Customer Success Manager

TitanFile Inc.•Toronto, ON

25d•Hybrid

About The Position

TitanFile is an award-winning solution enabling secure, efficient exchange of confidential files. As the easiest, most secure file sharing service available, we’re transforming how businesses interact with their clients, pushing the boundaries of productivity, security, and compliance. Our mission is to set the standard for secure client communication and collaboration. At TitanFile, talented individuals thrive in an environment that removes barriers to innovation. We seek out innovative minds and offer them the freedom to make significant impacts.

Requirements

University degree (bachelor)
Minimum of 2 years in customer success, account management, or a related field in SaaS environments
Fluent in English
Self-starter with the ability to learn and ramp quickly, and highly determined to figure things out as you go
Execution-oriented with a passion to work in a fast-paced startup environment
A proven track record in managing customer accounts effectively
Excellent communication skills, with the ability to engage at all organizational levels
Strong organizational skills, with the ability to manage multiple accounts and balance competing priorities.
Passion for technology and a strong desire to actively contribute to a team.
Strong computer skills, including Microsoft Word, PowerPoint, Excel, and Salesforce
Excellent verbal and written communications skills to be able to interact effectively at all levels of an organization including with Office Managers, IT Directors, and C-level executives
Strong business acumen and polished and professional CS presentation skills

Responsibilities

Build and maintain relationships with key stakeholders within customer organizations to ensure their needs are met and they recognize the full value of TitanFile
Protect and maintain revenue by ensuring high levels of customer satisfaction
Proactively identify at-risk clients and devise strategies to mitigate churn
Collaborate on renewals and take charge of the renewal process for specific accounts.
Conduct regular CS check-ins with clients, digging deeper on needs and identifying new opportunities for engagement
Conduct Quarterly Business Reviews with key customer stakeholders and utilize TitanFile's adoption data to inform customers and enhance their understanding of the platform.
Keep customers informed on the product roadmap and exciting newly released features
Gather and relay customer feedback to the Product Management team to help shape future product enhancements
Creating opportunities for advocacy through video testimonials and case studies
Build custom CS presentations and demonstrations based on client needs, and present by phone, zoom, and/or in-person
Serve as the primary point of contact for aligning internal TitanFile teams and resources with key customer and prospect stakeholders
Track customer adoption metrics and renewal timelines