Customer Success Manager
Street Context
- Toronto, ON
- Permanent
- Full-time
- Successful Onboarding of New Users: Communicate with and assist our users in understanding our product so they receive the maximum value and return on investment
- Using Data to Support Decision Making: Build reports with key user metrics that Account Managers can use to drive expansion opportunities with executive sponsors
- Support Pilot Opportunities: Collaborate with our Account Executives and Account Managers to close pilots with new and existing customers
- Minimizing User Churn: Fight to win back users who have lost faith in our products. Identify users who have fallen into bad health and create holistic strategies as a CSM team to bring them back
- Monitoring & Evaluating User Health: Forecast and track key user metrics (e.g. logins, sends, etc). Prepare reports on user status to communicate to internal leadership
- Acting as the Voice of Our Users: Be the internal voice of our users and create a continuous feedback loop to advocate for our users' needs. Educate existing users on new features and intake feedback for improvements
- Identify Opportunities for Process Improvement: Help improve our CSM processes that enable our team to scale
- Continual education and training: as the Street Context offering and the broader industry evolve, you'll be responsible for leveraging internal and external resources to continually educate and train yourself, equipping yourself with the knowledge and tools to communicate and sell Street Context effectively
- You have 2+ years of experience in a client-facing role
- Your EQ is through the roof and compliments on your communication skills follow you everywhere you go
- You are coachable and integrate feedback into your conduct and professional development goals
- You have the motivation, drive, and energy required to sustain a high level of client-facing activity
- You believe that it takes pressure to make a diamond, grit to make a pearl and that the best decisions are made when contentious conversations are embraced
- You have experience using data-driven approaches to drive engagement across a user base
- You are bilingual and can speak Spanish or Portuguese fluently
- You have worked in a SaaS business with enterprise customers
- You have worked on a trading floor or have experience working with capital markets, specifically in research, sales, or trading
- You are experienced with go-to-market and product analytics tools such as Salesforce, Pendo, Zoom, and business intelligence products like Looker or Tableau