Customer Success Manager

hybrid
Brantford, Ontario, Canada .
full-time . April 19, 2024

Description

Customer Success Manager

@searchie.io - Instagram

searchie.io - Product Site

@stumclaren - Instagram

northresults.com - Company Site

Hybrid remote in Brantford, Ontario

Reports to: Searchie Customer Success Lead, Paulina Gusciora

Location: Brantford, Ontario. We are remote-friendly!

Term: Full-time, salary

Who we are and what we need

At North Results, we provide our customers with the tools, training, and support needed to launch successful businesses. These include several products tailored to building a membership business and our leading content management software, Searchie. We live and breathe our core values of Community, Fun, Impact, Innovation, Integrity, and Simplicity. Join our dynamic and growing tech company based in Ontario, Canada!

Searchie.io is a fast-growing content management software that helps content creators and businesses deliver a better content experience. Searchie provides a user-friendly way to deliver content, and the fastest way to build a course, website, content hub, or membership site.

We’re in search of a Customer Success Manager to support and nurture customer relationships throughout various company projects and processes.

We have a deep respect for the unique journey each of our customers embarks on when they launch their online business. As a result, we put a lot of care into designing our platform and resources to support them on their entrepreneurial journey.

In this role, you’ll engage with customers to facilitate their ability to grow their online business with Searchie. You'll dive in and work with our clients at every step of their journey – ensuring they have access to the right resources to unlock new ways to boost retention and engage their customers.

By working in a customer-facing role, you’ll serve as a customer advocate within Searchie, championing changes to the product and internal processes that will increase engagement, retention and (you guessed it) customer success.

Customer Success At Searchie

At Searchie, we’re customer first. What does that mean? It means our customers are central to our business. They drive our business forward. They are at the core of everything we do.

Our Customer Success team works closely with our Support, Marketing, Product and Development teams to show our customers a more sustainable and scalable way of doing business. We build relationships with our customers through user onboarding, product training, and strategy creation.

Our Customer Success team also collaborates with other content creators and business owners to design, build and launch new knowledge-based businesses on Searchie.

What You'll Do

In this role, you will be instrumental in fostering strong relationships with our customers, leading initiatives to enhance their experience, and implementing strategies to drive growth and establish our products as leaders in the online entrepreneurship landscape. Here's what you'll be responsible for:

Customer Activation:

Demonstrate to customers a general understanding of the Searchie platform as it relates to common content creators: membership site owners, course creators and coaches.
Nurture users through their first 90 days on the platform.
Assists in guiding customers through the onboarding process and explaining both self-service and done-for-you resources.
Identify and document customer feedback and data points in both projects and processes.
Communicate with customers through email and live chat channels.

Campaign/Playbook Management:

Contributes to closed-ended customer success campaigns and projects relating to onboarding and activation initiatives.
Executes account-specific activation campaigns.
Update playbooks, projects and processes using team insights.
Reports on and analyzes health score and trigger point customer data.

Customer Success:

Nurture, maintain and strengthen relationships through regular check-ins, personalized communication, feedback sessions, collaborative problem-solving, networking opportunities, collaborative events and recognition.
Facilitate regular communication between the involved parties, ensuring that information flows smoothly and everyone is on the same page.
Execute project plans and timelines for Customer Success initiatives, ensuring that all activities align with strategic goals and are executed efficiently.
Track key performance indicators (KPIs) to measure the success of partnership activities and regularly analyze data to assess performance.
Address any challenges or roadblocks arising during the partnership, working collaboratively to find solutions.
Assist in the development of plans to scale successful Customer Success initiatives and explore opportunities to expand collaboration and impact.
Contribute in the creation of new processes such as customer onboarding frameworks, performance metrics and evaluations, incentive structures, and other initiatives aimed at enhancing customer success and satisfaction.

Who you are

The ideal candidate for this role will possess a strong passion for customer success, demonstrating an ability to understand and execute plans that enhance customer satisfaction and drive retention. You should have a knack for building and nurturing relationships, with a track record of effectively engaging with clients to achieve mutual success. Beyond just vision, you'll showcase strong operational skills in managing day-to-day customer interactions and implementing strategies to enhance customer experience. Proficiency in project management, negotiation, and data analysis will be advantageous.

