Mid Market Customer Success Manager
Mid Market 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
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Mid Market Customer Success Manager
Canopy Canopy HQ
About Us
Canopy is a fastgrowing SaaS company in Draper Utah building simple efficient software for accounting firms. We are looking to revolutionize the accounting space with modern userfriendly software for a neglected industry.
Our goal is to help our clients unlock the firm theyve always wanted with our Practice Management Suite. We place strong emphasis on delighting our customers spotting and solving problems and being good people along the way.
Click here to see why our clients love Canopy.
Interested in learning more about Canopy & the industry Check out our blog here where you can find great information on our product features industry news practice management and more!
The Opportunity
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 forwardthinking problemsolving 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 MW F in office in South Jordan UT. Applicants must be located in the US.
What Youll Do:
- Responsible for supporting the relationships with Canopys 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 highintensity 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 checkins 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
What Were Looking For:
- 23 years Customer Success experience
- 2 years of SaaS industry experience
- 2 years experience working with Mid Market customers
- Bachelors degree
- Startup experience and selfstarter someone who craves accountability and ownership
- Experience building running and reporting on regular QBR/EBRs
- 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
- Experience working with clients in the Accounting space is preferred but not required
Why You Want to Work Here:
Flexible Paid Time Off that youre 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 youre able to care for your little ones.
Supplemental Benefits including 100% company paid Basic Life & AD&D insurance and long & shortterm disability coverage.
Nectar our peertopeer recognition program to help our employees recognize the amazing work being done by other Canopians!
Company Events including monthly companywide meetings summer parties and more.
ERG Committees drive initiatives around education community outreach recruiting and onboarding fostering an inclusive workplace and diverse employee engagement.
Fullystocked kitchen Keto Vegan Flexitarian Mandalorian Weve got you covered.
Our Values:
We approach our work every day with a few things in mind:
Own we own this place! We focus on outcomes holding ourselves & each other accountable.
Win we win by delighting our customers with the very best products and services.
Do Good we work hard to be good people!
Embrace Curiosity & Candor we approach everything with curiosity & we understand that candor is kindness and give the gift of feedback.
To learn more about us & our values click here.
Interviewing @ Canopy:
We know application processes can be a little stressful. Heres are the stages of a typical interview process:
- Once your application is received we will review it and get back to you if we feel like its a mutual fit!
- 20 minute phone call with the People Team
- 4560 minute video or inperson interview with the Hiring Manager
- 13 rounds of interviews depending on the role
- Final Interview
Interview processes can vary depending on the role. The People Team will give you a role specific overview of the process during your first phone call.
Remember: This is your interview too! We know candidates are evaluating us just as much as we are them. We encourage you to bring questions to each of your interviewsour hiring teams will always make sure to save time for questions at the end!
Canopy is an equal opportunity employer. Canopy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion gender national origin sexual orientation gender identity or expression age disability genetic information marital status or veteran status.
Required Experience:
Manager
Employment Type
Full-Time
