Customer Success Manager
Customer Success Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
About Welbi
At Welbi were improving the quality of life of older adults like our parents and grandparents. We do this by transforming the way frontline workers in senior living communities provide care to them every day.
To learn more about us how we started the problems we solve and how we are helping seniors live more fulfilled lives watch the Welbi story below:
VIDEO:Welbi Story
Were backed by some of the biggest names in the senior living industry and we are building a team of curious customerobsessed collaborative high performers who take pride in the fact that our work improves the quality of life of millions of seniors across North America. If that sounds like it might be a good fit for you please keep reading.
About the role
We are currently looking for aCustomer Success Manager who is passionate about building strong relationships with clients and ensuring their success. In this role you will guide our customers through every stage of their journey from onboarding to ongoing support ensuring they get the most value from Welbi. To thrive in this position you must have a customercentric mindset excellent communication skills and the ability to balance customer needs with business goals. You will also play a key role in driving product adoption identifying growth opportunities and ensuring customer satisfaction.
What you will be working on:
- Provide WorldClass Support:Respond to and investigate customer support inquiries promptly ensuring our customers feel heard and valued.
- Oversee Onboarding:Guide customers through onboarding from kickoff to technical platform setup EHR integration and platform customization. Lead training sessions and conduct checkins to ensure a smooth experience.
- Customer Success & Expansion:Own the product adoption success and expansion of your customers ensuring they achieve their desired outcomes and value.
- Host Customer Webinars:Lead educational webinars to help customers get the most out of the platform and stay engaged with new features.
- Drive Upsells & Referrals:Partner with customers to identify opportunities for growth whether through upsells or referrals.
- Mass Email Communications:Create customer newsletters feature release emails and other mass communications to keep customers informed and engaged.
- Voice of the Customer:Gather and share customer feedback with internal teams ensuring the voice of the customer is always considered in internal decisionmaking.
- CRM Maintenance:Keep accurate and uptodate records of customer interactions and progress in our CRM.
- Data Analysis:Analyze customer survey results (e.g. CSAT CES NPS) and product utilization data to develop strategies for improving satisfaction and success.
- Internal Process Improvement:Partner with Welbis Director of Customer Success on internal process development and improvements to shape and refine our customer success strategies.
Helping you grow & succeed
At Welbi we truly believe in empowering each member of our team to help them grow both professionally and personally. This means that you will:
- Make a Difference:Your work matters. Youll be free from bureaucracy and unnecessary paperwork to focus on impacting as many seniors lives as possible.
- Grow & Learn:Youll have the opportunity for endless career growth. To set you up for success youll have access to internal and external resources mentorship and workshops.
- Be Heard & Have A Say:You will have space to voice your ideas and opinions to make changes. We are all part of the Welbi decisionmaking process.
- Meet Friends for Life:Being on such a small team were closeknit. We genuinely care about each other and celebrate our successes together.
What we offer
- Competitive salary based on extensive external benchmarking.
- Two 2 Weeks of vacation used anytime.
- Five 5)days for personal use including sickness wellness and family needs.
- Five 5 daysof office closure during the holiday season.
- Health benefits from Day 1 so you dont need to wait to go to your dentist appointment.
- Remotefirst hybrid environment; we have team members spread across Canada and an office in Ottawa when you need it.
- Flexible working stylethat focuses on productivity and results not the amount of time youre online. If you communicate attend your meetings and perform your job we dont care where it happens.
- Employee ownership; As an earlystage startup we know how critical every single hire we make is at this stage. After 4 months of employment our Board of Directors grants every single employee Options in Welbi.
- Mentorship & professional developmentto help you stay a subject matter expert in your field via guidance from industry leaders as well as comprehensive external programs and peer groups with incubators likeInvest OttawaandMaRS.
- Autonomy & impactis prevalent at all levels of Welbi. There are no cogs in our wheels everyone is included in discussions that impact their role and has the opportunity to speak their minds.
- A culture beyond words on a wallwith an emphasis on bringing the team together every single month for companywide social events & lunches team socials quarterly cultural awards and a constant emphasis on growth & development.
What you bring
- Previous experience as a Customer Success Manager or in a similar role preferably in SaaS or a technology startup.
- Proven track record of managing customer onboarding success and support in English
- Passionate about customer satisfaction and retention and are driven to achieve 0 churn.
- Datadriven mindset and experience using metrics (e.g. NPS CSAT) to assess and improve customer health.
- Strong attention to detail and exceptional organizational and project management skills with the ability to balance competing priorities and meet multiple deadlines. At the top of your cover letter tell us your favourite animal.
- Phenomenal interpersonal skills a great communicator who is empathetic and can articulate technical content in a consumable way to our users
- Curious thoughtful and solutionoriented; you are a skilled problemsolver and always driven to understand what is important to the customer
- An ability to roll your sleeves up and build the foundation while also bringing strategic insights and frameworks a get sh*t done attitude
- A selfstarter who will own their tasks work independently and thrive in a collaborative fastpaced environment.
- Exceptional written & verbal English communication skills.
A plus if you also have the following but you dont need to have them:
- Experience working directly with product development teams
- Experience in the senior living industry
Like what you read but not sure if you check ALL of our boxes We still encourage you to apply.Research showsthat femaleidentifying candidates screen themselves out of consideration and apply to 20 fewer jobs than those who are maleidentifying. As an inclusive employer whose team is composed of over 50 femaleidentifying employees we value applicants with diverse backgrounds journeys and profiles. If you feel like youd be a good fit please send us your resume.
Required Experience:
Manager
Employment Type
Full-Time
