Customer Success Manager
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Toronto, ON, Canada
Posted 6+ months ago
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, you will be the primary point of contact for our clients, ensuring they receive exceptional service and support. You will work closely with our clients to understand their needs, help them achieve their business goals, and maximize the value they receive from our products. Your role is pivotal in driving customer satisfaction, retention, and growth.
What you'll do:
- Demonstrate value
- Manage churn risk
- Drive expansion and advocacy
- Capture our customer's voice
- Operationalize customer journey
- Maintain expected levels of CSM KPIs including, but not limited to net retention targets, EBR cadence, Salesforce hygiene, and weekly call volumes
- You proactively manage your book of business by identifying at-risk accounts, and expanding reach-out in their organizations
- You run structured and effective EBRs with your clients on schedule.
- You actively contribute to team growth (e.g. helping more junior team members, suggesting improvements to processes, resources, etc)
- You proactively come up with ways to improve the value our customers receive from our products
- Collaborating on the development of initiatives and process improvements that drive customer adoption and retention
- Renewal negotiations in order to maintain customers and ARR
- You anticipate issues and blockers proactively (with a client, a product issue, etc.) and make suggestions on how to overcome them
- You excel in verbal and written communication skills in both one-on-one and group settings
- You participate in direct group conversations around complex problems, goals and ideas
- You proactively identify the underlying business and emotional reasons for cancellation. Can manage cancellation scenarios with customers independently
Ideally you'll have:
- 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 or finding upsell opportunities
- 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, proactive attitude with the ability to be empathetic, responsive, and resourceful
- Experience with Salesforce
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 benefits 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
Travel:
⛱ Up to 8 weeks of vacation
💲 Up to $3000 towards your next trip
🧳 Access to a personal travel concierge
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.
This job is no longer accepting applications
See open jobs at CrowdRiff.See open jobs similar to "Customer Success Manager" Work In Tech.
