Customer Success Manager

FacilityOS•North York, ON

24d•CA$80,000 - CA$100,000•Hybrid

About The Position

At FacilityOS, we are looking for flexible go-getters who welcome the challenge of meeting the needs of a growing business. We are building the Customer Success program to help drive FacilityOS's growth forward. We are looking for a rockstar Customer Success Manager who will manage, retain, and grow a book of customers. If you’re a builder, love working with customers and acting as the CEO of your book of business, this is the role for you! Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and create scalable processes. This is an outstanding opportunity where you will be playing a major role in the ongoing support and growth of our client base at FacilityOS. After consistently proving yourself as a top contributor to the customer success organization, you will have the opportunity to grow within FacilityOS. This role is a hybrid position where you'll be required to come into our office twice a week.

Requirements

2-5 years of experience in customer success
Experience in managing a customer lifecycle journey and understanding of how to work with usage data
Strong verbal and written communication, strategic planning, and project management skills
Exceptionally organized
Analytical and process-oriented mindset
Your work ethic is unmatched – anything you don’t know you’ll learn quickly through your growth mindset
You are a highly motivated, self-starter with a high degree of initiative, a can-do attitude, results and goal-driven mindset and the ability to achieve set goals
You pay attention to detail in all areas of work with strong problem identification and problem resolution skills

Nice To Haves

Experience working with a customer success platform (I.e. Catalyst, Gainsight, Totango)

Responsibilities

Account Management – You’ll utilize a customer-centric approach to proactively manage and nurture a portfolio of accounts
Analyze Data – You’ll regularly interpret complex data (i.e. product data, business data) to identify where to put your proactive focus within your account base
Drive Growth – You’ll be working across the customer journey to set our customers on the path to success in collaboration with the sales team
Mitigate Risk - Proactively identifying accounts at risk of churn and putting plans in place to mitigate the risk
Drive Product Usage - Partner with the product team to help customers adopt new features and use cases
Continuously Learn – You’ll be regularly learning about the product enhancements, CS best practices ad better ways we can enhance our customer experience / journey