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Customer Success Manager (Pipeline Position for Future Opportunities)
hybrid
Brantford, Ontario, Canada .
full-time . September 13, 2024
Brantford, Ontario, Canada .
full-time . September 13, 2024
Description
Customer Success Manager (Pipeline Position for Future Opportunities)
membership.io - Product Site (Formerly searchie.io)
northresults.com - Company Site
Hybrid remote in Brantford, Ontario
This is a pipeline position for future opportunities. While we may not have an immediate opening, we are always looking to connect with talented individuals who could be a great fit when a position becomes available. We encourage you to apply if you are interested in joining our talent pool for potential future roles.
Location: Brantford, Ontario. (Hybrid)
Term: Full-time
Salary: $51,000 - $60,000
Who we are
At North Results, we empower our customers with the tools, training, and support they need to launch successful businesses. Our suite of products, including the leading content management software Membership.io is designed to help build and grow membership businesses. 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, and be part of our vibrant, collaborative culture where your contributions are valued and recognized!
We offer a hybrid work environment, opportunities for professional growth and development within a fast-growing company, and a chance to join a company that's redefining content management and delivery.
Our platform
Membership.io is a fast-growing content management software that revolutionizes the way content creators and businesses deliver experiences. Membership.io offers a user-friendly way to deliver content and the fastest way to build courses, websites, content hubs, or membership sites. As an all-in-one platform, we enable users to manage, monetize, and amplify their content, setting new standards in the industry.
Customer Success At Membership.io
At Membership.io, 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 Membership.io.
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 Membership.io 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.
- 0-3 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
To maintain SOC2 compliance, Employment is contingent on passing a background check. We conduct background checks through Certn (Softcheck).
- Softcheck searches thousands of international data sources to identify potentially illegal behaviour, criminal activity, fraud incidents, regulatory violations, and negative media information. This service also includes searches of country sanction lists, exposed persons lists, sex offender registries, terrorist registries, and most wanted lists from around the globe.
Benefits
- Flexible, Hybrid Workplace: Enjoy the autonomy to choose between working remotely or in the office, with the flexibility to create a work environment that suits your needs.
- Flexible Vacation: Start with 3 weeks of vacation in your first year, and enjoy unlimited vacation starting your second year.
- Personal Days: Unlimited personal days for planned time off (booked in advance).
- Flex Days: 10 flex days for last-minute personal or sick days, giving you added flexibility when unexpected events arise.
- Comprehensive Health Benefits: Full coverage for dental, vision, prescription medication, alternative health therapies, and life insurance (after 3 months).
- Professional Growth: Access to leadership training and role-specific development opportunities for continuous learning.
- Company Phone Plan: Optional company phone plan available after 3 months.
- Team Retreats & Celebrations: Join us for company retreats, live events, and celebrations throughout the year.
- Retirement Savings: RRSP contribution plan with employer matching (optional after 3 months).
Accommodations
Should you require any specific accommodation during the recruitment process, please let it be known at the time of contact and we will make the necessary arrangements, up to the point of undue hardship.
Use of Artificial Intelligence (AI) in recruiting
At North Results, we aim to be at the forefront of AI integration within our platform and products. We believe that AI is a powerful tool that benefits everyone. In order to improve efficiency and fairness in our hiring process, we utilize a variety of AI tools throughout the application process.
North Results Inc. is dedicated to recruiting and retaining a qualified workforce. By valuing a diverse workforce, North Results Inc. is committed to fair and equitable hiring practices. 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.
Membership.io’s parent company, North Results Inc., is a software and education company based in Brantford, Ontario, Canada. We teach entrepreneurs how to turn what they know, love, and do into recurring revenue through courses and memberships. We live and breathe our core values of fun, innovation, simplicity, impact, community, and integrity.
Compensation
$50,000.00 - $60,000.00 per year