Customer Success Manager managing strategic accounts, renewals, and expansion for Certn’s background - check platform. Driving retention, customer advocacy, and B2B revenue growth remotely across Canada.
About the role
- Customer Success Operations Specialist enabling customer-facing teams at Cardata, which automates vehicle reimbursement programs. Creating training, communications and resources that drive product adoption.
Responsibilities
- Meet with Product at the end of each sprint to understand completed work, release timing and customer benefits
- Translate release notes into practical training for Customer Success and Support
- Help CSMs explain new-feature value and identify adoption opportunities with existing customers
- Monitor questions to identify knowledge gaps and develop training, coaching or resources
- Review and verify internal documentation in Guru
- Plan and manage communications to drivers, admins and customer contacts using Mailchimp
- Demonstrate new features through webinars and training sessions and answer usage questions
- Partner with Product Marketing on emails, webinars, guides and certifications
- Share customer insights with Product Marketing and brief the CS team on campaigns
- Develop live and self-serve training with the Implementation Specialist using Loom and Navattic
- Identify Support ticket trends and translate them into insights for Customer Success and Product
- Bring recurring customer questions, feedback and adoption barriers to Product
- Turn repeated questions into videos, guides and one-pagers and improve them based on usage
Requirements
- 3-5 years of experience in Customer Success Operations, customer enablement, customer education or a related role
- Ability to learn a product in depth and explain complex features clearly to internal teams and customers
- Experience developing and delivering training, product demonstrations and written enablement materials
- Hands-on experience with Mailchimp or a similar platform for building, segmenting and sending customer communications
- Strong writing, facilitation and project management skills
- Ability to coordinate work across several teams
- Ability to use customer feedback, support trends and recurring questions to identify training or documentation needs
- Experience with Guru, Loom or Navattic is an asset
- Experience with Gainsight, Zendesk and HubSpot is an asset
Benefits
- Remote work and flexible working hours
- Mentorship and development opportunities
- Extended medical & dental benefits
- Healthcare spending account
- $3,000 annual Health and Wellness Spending Account
- Employee assistance program (EAP)
- Flexible (Unlimited) Time Off with no annual cap on vacation
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