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Customer Success Manager



Toronto, ON, Canada
Posted on Wednesday, May 15, 2024
About Lillio (formerly HiMama) and Our Mission:
At Lillio (formerly HiMama), we are committed to serving the field as an authentic voice of the early childhood education (ECE) workforce, providing programs with all of the building blocks for high-quality early care and education and helping early educators focus on what matters most for children’s successful development and learning: relationships, play, creativity, and loving, nurturing caregiving. We are a social-purpose business and certified B Corporation with the goal of empowering early childhood educators through innovative, affordable tools that enable them to improve child outcomes, engage family members, and support continued professional growth for their staff. If you are excited about being part of an impact-driven business, focused on making a difference in the early childhood education industry, Lillio is the place for you.
Lillio is a Series B, private-equity backed business and we're proud to be part of the Bain Double Impact portfolio. Lillio is recognized as an industry leader, most recently selected by Fortune in 2023 for their "Impact 20" list, which highlights organizations that have built their business models around world-changing ideas to solve social and environmental problems.
We're looking for...
Passionate, ambitious and confident Customer Success Managers who want to challenge themselves in a fast-paced, high-growth work environment. Ideal candidates enjoy connecting with customers and thrive in a high-performance team with high expectations. You will be responsible for nurturing your portfolio with a particular focus on proactively reducing churn. You love helping others succeed and are motivated by supporting customers in different stages of their lifecycle and helping them use Lillio in the most advantageous way. The knowledge you gain in this role will become an asset to you and the company more broadly. Your customer interactions will help you provide feedback to shape the future of our product and offerings. Finally, you are looking to make an impact on the world. Working with a social enterprise you will personally have the opportunity to improve outcomes for hundreds and thousands of children worldwide.
The CS Team
CS at Lillio is a close-knit team of motivated individuals who are driven to find a way to make every customer successful. This includes influencing product and marketing decisions, problem solving, and ensuring the best experience for our customers. We are agile and adapt to changing priorities of the business or industry. We take pride in our ability to work together to solve problems quickly, especially when the answer may be unclear. We are proud of the growth each member of our team has achieved, whether it’s within CS or accelerating their careers through other roles within the company. We love to work hard and support each other through each step of the way to ensure everyone is set up for success.
Your CS Leader
Lillio’s Director of Customer Success is a people first leader who believes in unlocking individual's potential to build high performing teams. She is a leader who likes to set the stage with big-picture vision and empower the team to work through the plan of execution. She is KPI driven and has a high attention to detail to better understand team and customer trends, to best position everyone to be successful. She places a high value on curiosity, ownership and having a growth mindset with an intrinsic drive to improve. You will work well with her if you enjoy building, iterating, and are eager to grow!

How You'll Make an Impact:

  • You'll recognize and proactively engage with customers who are at risk of churn
  • Manage churn requests within your portfolio and collect feedback to prevent future churn
  • Work closely with our onboarding and support teams to ensure an industry leading customer experience
  • You are able to turn a negative into a positive. When a customer comes to you with frustrations, it will be your responsibility to empathize with them, own the issue, craft a solution, execute the solution, and follow up to ensure the issue doesn’t resurface
  • Understand the needs of your customers, understand trends, and effectively advocate for them with internal stakeholders
  • Identify areas of improvements in processes to enhance efficiency and customer outcomes

What You Bring to the Table:

  • Bachelor’s degree (or equivalent) from an accredited University
  • 1-4 years of Customer Success/Account Management/Sales experience
  • You’re someone who goes above and beyond for your customers, comfortable putting on a support hat (when needed), and have excellent communication skills (verbal and written)
  • You invest in your own personal growth and development
  • A compassionate and patient demeanour with confidence and assertion to get things done
  • Active listening and problem solving skills
  • You're eager to pick up the phone and speak directly with customers
  • You have an ability to build relationships and connect with people quickly
  • You're organized and able to manage a large volume of tasks independently
  • Confidence to manage difficult situations and conversations
  • You're tech savvy with the ability to navigate apps and software
  • You're self driven with ambition to work hard in order to make an impact in the world

Nice to Haves:

  • Bonus points if you have previously carried retention, upsell or sales quotas
Don’t have all the requirements but convinced you’ll be able to make an impact? We’d love to hear from you! Please note that we place serious consideration to your application responses to all questions; only completed profiles will be considered for this role.
Lillio Perks!
-- Flexible working arrangements; we are a remote-first company who gathers together (virtually) every quarter, and in-person at least once per year. You must be willing to travel in-person as required for the role
-- Health benefits package includes medical, dental and vision
-- 401K matching, and HSA contribution for US employees
-- Paid time off, including vacation, personal and volunteer days
-- Opportunities for learning, mentorship and professional development
-- A subscription to the mindfulness and meditation platform, Headspace
-- Ongoing team-wide and company-wide virtual social activities and success celebrations
Lillio is committed to inclusiveness, equity and accessibility. If you require accommodations at any step of the application or interview process, please indicate so under the "Accommodations Question" box on your application. Accommodations may include but are not limited to: alternative methods of communication, providing a detailed “what to expect”, or modified testing. Please note this list is not exhaustive and we are more than happy to discuss other accommodations as required.
Commitment to Diversity
Diversity, Inclusion and Belonging are central to Lillio's core values. Lillio aims to ensure we provide a safe environment for everyone to thrive while bringing their authentic selves to work. Our mission is to promote an inclusive work space for all employees through Education, Discussion, and Celebration of our differences. Embracing these differences while coming together with a common purpose is what makes our team extra special. Our focus on inclusion and belonging is activated in the day-to-day culture at Lillio through our Diversity, Inclusion and Belonging (DIBS) committee, our bi-weekly DIBS discussions, DIBS Slack community, D&I training and education, volunteer days, donation matching, and more.
Equal Employment
Lillio is an equal employment opportunity employer. We consider all qualified applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other legally protected characteristics.