2 Customer Success jobs

We’re a startup based out of Kitchener-Waterloo, Canada building a smart, curious, and driven team that’s passionate about making software that helps sales reps sell better. Prospect is a lead generation platform that intelligently sources contact data right inside of your web browser in real-time. The best sales teams from the top tech companies in the world use Prospect to crush their sales targets. MORE ABOUT US We are currently a team of 10 people -- you will be #11 🙂.  We are profitable and self-funded (no VCs or investors). We did this because we want to do what’s best for our team and customers. We have sane working hours (~8 hours/day), don’t work weekends, and take ample time off. WHAT YOU WILL WORK ON You will be working very closely with our CEO, Customer Support, and Sales to increase customer happiness and retention.  There is a lot that comes with the role and someone who is really good at juggling multiple things, building genuine relationships, and is a quick learner will thrive.  Here is what a typical month will look like for you: Renewals: Meet with sales managers to retain customers Expansion: Figure out creative ways to expand usage into a customer’s organization Churn Prevention: Monitor at-risk accounts and proactively prevent churn Reactivation: Put in-place systems to reactivate inactive customers Check-ins: Do regular check-ins with our top customers QBRs: Make personalized success plans and strategies for customers Onboardings: Onboard users in new and existing accounts We want you to regularly take on new challenges so you can grow and take ownership in as many parts of the business as possible. ABOUT YOU You enjoy helping customers. You care about what’s best for the customer and will go out of our way to craft a solution that serves the customer’s best interest. You are organized and proactively stay on top of things. You realize that to perform best in this role, you will need to plan months in advance on how to expand and retain existing accounts. You are able to turn chaos into order. Whether it’s our internal billing process or contract renewal process, you’re OK with working with a lack of process and seeing that as an opportunity to put processes in place. You naturally create relationships. You realize that the best wins come through long-term relationships and work hard to build lasting relationships that extend beyond quarterly and annual reviews. You are a self-learner and enjoy learning new things. Whether it is a new tool or sales methodology, you’re always looking to improve by learning new things and implementing them. You enjoy working independently. You like taking ownership of problems and solving them regardless of how small or large they may be. MUST HAVES 2+ years of Account Management or Customer Success experience Deep understanding of SaaS business models and sales cycles Excellent communication skills, both verbal and written We don’t require a degree but you should have demonstrated the ability to learn new things quickly BONUS NICE-TO-HAVES Past remote work experience  Worked at a tech startup or a small company before Experience working with Salesforce, Mixpanel, and SQL COMPENSATION AND PERKS Salary: $70,000 - $90,000/year Canadian Dollars Work fully remotely, from our office in Kitchener-Waterloo, or a blend of both Four weeks paid time off Travel spending allowance (money to spend during your vacation) Catered lunches every day and snacks at the office 

SoftBank Robotics, the global leader in workforce automation, is seeking a  Customer Success Manager  to join a fast-growing team that is focused on shaping the future with artificial intelligence and robotics. The ideal candidate understands that automation is the next big technological shift -- comparable to the introduction of the smartphone -- and wants to be a part of the movement, helping clients successfully transform their businesses processes and teams. This is a highly cross-functional role, working with our Marketing, Product, Sales, and Fleet teams to ensure the highest levels of customer satisfaction and adoption. In this position, you will work with customers to co-create the KPIs that show the success of automation initiatives. You will become a robotics expert, helping clients chart new paths to increase their efficiency and productivity. Working with internal teams, you will provide learnings from your experiences to help SoftBank Robotics develop the best practices that will redefine the facilities management and cleaning industry. To succeed in this role you must be a fast learner, an expert communicator, and comfortable with ambiguity -- understanding that no two clients are exactly the same. Responsibilities include: Be the main point of contact for key customers post-deal, representing the SoftBank Robotics team and brand Act as an authority for clients while driving business process change; providing templates, expertise, and handholding to clients to ensure their success Work cross-functionally to triage customer issues, with the ability to prioritize internal resource requests based on an understanding of larger business needs Partner with Sales and Fleet teams to ensure successful on-boarding; partner with Marketing to create customer content and materials to scale the program as we grow Work efficiently and effectively with Logistics to ensure that clients receive repairs/new parts in a timely manner Help grow client accounts working with Sales and Product to represent customer needs as we progress our roadmap and strategy Work on-site with clients as needed to educate them in robotics best practices and help capture user feedback Become an expert in AI, Robotics, and our customers; meet success goals and help drive creation of case studies, ROI stories, and more Requirements: 3-5 years of client facing experience in either a customer success or account management role Startup experience; or experience in an environment where you wore “a lot of hats” Experience building successful client programs for a new product from the ground-up Demonstrable curiosity, and a penchant for problem solving Well organized, go-getter mentality, and able to dynamically self-assess Excellent communication skills Big picture thinking, and an ability to balance customer and internal business priorities Ability to create and drive process for personal workflows, knowledge transfer, and client management Ability and willingness to learn: Robotics, AI, industry verticals, new business models Ability to travel 25% of the time. Bachelor’s degree