Work In Tech

InnerSpace is changing how people experience the indoors. We enable companies to make the most of take advantage, in a good way, of their two biggest resources: people and real estate.Working closely with clients to provide technology-based solutions for their office space and campus, our clients include some of the world’s leading technology, airline, sporting and entertainment, coworking, and food and beverage companies. Whether in their office building, stadium, university campus or cafeteria, we provide the data our customers need to make critical space planning decisions.We value top-tier service, forward-thinking partners, and passionate people!Interested in being part of a cutting-edge team? What about getting so hands-on that you gain 5 years of experience in 1? Ready to get onboard and be part of our amazing journey? Read on. What We’re Looking ForInnerSpace is looking for a Senior Customer Success Manager to help us establish a world-class customer success practice for our fast-growing business.The ideal candidate will be an experienced leader who knows how to get customers to maximise the value, as fast as possible, from InnerSpace’s groundbreaking spatial intelligence platform.Over the next 12 months, InnerSpace aims to build a strong enterprise SaaS customer success organization to withstand exponential growth. You’ve been in customer success for a while and have many ideas on how it should be done right. At InnerSpace, you can make these ideas come to life. In addition to taking responsibility for customer accounts from onboarding to renewal, you will also have the opportunity to help shape the future of the customer success practice, with a clear path to move into a Senior Management position over time. What You’ll Do

• Lead the onboarding of multiple technically complex enterprise deployments.
• Help our enterprise customers get to value quicker.
• Help our enterprise-class customers incorporate product usage into their processes maxmise that value.
• Help create and codify our company’s customer success strategy and philosophy.
• Provide thought leadership on customer success best practices.
• Design industry-leading customer success processes
• Design a thoughtful and repeatable onboarding process.
• Create success plans for our customers, outlining use cases, outcomes, key milestones, and value to be achieved.
• Take on our client’s goals as your own and work to help meet them.
• Get hands-on with all our customers, doing the work, increasing customer retention and satisfaction.
• Work with Product Development and Marketing to bring VoC input to our product roadmap and GTM strategy.
• Be a continuous learner, honing your knowledge and the craft of CS, and applying cutting-edge practices to your work.

Qualifications

• 5+ years of work experience in Customer Success, including in a high-ACV enterprise SaaS environment
• Proven track record of building relationships with customers who stay and renew.
• Deep understanding of key SaaS and customer success concepts and metrics.
• Strong ability to navigate organizations across all functional areas.
• Massive work capacity. You love having a full plate and have a proven ability to manage the onboarding of multiple technically complex enterprise deployments.
• Ability to quickly learn about customers and their needs.
• Excellent communication skills across presentations, written and verbal.
• Strong ability to wield influence across cross-functional teams and customer contacts.
• Disciplined, consistent, and results-oriented.
• Intense and relentless in your quest to win and help your customers hit their goals.
• Entrepreneurial, you feel comfortable taking the initiative, identifying things that need doing and doing them.
• Digital native - you look for ways to amplify your effort with technology and tools, and get up to speed extremely quickly.
• Extremely good time management and work ethic.
• Ability to travel up to 20% of the time.

Here Is What You Can Expect From UsWe offer competitive compensation that includes an equity component, and the chance to be a part of something BIG!We’re also remote/hybrid, so you don’t have to be tied to an office!Oh, and did we mention long weekends? Yeah, each one is four days long, just so you have a little more time for you! We are committed to providing a barrier-free work environment in concert with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. As such, we will make accommodations available to applicants with disabilities upon request during the recruitment process. InnerSpace is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees and to providing a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, family or parental status, or any other status protected by the laws or regulations in the province where we operate. At InnerSpace, we value the insights and innovation that diverse and inclusive teams bring to work.