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Customer Success Manager, Mid-Market
Company | Klue |
Address | Toronto, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Transportation, Logistics, Supply Chain and Storage |
Expires | 2023-09-24 |
Posted at | 8 months ago |
👋 You found us. Awesome. Something led you here, maybe a glimpse of potential and something amazing? Well that’s how we feel about Klue.
- You are able to influence, persuade and inspire customers to change behaviour and to drive the customer's internal change management needs resulting in best in class adoption metrics and an elimination of the status quo tools and processes
- You develop content expertise for supported use cases and user personas referenced above
- You develop and maintain product expertise for all supported use cases and user personas including Product Marketing, Competitive Intelligence, Market Intelligence, Sales, Customer Success, Product Managers, Marketing and Executive audiences to act as your customers' trusted advisor.
- You own and turn around common at risk scenarios
- You are fluent in your understanding of key SaaS metrics and ones important to Klue: GRR, NRR, Net Retention, Churn, TTV and other team, industry and Board-level metrics for your Book of Business.
- Advocacy - customer referenceability, G2 reviews, NPS, case studies
- Platform adoption - user frequency, depth, breadth (% customers above the usage benchmark)
- Content quality - best practices (% customers with content quality scores above the ‘what good looks like’ benchmark)
- Expansion Pipeline - CSQLs (customer success qualified leads)
- Logo retention
- NRR (net revenue retention)
- GRR (gross revenue retention)
- Customer ROI (Klue’s proprietary measurement)
- You have a natural ability and desire to build strong internal and external relationships and trust
- You are tenacious and resilient to ensure your customers achieve outsized success
- You get energized by and look forward to high-touch customer engagements
- You want your customer to own the spotlight and are their biggest champion
- You aspire to become an expert in customer change management and software adoption tactics and strategies
- Direct access to our leadership team, including our CEO
- Be part of a high performing CS team who know how to celebrate their success!
- Opportunity to participate in our Employee Stock Option Plan
- Time off. Take what you need. We want the team to prioritize wellness and avoid burnout. Vacation usually falls into 3 categories: recharging, life-event, & keeping a work-life balance. Just ensure the required work gets done and clear it with your team in advance. You need to take at least two weeks off every year. The average Klue team member takes 2-4 weeks of PTO per year
- Extended health & dental benefits that kick in day 1
- Competitive base compensation
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