Customer Success Manager at Grata driving growth within Strategic Accounts for private market dealmaking. Engaging with senior stakeholders and ensuring successful delivery of services and solutions.
About the role
- Customer Success Manager responsible for customer onboarding, adoption, retention, and expansion at Noibu in Ottawa. Building relationships and influencing stakeholders to achieve customer success.
Responsibilities
- Deliver value and customer success through all stages of the customer lifecycle, from onboarding through renewal & expansion.
- Proactively engage customers to support and drive adoption and usage of our platform.
- Perform monthly/quarterly meetings with customers.
- Proactively identify both renewal risk and expansion indicators within your customer base.
- Be a thought leader for your customers, proactively raising solutions and concerns before they become an escalation.
- Influence internal and external cross-functional stakeholders, including executives, to achieve win-win solutions for Noibu and your customers.
- Responsible for a renewal quota and conducting business reviews, monitoring customer health, managing escalations, and achieving KPIs.
- Problem-solve issues for your portfolio, whether that requires bringing in a technical expert or developing a workaround to find win-win solutions.
- Partner with internal teams (sales, product, engineering) to manage the overall success of the merchant.
Requirements
- Prior experience in customer success, managing complex, strategic relationships in a high-touch capacity.
- A consulting mindset, with critical thinking and creative problem-solving skills, as well as the ability to apply theoretical concepts and best practices to solve customer experience, process and methodology problems.
- Ownership mentality: ability to manage projects end-to-end with little oversight.
- Excellent communication skills, you are comfortable working with and supporting stakeholders at all levels of the organization.
- Strong organizational abilities. You can balance multiple priorities without oversight.
- High emotional intelligence - you enjoy building relationships, value collaboration, and have a good sense of others' motivations.
- Experience in e-commerce or a high-growth startup is a plus!
Benefits
- Hands-on mentorship and growth opportunities.
- Your personal growth is really important to us, and you’ll be joining a team that is very motivated to help you succeed!
- A ton of experience working with complex accounts using technical solutions in an extremely fast-paced industry.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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