Customer Success Manager II

Customer Success Manager II

We are looking for a Customer Success Manager II to join our team in Toronto! As a Customer Success Manager you will be responsible for driving strategy and growth for the Achievers recognition and engagement platform while continuously driving value for our customers. You will play a key role with our customers by promoting product adoption, highlighting best practices and implementing recognition strategies. If you are passionate about customer success, have a knack for sales and a flare for technology you'll fit right in!

What you'll do:

• Provide expertise on the Achievers platform and highlight key features and functionality allowing the customer to execute their employee recognition strategies
• Establish measurable goals and KPIs for your customer accounts
• Track all implementation and post-implementation adoption activities
• Drive usage and adoption of the platform and communicate best practices by hosting virtual meetings
• Meet with your customers face-to-face to plan program rollouts and explore cross-functional use cases where Achievers can help meet needs
• Connect with your customers to update on outstanding queries, reports and campaigns
• Manage a revenue pipeline while up-selling and cross-selling within the existing programs
• Strategic about account growth, identifying long-term opportunities, and aligning customer success initiatives with broader sales and revenue goals
• Lead customer workshops and training around product updates & new features
• Provide regular status reports to stakeholders on progress against established goals and manage account escalations
• Understand your customers' requirements and their level of adoption of the Achievers platform to proactively assess risk in upcoming contract renewals
• Recognize your peers for being awesome!

What we're looking for:

• 5-8 years of account management experience at a software/SAAS company
• Strong business acumen and proven ability to influence decision makers in various sizes of organizations
• Strong sales acumen with preference for individuals who have completed formal sales training through a recognized program
• Proficiency with CRMs such as Salesforce or other force.com platforms
• Experience in preparing and delivering presentations targeted to a senior audience
• Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience
• Demonstrated analytical skills utilizing Excel and/or PowerPoint to arrange and display relevant information during customer business reviews
• Experience managing a sales pipeline and carrying a sales quota
• Strong customer-facing skills including expectation management, communication skills, information management
• Bachelor's Degree

Benefits & Perks for permanent full time employees:

• Competitive Pay
• Parental Leave Top-up
• Health Benefits and Life Insurance Coverage Upon Your First Day
• RRSP Matching
• Flexible Vacation
• Employee and Family Assistance Program
• Full access to the LinkedIn Learning Library
• Internal Mentorship Program
• Employee-Led Employee Resource Groups
• A beautiful office space located in Liberty Village, Toronto
• Participation in our Points-based Employee Recognition Program
• Opportunities for professional development and career growth

Our work environment:

Achievers is a hybrid-first company located at 99 Atlantic Ave in Liberty Village, Toronto. Our hybrid work experience is designed to cultivate an engaging employee experience, where pioneering research intersects with cutting-edge technology. We strongly believe that collocating teams increases the chance to innovate together, foster passive learning, create spontaneous connections, and promote better communication.

Achievers is committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any accommodations for your interview, such as assistive technology, wheelchair accessibility, or alternative formats of materials, please let us know. We are happy to make necessary arrangements to support your needs.