Senior Customer Success Executive

RouteThis is a funded start-up in Waterloo region whose time has come to level up. The Smart home and Internet services industries are exploding and we’re on a mission to disrupt and revolutionize this $15 billion dollar industry with leading edge mobile diagnostic solutions. If you’ve had to call into tech support for help with WIFI issues, and been frustrated by long call queues, unhelpful agents or unresolved issues, you know the pain that RouteThis addresses.

Our Customer Success team is growing and we are looking for a Senior Customer Success Executive to help manage our V-I-P's. You will be provided with significant accountability and opportunity to establish productive and trusted relationships, acting as the chief advocate for your customers to help them realize business value from their investment and partnership with RouteThis.

Fitting best with our culture is an experienced someone who is driven to make magic happen, thrives under pressure, and is passionate about working and winning as a team. We care deeply about both our solution and resolving customer pain points and are looking for people who share these values and are ready to execute against them.

In this role you will:

• Align closely with the account team (Sales, Implementation, Support, etc..) on clear concise customer success plans focusing on driving adoption, renewal and upsell opportunities
• Develop programs to ensure customers are using existing features to their full capacity and are aware of new developments
• Work cross functionally with our customers (Front line thorough to Sr. Leadership)
• Build strong strategic relationships with customers, developing RouteThis advocates and champions
• Be responsible for overall customer health and ensuring they have a positive experience with their investment in RouteThis
• Manage customer expectations and escalations
• Ensure customers gain the full value of the RouteThis platform in line with customer-driven ROI
• Demonstrate expertise, leadership, and strategic guidance assisting customers through critical product milestones
• Provide overall value and relationship management as the main point of contact for large enterprise customers and key accounts through their lifecycle

You bring to the table:

• Been there, done that when it comes to working in customer-facing or account management roles for $500,000+ annual contracts
• Previous experience in a B2B or B2B2C SaaS environment
• Experience managing relationships across all levels of enterprise organizations
• Driven, resourceful, flexible and adaptable
• Drive customer loyalty by managing to positive results and mitigating overall risk
• Passion for providing amazing, end to end customer experiences

Do you feel like you’re able to tackle this role? Show us what you got! We absolutely don’t expect applicants to check off every box for any of our positions and welcome you to apply if you feel like you are an excellent fit.

Who we are:

RouteThis is a fast-growing tech company that is changing the way Service Providers and Smart Home companies handle technical support around the world. Instead of dealing with frustrating, long support calls where agents are unable to accurately identify issues, the RouteThis platform gives technical support teams the answers they need to immediately identify and resolve customers’ issues -- or help customer to solve it themselves before even needing to call.

We are headquartered in Kitchener, Ontario, Canada and our customers are all over the globe. If you want to work on the next generation of network diagnostics that provides a disruptive new approach for tech support teams, you should be working at RouteThis!

Why RouteThis?

Growth: As a rapidly growing company, we’re constantly facing new challenges and prefer to promote from within. By working with us, you can jumpstart and shape your career.

Team: At RouteThis you’ll be working on a highly motivated team full of the best talent you can find. We’re carefully selective on who we hire as we’re a close team.

Fun: Monthly team social events, and weekly team lunches and happy hours are all part of our culture. We never forget that work should also be fun.

Perks & Benefits: We offer competitive salaries and a comprehensive benefits package.

Location: Located in the Waterloo-region in downtown Kitchener, we offer flexible work arrangements including hybrid and virtual options.

Please note: We thank all applicants for your interest in RouteThis. Only those applicants selected for an interview will be contacted. Agency calls will not be accepted. RouteThis is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. Please let us know if you require an accommodation due to a disability and we will work with you to address your needs.