AgencyAnalytics – Customer Success Manager – Toronto, Canada

March 2, 2023
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Job Description

Job description

We’re seeking a Customer Success champion to service the North American customers of our highly successful SaaS platform. You’ll be joining a supportive, tight-knit, and highly committed team that is passionate about helping customers reach their business goals, and passionate about growing our product.

The success of our company is directly tied to the success of our subscribers, and our Customer Success team plays an essential role in helping these subscribers thrive. To continue achieving this, we’re specifically looking for fast-learning people with high-level communication and relationship-building skills, and excellent problem-solving abilities.
This is an opportunity to join a fast-growing and industry-leading company with an outstanding customer reputation. There is the possibility for long-term growth into more senior positions within the department. Individuals who thrive in this role are those with mixed skillsets, who can contribute ideas and take initiative, to strengthen our Customer Success interventions and our company.

This is not a basic “customer service” position: You’ll spend some time working alongside our Customer Service and Customer Success teams to learn our platform, then shift to focus on customer education, onboarding, expansion, retention, and relationship-building. Past experience with Customer Success is required. It is highly preferable that you have background knowledge of SEO and/or digital marketing so you can understand our customers and their goals.

This position is 100% remote.

Key Responsibilities

  • Manage onboarding and education of new and existing customers
  • Proactive outreach to low-performing accounts, expansion opportunities, and churn risks
  • Run customer meetings (via Zoom) with a focus on ensuring customers are getting value from their subscription
  • Written communication via email, HubSpot, and Intercom
  • Handle medium- and high-value billing, upgrades, quotes, and related inquiries
  • Engage and collaborate with Sales and Customer Support teams when required
  • Escalate issues/bugs to engineers and collaborate to resolve
  • Use research skills, internal channels, and teamwork to solve problems
  • Manage customer feedback, insights, and feature requests to contribute to our product’s continual development
  • Over time, contribute to the growth of the Customer Success department
  • Other tasks/projects, depending on your skills or interests

Job Benefits

  • Profit-sharing, distributed quarterly
  • Frequent promotions
  • 4 weeks of vacation and paid sick days
  • Monthly Happy Hour
  • Extended health benefits
  • Continued education allowance
  • Annual fitness allowance
  • Work from anywhere in the world
  • Join a bootstrapped, product-focused, & customer-oriented team

Job Requirements

  • Customer Success (or similar client/customer-facing) experience, preferably for a SaaS
  • Moderate understanding of SEO and/or digital marketing
  • Basic understanding of common digital marketing channels (Google Analytics, Google/Facebook Ads, social media marketing, email marketing, etc.)
  • Exceptional verbal and written communication skills
  • Exceptional interpersonal skills
  • Ability to clearly demonstrate business value to customers
  • Native or bilingual English
  • Comfortable in a remote work environment
  • Passion for helping others succeed
  • High attention to detail and critical thinking

About AgencyAnalytics

AgencyAnalytics is a reporting platform that helps digital agencies automate their client reporting.

We have been in business since 2010, are 100% employee-owned, and are growing fast. AgencyAnalytics is currently one of the few high-growth companies selected to participate in the Lazaridis ScaleUp program.

On top of being obsessed with building the best product possible and helping our customers succeed, we also pride ourselves on our company culture. From weekly happy hours, an employee of the month awards, profit sharing, fitness allowances, and continued learning…we’re always looking for ways to take care of our team.

For anyone looking to continue building their career in SaaS, this is an opportunity to join a team that is dedicated to building a company you’ll want to stay at for years to come.

AgencyAnalytics is an equal-opportunity employer. We are committed to providing an environment of mutual respect where equal opportunities are available to all applicants regardless of race, color, religion, sex, age, marital status, gender identity, and any other characteristic protected by applicable law. We celebrate diversity and are committed to an inclusive environment among our team.