Customer Success Manager

Points North is looking for an experienced and resultsdriven Customer Success Manager (CSM) to help build our customer success function. In this role you will manage a portfolio of 50100 existing Ideal Customer Profile (ICP) midmarket clients focusing on driving retention expanding client relationships and maximizing customer value. As a key partner to our clients you will proactively identify opportunities to crosssell and upsell additional products or services within the client base ensuring longterm partnerships and business growth. This is an exciting opportunity to make a direct impact in shaping our customer success strategy from the ground up.

What Youll Be Doing

Client Retention:

• Build and maintain strong longlasting relationships with assigned ICP clients to ensure their satisfaction and continued use of our products/services

• Proactively manage churn by addressing customer issues resolving concerns and ensuring timely solutions

• Conduct regular checkins with clients to assess satisfaction identify potential risks and foster loyalty

• Monitor customer health scores and work to reduce churn by addressing any potential risks early

CrossSelling & Upselling:

• Leverage a deep understanding of the clients business goals and needs to identify opportunities for crossselling and upselling additional products reports or services

• Work closely with the sales team to develop strategies for growing existing accounts and increasing customer lifetime value

• Present tailored recommendations to clients on how they can benefit from upgrading or expanding their product/service usage

• Track and report on the success of crosssell and upsell initiatives aiming to meet or exceed revenue targets

Account Management:

• Serve as the primary point of contact for assigned clients handling inquiries guiding them through product usage and managing expectations

• Understand and document clientspecific business goals ensuring our offerings align with their objectives

• Create and execute account plans with a clear focus on retention expansion and customer success metrics

• Proactively schedule and host formal monthly/quarterly/biannual business reviews with assigned customer base

Collaboration:

• Work closely with internal teams (Sales Marketing Implementation Product Support) to ensure a seamless customer experience and to drive success across the client lifecycle

• Share customer feedback with the product and engineering teams to help inform future product development

• Engage in teamwide collaboration and knowledge sharing to improve the overall customer experience

Reporting & Analysis:

• Regularly report on key customer success metrics including retention rates expansion opportunities and account health

• Use datadriven insights to make recommendations for improving customer satisfaction and business outcomes

• Track client performance against goals and identify opportunities for optimization

What We Are Looking For

• Proven track record of successfully managing customer relationships driving retention and revenue growth

• A customercentric mindset with a passion for delivering outstanding service

• Strong experience with crossselling and upselling in a SaaS environment in a clientfacing role

• Excellent communication interpersonal and relationship building skills

• Ability to manage multiple accounts simultaneously prioritize tasks and meet deadlines

• Motivated selfstarter who is comfortable with ambiguity and a solutionsoriented problem solver

Qualifications

• Bachelors degree in Entrepreneurship Marketing Business or similar field or equivalent and relevant working experience

• 5 years experience in Customer Success Account Management Business Development or Sales

• 2 years experience working in a B2B SaaS environment maintaining or growing books with recurring revenue targets

• 1 years experience in the payroll systems or solutions industry

• 1 years experience utilizing a CRM system required; experience with Hubspot highly preferred

• Experience working within highly regulated industries and/or construction industry preferred

At Points North we believe that taking care of our team is the foundation of our success. Thats why weve created a benefits package designed to support you both personally and professionally:

• Health Insurance: Comprehensive medical dental and vision plans are available to keep you and your family healthy.

• Retirement Savings: Invest in your future with employermatching contributions to a SIMPLE Traditional and/or ROTH IRA plan.

• Time Off: Generous PTO paid holidays and Volunteer Time Off (VTO) are offered so that you can take time to recharge and give back to what matters to you.

• Growth Opportunities: Professional development is encouraged whether it be in training certifications or other opportunities to boost your career.

• Flexibility: Depending on the role remote or hybrid arrangements may be made available to fit your lifestyle and business needs.
  

For this position the base salary range is $70000$75000 per year plus additional commissionbased compensation. Final compensation determinations will reflect your unique experience skills and the responsibilities of the role.

At Points North youll find an energizing ambitious and supportive workplace where your contributions make a real impact. Ready to join our team Apply today to take the next step in your career!