Customer Success Manager (12 Month Contract)

Role Overview

You will be the primary contact for school district leads, ensuring the health, satisfaction, and success of our school district accounts. You will work collaboratively with Xello’s customer success, solutions, sales, product, and onboarding teams.

What You Will Do

Manage renewals, drive revenue growth, and limit churn with your assigned portfolio of accounts. Foster long-term partnerships, develop success plans, and share best practices for the successful implementation of Xello.

Why It Might Be a Fit

You will be responsible for nurturing retention, identifying goals and key performance indicators, and regularly reviewing these goals with clients. You will also manage and resolve client issues through collaboration with internal teams.

Requirements

• 2+ years of demonstrated experience managing accounts with high levels of success and retention, preferably in a SaaS environment
• Proven track record of building strong relationships, being accountable for client success, and delivering value to clients with every interaction
• Strong problem-solving, decision-making, and analytical skills, with the ability to think creatively and be resourceful when assisting clients
• Demonstrated experience managing client expectations and having difficult conversations, with a focus on reaching positive outcomes
• Excellent written and verbal communication skills and presentation skills
• A keen attention to detail, and highly organized when it comes to information management, planning, and time management
• Experience working in a SaaS environment
• Self-directed, with the ability to effectively prioritize and manage multiple projects/tasks of varying complexity
• Ability to thrive in a fast-paced, agile work environment, where working under pressure and without supervision is the norm
• Enthusiastic about learning and implementing new solutions and technologies
• Demonstrated ability to work as a team player
• Experience using Salesforce or similar customer relationship management (CRM) system
• Proficiency with G Suite
• Bilingual in English and French is an asset
• Willingness to travel (Less than 15% of time)

Benefits

• OTE ranging from $80,000 to $90,000 CAD, combining base and incentive
• Flexible work arrangements including hybrid and remote
• 4 weeks of vacation
• Employer-paid health and dental benefits
• 4-month top-up for parental leave
• Group RRSP with 3% matching
• Remote work environment
• 80% employer-paid health benefits
• 4-month top-up for parental leave
• 401(k) with 3% matching
• Remote work environment
• 28 days annual leave (inc. 3 days at Christmas) + bank holidays. With additional annual leave days added to reward long service