Customer success manager
Diff
Toronto, ON
As a Client Success Manager you are dedicated to help 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.

We require passionate people that thrive to better themselves, augment their skill sets and transform their knowledge into value for our clients. Sharing knowledge is encouraged within our team, we are always learning and strive to take our craft to the next level and we want you to be a part of it!

What is required?
Experience in the e-commerce 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 organised with an ability to handle and digest 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 e-commerce technologies to confidently discuss technical projects
Consistently meet and exceed quarterly and annual sales quotas

What we want to see?
Passion for technology and learning new softwares
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 !

Responsibilities
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 their voice to provide input into every core decision, development or troubleshooting process
Report on critical KPIs to upper management

Our Toolbelt
Google Suite
Google Analytics
Hubspot
Adobe Creative Suite
Jira
Confluence
Slack

Bells & Whistles
Medical, dental & life insurance!
MacBook Pro for business and personal use.
Ability to work from home on an as-needed basis, sometimes life gives you lemons.
No dress code

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 and want to get to know you as soon as possible!