As a Customer Success Manager, you will be the voice and advocate of the customer within Wishpond. You will oversee all things customer success related including account management, onboarding, adoption, advocacy, retention and serving as a point of escalation. You will ensure your customers are getting the most value out of their investment with Wishpond. In collaboration with the Project Management Team, you will lead all retention and expansion efforts for each client. The ideal candidate will be passionate about ensuring our customers derive value from their relationship with Wishpond, will become passionate advocates for our brand and will feel comfortable engaging with clients to discuss details of their experience as a Wishpond customer.
RESPONSIBILITIES
- Own a book of business of small to medium customers and drive those customer relationships through a team-based approach throughout the entire customer lifecycle.
- Responsible for the comprehension and delivery of customers’ marketing goals as it relates to Wishpond services, and ensuring that the goal and success criteria are aligned to the services we provide.
- Act as a liaison to Wishpond’s Account Management Team on behalf of your customers.
- Lead all retention efforts, including renewals, mapping of risks, cancellation requests and others for each client.
- Assist customers with any escalated issues and questions pertaining to their service agreement, the Wishpond tools and any other topics on their relationship with Wishpond.
- Understand our customer satisfaction measures.
- Execute on our Customer Success engagement model inclusive of account management, success planning, retention and cross-sell/up-sell initiatives.
- Expand revenue in existing accounts by working to identify/develop upsell opportunities and increase the average customer lifetime value.
- Monitor and improve individual performance to ensure team members are providing an optimal customer experience and achieving internal goals.
- Collaborate with our Product team to improve the user experience.
- Help drive customer reviews and case studies.
- Other duties as assigned.
QUALIFICATIONS
- Minimum of 3+ years experience in a Customer Success role, preferably in a SaaS organization.
- Digital Marketing knowledge, including paid Ads, landing page optimization, email marketing and social media is considered an asset.
- Experience using Shopify is preferred.
- A degree or diploma that contributes to the organization or role is considered an asset.
- Self-motivated with the ability to establish and maintain solid relationships through a client-first mentality.
- As part of a diverse team, ability to work both independently and collaboratively.
- Must be technical, analytical, results-driven and have the ability to multi-task in a fast-paced environment.
- Organized, administratively strong, and have solid writing, phone, and general communication skills.
- Fluent in English (spoken and written). Knowledge of a second language is considered an asset.
- Willing to participate in ongoing education and training for the role.
Bonus skills:
- Knowledge of basic CSS, HTML and JS
- Google Tag Manager
- Experience with other marketing automation platforms
- Knowledge of CRM platforms
- Experience with landing page platforms
- Experience with email marketing platforms.
WORK ENVIRONMENT
- Given the nature of this role, it is expected that the successful candidate will provide their own workstation, computer, headset, and have a fast and reliable internet connection. This position may be required to download and utilize company software.
- The individual must be prepared to work standard business hours on EST or PST.
- Due to the nature of this role, we may verify backgrounds including conducting employment reference, criminal record and credit checks.
- Once hired, the successful candidate must provide a valid government-issued photo ID as part of their onboarding process.
GREAT REASONS TO APPLY FOR THIS ROLE
- Fully remote position allowing you to work from your home anywhere in the world !
- Exciting and dynamic environment with a great leadership team
- Comprehensive training program and regular performance reviews to facilitate your success
- Competitive compensation based on experience and proven abilities
- Great referral programs with incentives and bonuses
- Unbelievable product discounts when you use our products for your own business
- A global workforce of multi-cultural and talented colleagues
- A close-knit operation with amazing growth opportunities for your personal development
- A high-growth SaaS technology company publicly traded on the TSX Venture Exchange
- Corporate headquarters in beautiful Vancouver, British Columbia, Canada
- Access to our education credits program and so much more !
ABOUT US
Founded in 2009, Wishpond is a rapidly growing technology company providing digital marketing solutions targeted at small businesses. The cloud-based platform includes landing pages, social promotions, website pop-ups, online forms, and lead activity tracking. Wishpond has a dedicated team of professional project managers, designers, copywriters, and developers who provide marketing services tailored to our individual clients.
Wishpond serves over 3,000 customers in various industries and sizes, from startups to large Fortune 500 companies. Wishpond has a rapidly growing global headcount and continues to hire dedicated and qualified employees and contractors who have what it takes to scale a successful software company.
To learn more about Wishpond Technologies, please visit our website or any of our social media platforms:
- Website: www.wishpond.com
- Instagram: @wishpondofficial
- Twitter: Wishpond
- Youtube: Thewishpond
- LinkedIn : Wishpond
APPLICATION PROCESS
If you are interested in applying for this exciting opportunity, please provide an updated resume in English (PDF or Word formats only), quoting the position title in the subject line of your cover letter
Wishpond Technologies is an equal-opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture that does not discriminate on the basis of disability, status or any other basis protected under legislation
We thank all applicants in advance for their interest in this position however due to the volume of applications we receive, we are unable to respond to phone, email, or agency inquiries
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