Hybrid Customer Success Manager

at veritree

• Job title: Customer Success Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: CA$61,000 - CA$71,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Vancouver, Canada

About the role

• Customer Success Manager enhancing customer relationships at a climate tech start-up in Vancouver. Engage customers throughout their journey from onboarding to renewal while driving retention and expansion.

Responsibilities

• Maintain ≥90% gross retention of Restorative Partners
• Achieve renewal discussions initiated ≥3 months before contract end in 90% of accounts.
• Drive expansion opportunities equal to 10% of book ARR.
• Partner with Sales to close at least 2 upsell/cross-sell deals.
• Provide insights that result in 1-3 roadmap, CS process improvements to scale or marketing changes implemented
• Represent the company in customer-facing events (webinar, case study, panel) involving min 30% of key customer base.
• Foster a deep connection with customers that transforms satisfied customers into enthusiastic advocates and raving fans of Veritree.
• Take ownership of the onboarding process, ensuring a smooth transition for new customers.
• Act as a bridge between customers and technical support, ensuring timely and effective assistance and training.
• Partner closely with customers to understand their unique needs and goals.
• Gather feedback, insights, and suggestions from customers and communicate this information to internal teams.
• Demonstrate a commitment to ongoing learning and experimentation.

Requirements

• 4+ years of B2B customer-facing experience with a high degree of comfort meeting and presenting to executive-level contacts.
• Exceptional communication skills whether over email, phone call, video call, or in-person.
• Proficient using Excel, Hubspot (or other project management tool), Slack, and Google
• Experience working in a fast-paced work environment with the ability to work independently, prioritize responsibilities, and manage time effectively. You thrive in a fast-paced, sometimes ambiguous environment with little or changing processes
• SaaS experience is highly beneficial but we recognize experience comes from all walks of life
• You have a strong bias for action and diving in to learn the ins and outs of our products and services.
• Your strong and curious nature makes you unafraid to ask questions about our products, business, and our partners’ goals.
• You are driven to help others succeed, both our customers & your colleagues!
• You are a creative thinker and problem solver who loves to tell stories.

Benefits

• Competitive salary with a performance-driven framework that ensures fair and consistent compensation reviews, tied to individual impact and business growth
• Extended health, dental, and vision benefits
• Additional Health Spending Account (HSA) / Lifestyle Spending Account (LSA) to support your well-being and lifestyle interests
• A variety of time-off programs, including vacation, personal days, and a 4-week remote work program each year
• Employee discount with tentree, our sister company
• A flexible, hybrid work environment designed for collaboration and focus-driven impact