Customer Success Manager



Toronto, ON, Canada
Posted on Friday, October 6, 2023
What’s CrowdRiff?
Good visuals are appealing to the eye, but great visuals tell stories that reignite your desire to discover, spark your creative imagination and even influence what we buy, eat, and do. That’s why CrowdRiff exists: to empower destination marketers to showcase their unique destinations through powerful visual storytelling solutions.
✨ CrowdRiff is built around the idea of pushing the boundaries of exploration; and our dedication to finding experiences that feel more authentic and undiscovered make us who we are. We like to think of ourselves as modern-day explorers, who believe in taking action now and thrive in an open, challenging, and encouraging environment.
Our team is a quirky and diverse crew that has one thing in common: our love for great visuals. Picture this. You will contribute to amplifying unique travel experiences like scuba diving in Tahiti 🌊, exploring Napa’s wine country🥂, bungee jumping in Queenstown 🤩and much more while having access to some of our amazing travel perks that allow you to immerse yourselves in local communities and culture.
At CrowdRiff, you have the freedom, autonomy, and resources to set the course of your own future along with an incredible crew. We understand that to feel empowered and to keep forging new paths professionally and personally, we need to pull out all the stops. That’s why we take a proactive approach and set not only professional but also personal goals for all CrowdRiffers. To make this possible, we offer opportunities related to training, tuition, conferences, workshops, or anything else that will help you achieve your goals under our ‘DevDollars’ program.
Every day, we work across departments, time zones, and even oceans to reach our goals and delight our customers - all while being remote. If you are looking to make travel an incredible experience today, and for future generations, and are passionate about visuals & tech, you’re just our type. 💯
Your Role: Customer Success Manager
As a Customer Success Manager at CrowdRiff, you'll manage customer relationships around the world. You excel at uncovering customer needs, nudging them to take action, and guiding them through the sales process when an upsell is appropriate.
This role directly impacts customer satisfaction, adoption, retention and the overall success of CrowdRiff. You will work closely with our Product, Sales, Marketing and Leadership teams to ensure our customer’s voice is heard. You will also be well supported by our Onboard, Support and Operations teams. Your typical points of contact will be Manager/Director/VPs of Marketing or Social Media, and you will have the opportunity to develop deep relationships with them while you work towards becoming a domain expert in tourism marketing.
You will be responsible for the retention and expansion of a portfolio of customer relationships. You will develop strong relationships with these customers once their onboarding is complete. As a CrowdRiff product expert, you will help your customer reach value by providing recommendations to best practices and ongoing support. You also have a keen eye for assessing risk, and will use your curiosity and sales acumen to manage churn.

What you’ll do:

  • Proactively engage customers across multiple time zones to ensure that customers are reaching value
  • Assess customer health, increase retention, and drive product adoption
  • Collaborate with Account Executives to identify expansion opportunities
  • Be the voice of the customer

What You'll Need:

  • 3+ years of experience in Customer Success or Account Management in a technology environment
  • Experience managing a large portfolio of customers and are proficient in using data to make decisions to help with your prioritization
  • Experience in a consultative sales environment and can effectively assess a customer for budget, authority, need, and timeline to ensure you are proposing the right solution
  • Confidence speaking and presenting to Manager/Director/VPs of Marketing or Social Media
  • A flexible schedule - you may work across multiple time zones
  • A customer-focused attitude with the ability to be empathetic, responsive, and resourceful
  • Experience with Salesforce
  • Demonstrated interest or experience in the travel and tourism industry
Why CrowdRiff?
At CrowdRiff, we don’t just believe in wow-ing our customers, but also our employees. That’s why, in addition to your competitive salary and medical/dental/vision plan, we offer perks like:
Well-being & growth:
🍼 Parental leave
🧑‍🎓 Extended learning and development opportunities through our DevDollars program
💰Equity incentives
Flexibility at work:
☀️Feel-good Fridays with every other Friday off in summer
🤝 No-meeting Fridays year-round
💪 Work from home allowance + Flexible work hours
🎉 Regular team socials & team events
⛱ Up to 8 weeks of vacation
💲 Up to $3000 towards your next trip
🧑‍✈️ Access to a personal travel concierge
Want to hear more? Visit our website and learn more about our team.
Upon request, CrowdRiff will provide job applicants with any accommodations they may require for the interview process, candidate assessments, and all other applicable steps within the recruitment and selection process. When requested, CrowdRiff will consult with the applicant to provide suitable accommodations.
CrowdRiff is proud to be a diverse and equal opportunity employer and as such does not discriminate on the basis of race, colour, religion, sex, national origins, age, sexual orientation, disability or any other characteristic protected by applicable laws. Selection decisions are solely based on job-related factors.