Customer Success Manager Jobs

About Arolytics

Arolytics is a purpose-driven, innovative start-up with a mission to create a more sustainable energy industry. We help oil and gas producers become leaders in reducing methane by compiling and analyzing methane emissions data, designing smart methane management programs, and delivering strategic insights for reducing emissions at lower cost. Our Expert Services team provides unparalleled expert advice and custom solutions, and our software (AroViz and AroFEMP) are industry-leading solutions. Despite being a young company, Arolytics is widely recognized as a leader in oil and gas methane management and has an established client base.

By joining Arolytics, you’ll become part of an energetic, dynamic, fast-paced, and entrepreneurial team that is collectively driven to reduce the impacts of climate change by enabling lower-carbon energy production. We continually strive to provide a fun, educational, and supportive work environment with a never-ending focus on client success.

Arolytics offers competitive compensation packages, flexible working environments, and an emphasis on employee happiness and professional development. As an equal opportunity employer, we consider all applicants for employment.

Overview

Arolytics is looking for a Customer Success Manager to join our growing team. This role will be responsible for customer success and retention of enterprise users of our AroViz Software-as-a-Service (SaaS) product. The Customer Success Manager will ensure that AroViz users have an outstanding ongoing experience and gain as much value as possible from the software.

The ideal candidate is a highly organized leader who has demonstrated experience building long-term client relationships in B2B SaaS companies. Strong interpersonal skills and an ability to deeply understand customer problems is a requirement. Subject matter expertise in oil and gas methane management is considered an asset, as there is a focus on helping clients derive as much value as possible from our technical software platform. This role reports to the Head of Product.

Responsibilities

• Gather feedback from the client on user experience, bug reports, and disseminate information to Arolytics Product and Engineering teams as required.
• Build impactful client relationships.
• Work closely with the sales team to increase client value and decrease customer churn.
• Ensure clients are getting full value out of the AroViz platform, including regular check-ins with AroViz users as required. Work closely with the Arolytics Product team to communicate client problems and needs.
• Develop procedures and policies that increase client engagement and enhance overall client experience with AroViz.
• Train clients on AroViz, including Field App and new features. Ensure clients are up to date on new features.
• Engage Expert Services team members to perform analytical tasks, data uploads, as required.
• Ensure client success for a given number of SaaS enterprise clients.
• Be a point of contact for application support from the field or office.
• Assist clients through the user journey via onboarding, training, and deeply understanding client needs.
• Monitor client usage of AroViz and re-engage as required.
• Support customers during onboarding, including the transition from sales prospects, or Expert Services clients, to active users of AroViz.
• Track important client deadlines.

Qualifications and Requirements

• Demonstrated ability to form strong, long-lasting business relationships.
• Strong communication, interpersonal skills, and empathetic relationship builder.
• Great organizational skills and strong attention to detail.
• Experience in Customer Success for B2B SaaS is a strong asset.
• Experienced leader.
• Work well independently and driven to achieve key workplace metrics.
• Minimum 2 years working in a B2B SaaS environment.
• Natural problem solver.
• Experience working with upstream oil and gas methane emissions management is a strong asset.

Working Conditions

This will primarily be a remote position, with occasional in-person working sessions for employees based in Halifax and Calgary.

Job Types: Full-time, Permanent

Salary: $70,000.00-$90,000.00 per year

Benefits:

• Dental care
• Work from home
• Extended health care