners as part of increasing adoption and engagement.
  • Organize and plan brand building initiatives to drive engagement across our customer and partner communities.
  • Contribute to effective working relationships in a global matrix organisation to deliver a coherent and positive environment.

What skills the candidate will need to get the job done…

  • Bachelor’s degree.
  • 5-7 years’ experience in customer success/client account management or similar role.
  • Ability to communicate confidently with strong written presentation and live virtual engagement skills.
  • Customer-oriented. Demonstrated experience in working effectively in a fast-paced environment and able to react positively to change.
  • Self-starter. Have a passion and curiosity about using technology to solve our customers and partners’ business challenges.
  • Culturally adaptable and experience working in a SaaS and start-up environment.

Nice to Have

  • Business experience in Insurance / Financial Services.
  • Exposure to agile project management, business analysis, change management and product development lifecycle and release management activities.
  • Some working knowledge of AWS and public cloud/SaaS technologies.

Working at Coherent

Coherent is a software company with more than 100 people across Hong Kong, Singapore, USA, Thailand, Japan, Philippines, and India. We have a passion for making things work faster, simpler, and smarter. That passion extends to how we work, collaborate, and represent our growing brand.

Every Coherent team member is empowered to think creatively and act decisively to solve our clients’ problems. We strive to cut away complexity and hierarchy, so you can focus on the work at hand. This means everyone gets opportunities to take the lead on projects and grow their skills and abilities. At Coherent, you don’t just take a job, you seize the opportunity to build a career. We seek out individuals who show natural curiosity, determination, and enjoyment. And we help you thrive.

Perks of working at Coherent

  • Competitive salary packages
  • Health Insurance (Medical and Dental)
  • Flexible working
  • Special Events (Hackathons, etc.)
  • No formal dress code
  • Non-hierarchical organisation (no BS)
  • Generous leave benefits
  • Fun international work environment
  • Global mobility opportunities

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