Customer Success Manager

Checkfront - Victoria, BC (28 days ago)

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We’re Checkfront, a popular cloud-based booking and e-commerce application with thousands of customers in over 135 countries! We’re a diverse company with an ambitious team full of smart, creative, passionate people who are committed to being the best online booking app on the market. We are looking for a relationship builder to join our team as a Customer Success Manager - if you have an interest in technology and proven customer service skills, we want to hear from you!

Our Customer Success Managers ensure that we’re building meaningful relationships with our key customers, helping them find long-term value with our solution and services.

Checkfront has over 70 employees across Canada but we love to call Victoria, BC our home. We offer a beautiful office space downtown, opportunities for professional development, and a competitive Employee Share Option Program.

We look for people who...

Do the right thing, lead by their personal integrity

Are truly customer-centric

Get the job done, and aren’t afraid to learn on the way

Can adapt and be flexible in their thinking and processes

Are accountable to their team and our customers

Step outside their job descriptions to offer their skills and support

Our Customer Success Managers...

Develop and maintain strong relationships with stakeholders within assigned strategic accounts

Work closely with our Sales team and Launch Specialists during account handoff and launch process

Develop a strong understanding of clients’ businesses and how you can provide value to help them grow

Have a solid understanding of assigned account configurations to provide support, best practices, and promote optimized user adoption

Track, forecast, and close annual renewal contracts and account expansion opportunities

Track and analyze trends from customer questions, comments, concerns - prepare feedback for Product and Development teams

Proactively monitor account health on an ongoing basis

Collaborate with our Marketing team to acquire customer case studies and testimonials

Create and maintain process documentation / communication infrastructure

Other related duties as assigned by Director

To succeed in this role you’ll bring…

Strong business acumen, from your academic or professional experience

An interest in technology and SaaS products

Advanced technical troubleshooting and problem-solving skills

Positive customer-focused attitude

Bonus points for…

Experience using tools such as Zendesk, JIRA, Google Apps, Salesforce

Proficiency in CMS integrations such as Wordpress, Joomla, and Squarespace

Understanding of HTML, CSS, and exposure to programming languages

Familiarity with the travel/tours/activities/accommodations industry

Experience in a sales or business development role

Fluency in other languages

Don’t meet all of our requirements exactly, or have some gaps in your resume? We’d still love to hear from you! Use your cover letter to tell us about your unique experience - we understand that talent comes from many places and that skills are transferable.