Customer Success Manager

JOB TITLE: Customer Success Manager 

DEPARTMENT: Customer Success 

REPORTS TO: Senior Manager, Customer Success 

JOB STATUS: Full Time (Salary & Variable Pay) 

LOCATION: Onsite (PEI) or Remote (Canada) 

About Kindsight:

Position Summary: 

Our Customer Success Managers play a pivotal role in ensuring the satisfaction, retention and growth of the Kindsight customer base.  They are primarily responsible for supporting our customers in achieving value  by  understanding  their  needs  and  objectives,  building  strong  relationships  and  delivering  an outstanding  experience.   Our  CSMs  monitor  customer  adoption,  analyze  data  to  identify  trends  and insights,  and  provide  strategic  guidance  to  help  customers  achieve  their  desired  outcomes.  Ultimately, Customer  Success  Managers  are  dedicated  to  maximizing  the  value  that  customers  derive  from  the company's products or services, driving long-term success for both the customers and the company. 

What You'll Do: 

•  Build and maintain strong relationships with customers, serving as their trusted advisor and advocate within the company. 

•  Drive customer retention and growth among our customers by understanding their needs and objectives and helping them achieve their desired outcomes and success in their mission  

•  Onboard new customers smoothly, ensuring they have a seamless transition to our products. 

•  Proactively monitor customer usage and satisfaction, analyzing data and feedback to identify trends and insights to enable successful adoption of our products  

•  Maintain a regular cadence of communicating with customers to provide expert coaching to customers to enable them to maximize the value they derive from our products 

•  Identify opportunities to upsell or cross-sell additional products or services to customers, driving revenue growth. 

•  Identify at-risk customers and develop strategies to mitigate churn, including proactive outreach and  intervention.  

•  Create positive experiences for customers that drive a positive Net Promoter Score (NPS) 

• Identify opportunities for customers to act as Kindsight advocates to provide testimonials, case studies and references.   

•  Marshall resources across the iWave teams as needed to support customers’ needs 

•  Represent the voice of the customer to better inform our sales process and product roadmap 

•  Some travel to conferences and customer sites may be required 

What We're Looking For: 

•  Bachelor's degree in business administration, marketing, communications, or a  related  field  (or  equivalent experience). 

•  3+ years in Customer Success, Relationship Management, Account Management in a  SaaS environment 

•  Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers at all levels. 

•  Strong problem-solving abilities, with a proactive and resourceful approach to addressing customer needs and challenges. 

•  Analytical mindset, comfortable working with data to derive insights and make data-driven decisions. 

•  Detail-oriented and organized, with the ability to manage multiple customers and projects simultaneously. 

•  Proven success in driving customer retention and expansion   

•  Familiarity with Salesforce, Gainsight, MS Office and Google Suite 

•  Passion for delivering exceptional customer experiences and driving long-term customer success. 

•  Experience working with and a passion for non-profit organizations 

•  Empathetic, positive attitude with a desire to help our customers reach their goals 

•  Results-driven mentality, with a bias for speed and action