Mid Market Customer Success Manager

Canopy•South Jordan, UT

1d•Hybrid

About The Position

As a key member of the Customer Experience organization, your primary responsibility as a Mid Market Customer Success Manager will be to ensure our customers realize a tangible value from our software. Your outstanding performance, empathy, agility, and forward-thinking problem-solving in this role are critical to the future success of Canopy. You will report directly to the Head of Customer Experience. This is a hybrid position, M,W, F in office in South Jordan, UT. Applicants must be located in the US.

Requirements

2-3 years Customer Success experience
2+ years of SaaS industry experience
2+ years of experience working with Mid Market customers
Bachelor's degree
Start-up experience and self-starter, someone who craves accountability and ownership
Experience building, running, and reporting on regular QBR/EBR’s
Ability to identify and highlight customer ROI and business value
Strong ability to think at scale while balancing customer experience outcomes
Proven track record of achieving net retention goals and contributing significantly to the other team revenue and engagement metrics
Success in effectively decreasing churn, increasing revenue, and wowing your customers
Strong executive presence, can engage well with various client stakeholders

Nice To Haves

Experience working with clients in the Accounting space is preferred but not required

Responsibilities

Responsible for supporting the relationships with Canopy’s high value, strategic clients.
Help ensure customer satisfaction, support product adoption, and assist in demonstrating to our clients the value they are getting out of Canopy.
Aid in retaining and increasing the revenue from your customer portfolio.
Help the business owners identify, design, and implement the process changes that will make Canopy a seamless part of their business.
Manage a book of Strategic customers.
Oversee various projects occurring simultaneously across different departments to ensure that your customer portfolio is progressing towards their goals.
Help clients set performance goals and obsess over their success.
Analyze performance, troubleshoot client challenges and design creative solutions to obstacles.
Assist in managing the lifecycle of your customer portfolio, which will be a pipeline of high-intensity projects.
Look for new ways to work smarter, increase your effectiveness and delight our clients.
Metrics will be focused on growth and retention.
Maintain documentation/SOPs for customer account details.
Assist on reporting value of Canopy products in weekly syncs, monthly check-ins, and quarterly EBRs, as needed.
Tracking cases, bugs, and ongoing projects.
Confidence confronting daily changes and obstacles in order to succeed in this environment of mastering new things.
Come prepared each day to take initiative and have the motivation to complete tasks assigned by the team or discussed with your customer portfolio.

Benefits

Flexible Paid Time Off - that you’re actually encouraged to use plus 10 company holidays!
Health Benefits - including Medical, Dental, and Vision and an HSA Match.
401(k) - we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting.
Mental Health - all employees have access to Impact Suite & to our Employee Assistance Program (EAP).
Paid New Parent Leave & Birthing Parent Leave - so you’re able to care for your little ones.
Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage.
Nectar - our peer-to-peer recognition program to help our employees recognize the amazing work being done by other Canopians!
Company Events - including monthly company-wide meetings, summer parties, and more.
ERG Committees - drive initiatives around education, community outreach, recruiting, and onboarding, fostering an inclusive workplace and diverse employee engagement.
Fully-stocked kitchen - Keto? Vegan? Flexitarian? Mandalorian? We’ve got you covered.