Customer success manager
Diff
Toronto, ON
Employment Type: Full-time

Location: Toronto, QC, Canada

Perks & Benefits: We have a lot! Scroll down :)

Are you a talented Customer Success Manager with a passion for building customer relationships?

As a Client Success Manager you are dedicated to helping diff’s customers succeed. You will have great relationship building and customer service skills to understand our customers and partner with them to ensure their satisfaction with the services they receive, improve upon areas of dissatisfaction and mine for opportunities for deeper engagement. The purpose of this role is to establish and maintain relationships with clients and to help them achieve business success.

What you’ll do

Understand the customer outcomes by maintaining a cadence of communication about their adoption trends, sentiment, and mining opportunities for deeper engagement.
Know the company’s products inside and out.
Help our customers plan and understand the best ways to utilize our software / product based on their needs and business plans to grow our customer base, open renewal and expansion opportunities.
Ongoing collection and analysis of data and feedback to identify the best practices.
Create policies and procedures the entire staff can adhere to that optimize and standardize diff’s customer experience.
Be the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support.
Craft customer onboarding assets, adapt existing customer onboarding assets and work with product marketing to refine existing and create new onboarding assets.
Represent client's voice to provide input into every core decision, development or troubleshooting processes.
Report on critical KPIs to upper management.

What you’ll need

Experience in the ecommerce or retail industry.
Ideally 4+ years of experience in Management consulting, Customer success, Account management, Business development, or another client-facing role.
Excellent understanding of the ecommerce industry.
Proven track record of building and maintaining relationships, while working to mitigate churn and drive engagement and renewals.
Extremely well organized with an ability to handle large amounts of information from a variety of sources.
Ability to create structure in ambiguous situations and design effective processes.
Experience in working with complex, multi-divisional, multi-geographical customers.
Knowledge of/or willingness to learn, basic ecommerce technologies to confidently discuss technical projects.
Consistently meet and exceed quarterly and annual sales quotas.

Bonus Points for...

Passion for technology and learning new software.
Outgoing and self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
Strong sense of accountability and consistent track record of highly-professional customer service under pressure.
Strong experience with Customer Relationship Management (CRM) software, excellent knowledge of Hubspot a plus.
Ability to prioritize and work on multiple projects.
Comfortable with a changing, fast-paced, startup environment.
Excellent communicator who uses data to inform decision making.
Excellent planning & time-management skills.
Ready to take on new challenges.
Hobbies and a sense of humor !

Who we are

With diff, there’s no fluff. Founded by a retailer, diff understands retailers. Differs are committed to designing, engineering and delivering custom end-to-end solutions for retailers to help drive their business growth. As a full-service ecommerce agency and one of the world’s top Shopify Plus Partners, diff makes merchants’ lives easier by creating best-in-class Shopify stores with custom themes, integrations, apps and operational tools to propel their success.

Certified by Great Place to Work Canada for a company with more than 100 employees, diff is known for its inclusive values and a corporate culture that helps people reach their full potential. Our values? respect, collaboration, creativity, accountability and excellence. We are the most technical ecommerce agency in the Shopify ecosystem with 8 years of experience and a team of 100+ in-house ecommerce geeks servicing more than 250 clients across the globe, with 3 offices in Montreal, Toronto and New York.

To learn more about diff, please visit diffagency.com

Our tech stack

Google Suite
Google Analytics
Hubspot
Adobe Creative Suite
Jira
Confluence
Slack

Bells & whistles

There’s a lot to love about working at a place where we do things a little differently. For starters, we see our team members as people, not as employees, and we foster a culture that encourages everyone to be their best selves. From our benefits package to the opportunities we provide for personal growth, we give our fellow team members the chance to evolve in a workplace that’s healthy, supportive and fun.

Medical, dental & life insurance!
Discount on Public Transport
Cellphone/Gym allowance
MacBook Pro / Lenovo Thinkpad for business and personal use.
Ability to work from home on an as-needed basis, sometimes life gives you lemons
Monthly fun company events (movie nights, go-karting, escape games, laser quest, rock climbing, picnics, etc!)
No dress code, but please wear pants :)

This position is located in Toronto, ON, Canada. Our culture requires all members of the team to commute to the office as this is where you will be interacting with the other members of the team.

Please submit a copy of your CV along with a cover letter outlining why you are a good fit for us. We are excited about the possibility of meeting you!