CUSTOMER SUCCESS MANAGER (100% Remote outside of Canada)

Customer Success Manager (100% Remote Outside of Canada)

Wishpond Technologies currently has the position of Customer Success Manager available, and we're excited to tell you about it!

As a Customer Success Manager, you will be the voice and advocate of the customer within Wishpond. You will ensure your customers are getting the most value out of their investment with Wishpond. In collaboration with the Project Management Team, you will lead all retention and expansion efforts for each client. The ideal candidate will be passionate about ensuring our customers derive value from their relationship with Wishpond, become passionate advocates for our brand, and feel comfortable engaging with clients to discuss the details of their experience as Wishpond customers.

Responsibilities :

• Own a book of business of small to medium customers and drive those customer relationships through a team-based approach throughout the entire customer lifecycle.
• Responsible for the comprehension and delivery of customers' marketing goals as it relates to Wishpond services, and ensuring that the goals and success criteria are aligned to the services we provide.
• Act as a liaison to Wishpond's Account Management Team on behalf of your customers.
• Lead all retention efforts, including renewals, mapping of risks, cancellation requests and others for each client.
• Assist customers with any escalated issues and questions pertaining to their service agreement, the Wishpond tools and any other topics on their relationship with Wishpond.
• Understand our customer satisfaction measures.
• Execute on our Customer Success engagement model, inclusive of account management, success planning, retention, and cross-sell / up-sell initiatives.
• Expand revenue in existing accounts by working to identify / develop upsell opportunities and increase the average customer lifetime value.
• Monitor and improve individual performance to ensure team members are providing an optimal customer experience and achieving internal goals.
• Collaborate with our Product team to improve the user experience.
• Help drive customer reviews and case studies.
• Other duties as assigned.

Qualifications :

Bonus skills :

Work Environment :

Great Reasons To Apply For This Role :

About Us :

To learn more about Wishpond Technologies, please visit our website or any of our social media platforms :

Application Process :