Customer Success Manager - Renewals

Customer Success Manager - Renewals

Who we are:

Creyos (formerly Cambridge Brain Sciences) is a leading growth-stage B2B SaaS HealthTech company. Our proprietary brain health tools, including digital cognitive assessments and mental health questionnaires, are used by healthcare practitioners treating mental health conditions, brain injuries, aging, and other patient populations throughout the world, as well as by leading researchers. To learn more about our organization, please visit www.creyos.com.

You will be part of a team that includes not just your typical SaaS business functions (Sales, Marketing, Customer Success), but also engineers, psychologists, business leaders, and even a world-renowned neuroscientist. We are proud to say that you will be surrounded by some of the smartest, enthusiastic, hard working and dedicated people that you’ll ever meet (at least, that we’ve ever met!).

Who we are looking for:

At Creyos, we know that solving big challenges requires unrelenting resilience. We don’t give up in achieving our goals. People who succeed at Creyos have a sense of urgency, a strong work ethic, natural curiosity, strong internal drive, and enthusiasm about growing a company… as well as a sense of humor. If this all sounds good to you, we invite you to join us!

In this role, you are responsible for driving our renewal process as customers reach the end of their contract terms. As part of this process, you will be responsible for planning and conducting renewal discussions with the goal of increasing customer and revenue retention, while identifying at-risk accounts and determining an appropriate strategy.

What you will be doing:

• Reference Program: Foster positive client relationships with a goal to create referenceable clients. Identify advocates of Creyos and confirm references to help support existing and prospective clients.
• Strategy:
• Relationship Management: Foster positive client relationships in order to create a loyal client base.
• Manage documenting all renewal processes and sharing with team members as required.
• Take ownership of the assigned renewals pipeline and develop appropriate renewal strategies that proactively engage clients.
• Identify efficiency opportunities and build out new processes that deliver a superior renewal experience for our customers.
• Renewal Meetings: Conduct all annual renewal calls with a goal of driving revenue and ultimately increase Net Revenue Retention, year over year.
• Metrics & Reporting: Report on renewals pipeline to Management as required with the expectation of getting forecasts to 90%+ accuracy.
• Renewal Administration: Prepare all renewal letters, quotations, invoices, etc. including any upsell opportunities identified.
• Growth: Identify growth opportunities to generate additional revenue (multi year term, increase package, etc.)
• Targets: Meet or exceed renewal targets and log required customer information and outcomes in Salesforce.
• Create pricing proposals that drives net revenue retention and reduce churn.
• Process Improvement & Efficiencies:
• Cross-Functional Collaboration: Work closely with Sales, Marketing and Product teams to ensure customer feedback is communicated internally.

The skills and experience we are looking for:

• Interest in health tech industry
• Motivated, hard working, driven and results-oriented
• Demonstrated progressive experience with B2B software sales
• 2 + years in a related revenue generating role (sales or customer success experience)
• Strong negotiation, presentation and closing skills
• Undergraduate degree or college diploma, preferably in business
• Hard working with exceptional communication skills
• A self-starter with a keen interest to learn and be mentored

It would be great if you also have:

• Experience within healthcare or health tech industries

Some of the reasons people choose to join the Creyos team include:

• Get access to comprehensive benefits. We pride ourselves on offering benefits covering medical, dental, vision, mental health, wellness and more.
• Recharge during our annual company-wide break and extra holidays. In addition to vacation and quarterly Personal Days, every year we take a company-wide break in December to rest and recharge. We also give team members two additional holidays off per year: U.S. Independence Day and U.S. Thanksgiving, which we celebrate as Brain Holidays. We want you to feel motivated and energized at work!
• Grow through our career paths leading to more senior roles. We invest in the development of our team members, provide significant opportunities for growth and career advancement, and do everything we can to support one another to ensure individual and team success. In 2022, 40% of our team members were promoted at least once to more senior roles!

Additional information:

Please note that in accordance with company policy, any successful candidate will be required to demonstrate proof of full vaccination against COVID-19. This is a hybrid role with time spent in our downtown Toronto office.

Creyos is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, national origin, sex, sexual orientation, gender identity, and disability, or another legally protected status. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Creyos will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require accommodation, please notify our Talent Acquisition Manager directly and we will work with you to meet your needs.