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Tech Touch Customer Success Manager



Customer Service, Sales & Business Development
Toronto, ON, Canada
Posted on Monday, August 28, 2023

Backed by a recent $100MM investment from top VC firm, Insight Partners, iLobby is experiencing rapid growth as the enterprise market leader in the Visitor and Workforce Management space. With clients in 45+ countries and a platform that is truly best-in-class, the company is well positioned for explosive growth as we scale our team. Profitable, nimble, and with a growing list of F500 clients, iLobby is an ideal place for any high potential leader to accelerate their career.

About The Role

At iLobby we are looking for flexible go-getters who welcome the challenge of meeting the needs of a growing business. We are building the Customer Success program to help drive iLobby’s growth forward. We are looking for a builder who will act as the primary owner of a large base of tech touch customers and create a customer lifecycle journey for customers in this group.

You will lead the research, planning, coordination and execution of launching tech touch customer success service programs to drive engagement, usage and ultimately support renewals/expansion. Drawing on usage data and other information, you will craft a segmented approach to engaging and providing self guided solutions to tech touch customers. It will be also be important to optimize the tech touch program and ensuring that there are measures in place to understand how we are doing and how we can improve and learn.

Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and create scalable processes. This is an outstanding opportunity where you will be playing a major role in the ongoing support and growth of our client base at iLobby. After consistently proving yourself as a top contributor to the customer success organization, you will have the opportunity to grow within iLobby.

This role is a hybrid position where you'll be required to come into our office twice a week

What You'll Do

  • Build – Create a tech touch strategy using Catalyst to create a tailored yet scalable approach customer success within this segment of customers.
  • Analyze Data – You’ll regularly interpret complex data (i.e. product data, business data) to identify where to put your proactive focus within your account base
  • Drive Growth – You’ll be working across the customer journey to set our customers on the path to success in collaboration with the sales team
  • Mitigate Risk - Proactively identifying accounts at risk of churn and putting plans in place to mitigate the risk
  • Drive Product Usage - Partner with the product team to help customers adopt new features and use cases
  • Continuously Learn – You’ll be regularly learning about the product enhancements, CS best practices ad better ways we can enhance our customer experience / journey
  • Manage Upsells – Create quotes and close opportunities for a small group of tech touch customers who don’t have an assigned account manager
  • Create Referenceable Customers - Work with the sales and marketing team to identify customer references and develop case studies

Experience You’ll Bring

  • 1-3 years of experience in customer success
  • Experience working with a customer success platform (I.e. Catalyst, Gainsight, Totango)
  • Experience in managing a customer lifecycle journey and understanding of how to work with usage data
  • Strong verbal and written communication, strategic planning, and project management skills
  • Exceptionally organized
  • Analytical and process-oriented mindset
  • Your work ethic is unmatched – anything you don’t know you’ll learn quickly through your growth mindset
  • You are a highly motivated, self-starter with a high degree of initiative, a can-do attitude, results and goal-driven mindset and the ability to achieve set goals.
  • You pay attention to detail in all areas of work with strong problem identification and problem resolution skills.

Why work at iLobby?

iLobby is the global leader in enterprise visitor management, helping complex enterprises digitize, optimize, and automate their key facility process – from streamlined visitor management to emergency evacuation, our Facility OS Platform is cutting edge and driving significant value with our customers.

We work hard and play hard and we do both with passion and respect for one another. Our company promotes a fast-paced, fun, friendly, and highly collaborative work environment that provides:

  • Generous compensation + Medical, dental, and vison coverage
  • A Hybrid work environment with offices based in North York, Toronto
  • Opportunity for advancement and growth
  • Catered Events, Snacks, Drinks – You won’t go Hungry!
  • Birthday and Life Celebrations
  • Two annual parties in a year

iLobby Commitment

We believe that a diverse team is the key to innovation and growth. We are an equal opportunity employer that value diversity at our company and encourage all candidates to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

iLobby will accommodate individuals with disabilities through each stage of the recruitment and selection process. Please advise us of any needs when your interview is booked, and we will do our best to meet your needs.

Please note that all candidates must be legally eligible to work in Canada.

Background and Reference Checks

Any offer of employment may be conditional upon full background checks including a criminal record check, a credit check and employment and educational verifications. A reference check will also be conducted.

iLobby thanks all candidates for their interest, however only those selected to continue in the process will be contacted.

Office location: 5255 Yonge St, Suite 1500 North York, ON M2N 6P4

Please apply through LinkedIn or send an email to!