Customer Success Manager
Customer Success Manager
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Job Description
Schema App is a fast-paced profitable SaaS company headquartered in Guelph Ontario and proud of our Canada-wide team. We are a smart collaborative team on a mission to be a global leader in Enterprise Marketing Tech Innovation with a focus on content knowledge graphs. Schema App is proud to call SAP Wells Fargo and Henry Ford Health our customers. We are the leaders in a niche area of search engine optimization (SEO) called schema markup. Schema markup builds knowledge graphs that unlock AI and Search understanding of web content. Our comprehensive end-to-end solution empowers Enterprise Digital Marketing Teams to achieve organic search results content insights and increased AI efficiency. Our technology is essential with the evolution of AI Search (ChatGPT AI Overviews and Gemini).
Visit Schema App at or on LinkedIn.
We are looking to hire a Customer Success Manager to join our growing team. The Customer Success Manager (CSM) serves as the strategic partner and trusted advisor to customers ensuring they achieve measurable value and long-term success with our solutions. This role is accountable for driving retention renewal and expansion by deeply understanding customer goals fostering strong multi-threaded relationships and delivering proactive data-driven support. The CSM also collaborates cross-functionallyespecially with Product and Salesto represent the voice of the customer and fuel continuous improvement and innovation.
Functional Accountabilities
- Own Strategic Relationships with Key Stakeholders: Build and maintain trusted advisor relationships across multiple levels and departments within customer organizations in order to show value earn trust and partner to deliver on results. Proactively multi-thread (building relationships with multiple key stakeholders across different levels and functions) ensuring account alignment and mitigating risk; driving both retention and expansion.
- Drive Retention & Customer Health: Monitor customer health product adoption and CSAT metrics. Lead proactive outreach and engagement strategies to reduce churn risk and support long-term customer value realization.
- Lead Expansion & Renewal Opportunities: Identify and pursue revenue growth opportunities through increased usage upsells and cross-sells. Own and lead renewal strategies timelines and conversations ensuring timely execution uplift revenue generation and alignment with company goals. Collaborate closely with internal teams to position value and execute account growth and retention strategies.
- Act as an Industry & Product Expert: Maintain deep knowledge of the companys offerings and the customers industry. Provide insights strategic recommendations and best practices to drive innovation and value for the customer.
- Voice of Customer: Partner with internal teams (e.g. Product Support Sales and Marketing) to advocate for customer needs resolve issues efficiently and ensure delivery of exceptional customer experiences.
Key Competencies
- Stakeholder Management: Proven ability to build rapport influence across organizational levels and manage executive expectations while multi-threading (building relationships with multiple key stakeholders across different levels and functions) effectively to reduce account risk. Ability to map customer goals to product solutions think long-term with annual roadmap building and anticipate customer needs.
- Customer-Centric Mindset: Passion for helping customers achieve success and deliver measurable outcomes through tailored strategies and ongoing value delivery.
- Commercial Acumen: Comfortable navigating contract terms renewal timelines and financial implications to support revenue protection and growth.
- Communication & Presentation Skills: Strong verbal and written communicator with the ability to clearly present strategies progress and insights to both technical and non-technical stakeholders.
- Project & Time Management Data-Driven: Capable of managing multiple customers timelines and priorities simultaneously with strong follow-through. Skilled in using data to monitor customer health drive engagement strategies and make informed decisions.
- Lifelong Learner:Strong and active interest in personal learning and personal/professional growth - which serves as a measure for the pursuit of growth in self-awareness wisdom knowledge and insight. Understands the customers industry landscape emerging trends and how the product can be leveraged to solve evolving challenges.
- Technical Proficiency:Ability to learn and communicate complex technical tools and structure while troubleshooting customer issues. Be an expert in Schema App Tools and processes and use them on behalf of customers to create and manage semantic schema markup resulting in a connected content knowledge graph.
Customer Success Manager Metrics
- Customer Satisfaction Score: Measures how satisfied customers are with a specific interaction milestone or service.
- Stakeholder Coverage: Tracks the number of active relationships per account across different roles and levels to avoid single points of failure.
- Upsell / Expansion Revenue: Measures the amount of revenue generated from existing accounts through additional product usage or new features.
- Renewal Rate: Tracks success in securing contract renewals before or by expiry dates.
- Churn Rate: Tracks how many customers or how much revenue is lost during a given period.
Core Values
- Growth Mindset: We are adaptable nimble and resilient. We are always learning.
- Resourceful: We are resourceful take action on opportunities and dont give up.
- One Team: We are collaborative we win and learn together.
- We are Humble: We know what we are good at as people and as a company. We share what we know admit what we dont and seek clarity through curious questions.
Life @ Schema App
- Culture focused on your growth: Weekly 1:1 with conversations around Professional Development
- Great benefits for health & wellness and your coverage starts as soon as you do.
- RRSP matching!
- Flex days to re-energize on top of vacation days and you dont work on your birthday.
- You choose where you work - home or headquarters in Guelph. The sales team comes into the office 1-2 times per week.
- The Culture Club keeps our virtual team connected through fun and innovative events.
- Diverse smart team! The more inclusive we are the better our work will be.
Schema Apps purpose is to build meaningful connections with each other our customers and the data so that we are all understood. We are a team of smart people helping each other solve hard problems.
Required Experience:
Manager
Employment Type
Full-Time