As a communicator, you'll excel in conveying ideas clearly and persuasively, influencing stakeholders to ensure customer needs are met. Your adaptability and resourcefulness will shine through in your ability to thrive in dynamic environments, where you'll continuously develop new strategies to improve customer outcomes. If you have a degree or equivalent experience in business, administration, or related fields, along with a knack for innovative problem-solving and a strong commitment to customer satisfaction, we encourage you to apply.

Functional Skills

To excel in this role, you'll need:

Communication skills
Empathy
Strategic thinking
An analytical mindset
Creativity
Organisational skills
The ability to prioritize
The ability to do well in a fast-paced environment

Leadership and Execution Behaviors

Demonstrates a strategic focus on customer satisfaction and retention, with a vision for driving long-term success for both the customer and the organization.
Build and maintain strong relationships with clients, understanding their needs and effectively engaging with them to achieve mutual success.
Exhibit strong operational skills in managing day-to-day customer interactions and implementing strategies to enhance the overall customer experience.
The ability to articulate complex ideas clearly and persuasively, influencing stakeholders at all levels to ensure customer needs are met.
Demonstrates flexibility and resourcefulness in dynamic environments, continuously developing new strategies to improve customer outcomes.
Displays innovative problem-solving skills to address customer challenges and find practical solutions.
A drive for self-improvement and acquiring new skills to keep up with technological advances, monitoring changes to legal regulations and keeping our partner strategy ahead of the game.

Experience

The following list of education and experience can be beneficial and highly valued for the Customer Success Manager role. However, they are not strict requirements. We understand that everyone has a unique background and skill set, and we are open to considering candidates who have a strong passion for digital marketing and creativity and are willing to learn. We encourage applicants from diverse educational backgrounds and levels of experience to apply and showcase their unique qualifications for the role.

0-2 years of professional experience in customer-facing roles such as customer service, sales, or account management.
Familiarity with CRM software and other customer management tools.
A Plus: Experience with ESP or CSM platforms such as Convertkit, Hubspot, ActiveCampaign, Mailchimp. Productivity tools such as Airtable, Notion, Google Workspace, Asana, Zapier.
Degree or equivalent skills in business administration, marketing, communication, psychology, or a related discipline.
Experience creating and maintaining strong relationships with customers.
Experience in digital marketing or online business.

Conditions of Employment

In order to maintain SOC2 compliance, Employment is contingent on passing a background check.

Benefits

Get ready to enjoy the ultimate work-life balance with our flexible time-off policy! As a new team member, you'll be entitled to three weeks vacation in your first year, and after that, you'll have unlimited personal time off!
We care about your well-being and want you to feel your best in and out of work. That's why we offer comprehensive health benefits, including dental, optometrist, prescription medication, alternative health modalities, and life insurance (after three months).
We believe in continuous growth and development, both personally and professionally. With our leadership training and role-specific development programs, you'll have the opportunity to learn and grow every day!
Stay connected and productive with our optional company phone plan (available after three months).
At our company, we know that having a comfortable work environment is essential for productivity and happiness. That's why we offer a hybrid work environment where you can work from home or in the office (3 days in office preferred).
Join our company community and celebrate your successes with us! We offer exciting company retreats, live events, and celebrations that will make your work experience unforgettable!
Build your future with us and secure your retirement with our RRSP matching program (available after three months).

Accommodations

Should you require any specific accommodation during the recruitment process, please let us know at the time of contact, and we will make the necessary arrangements up to the point of undue hardship.

North Results Inc. is dedicated to recruiting and retaining a qualified workforce. By valuing a diverse workforce, North Results Inc. is committed to hiring practices that are fair and equitable. North Results Inc. will always hire the most qualified candidate for a position. A protected ground will not be used against an individual during the hiring process. The company will ensure that the search and hiring processes are fair and equitable so that each candidate has a fair opportunity throughout the process regardless of any protected ground they may have.

Know someone who would be a perfect fit? Let them know!