Hybrid Customer Success Manager

at GeoComply

• Job title: Customer Success Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: CA$84,000 - CA$115,500 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Vancouver, Canada

About the role

• Customer Success Manager improving customer experience through relationship building. Overseeing onboarding and advising on GeoComply geolocation compliance solutions.

Responsibilities

• Cultivate and sustain business and technical relationships with customers to ensure long-term success through delivering value via our solutions.
• Act as the main point of contact and establish a trusted advisor relationship with key customer stakeholders.
• Continuously monitor customer health metrics, conducting regular check-ins, business reviews, and reporting.
• Drive integrations and lead efforts to onboard new clients and handle aspects such as training, troubleshooting, and product demonstrations.
• Analyze data to identify opportunities for customer experience improvements and business growth.
• Coordinate all stakeholders to achieve customer goals and best performance metrics to deliver value.
• Advocate customer needs/issues cross-departmentally and coordinate with sales, product, and support teams.
• Proactively take ownership of customer issues and requests, removing blockers, leading troubleshooting and communicating solutions back to stakeholders.
• Maintain and update customer records in the CRM system.
• Identify and manage at-risk accounts and develop churn prevention strategies.
• Assist in the renewal process and identify upsell and cross-sell opportunities.
• Conduct and lead customer training after new product features are released or new products are offered.
• Conduct analytics to monitor the success and performance of implemented solutions.
• Prepare and coordinate Business Reviews to actively solve customer problems and ensure that they are maximizing their integration with GeoComply.
• Develop and maintain a thorough understanding of the company’s products, technologies, and systems, processes and overall business requirements, the customer’s structure and use cases, and their laws/regulations and restrictions; continuously interact with colleagues, customers, and regulatory bodies.
• Lead project management initiatives to facilitate seamless transitions for customers, including migrating customers from one environment to another and guiding customers through the process of rectifying technical issues stemming from integration errors.
• Any other duties and responsibilities as may be assigned to you by the company consistent with your position.

Requirements

• Bachelor's degree in Business, Marketing, or related field
• Minimum of 5 years of experience in Customer Success, Account Management, or related customer-facing role
• Strong interpersonal skills with a focus on building customer relationships
• Excellent verbal and written communication skills
• Strong business and technical aptitude with the ability to understand complex business and customer requirements, prioritizing issues and escalating as required
• Ability to analyze data and identify trends
• Experience preparing and presenting reports, data analyses and presentations
• Proficient knowledge of US gaming and sports betting compliance, regulations, and requirements
• Proficiency in using CRM software like Salesforce, HubSpot, or similar platforms
• Highly organized and detail-oriented
• Self-starter with a proactive approach to problem-solving
• Ability to work in a fast-paced, team-oriented environment
• Ability to travel up to 40% of the time

Benefits

• Performance-based bonus
• Equity plans
• Paid vacation and sick days
• Extended health benefits
• Generous Learning & Development Allowance
• Sports and Physical Wellness budget (30% of L&D Allowance)
• Charitable and DEI initiatives
• Team-building events