Senior Customer Success Manager

About Us:

Messagepoint is a privately-owned, PE-funded software company headquartered in Toronto, Ontario. We enable large enterprises to deliver enhanced customer experiences and achieve a better bottom line by optimizing their omni-channel customer communications.

Our award-winning platform gives non-technical business users such as marketers, CX teams and product owners intelligent control over the content in customer communications to achieve unparalleled personalization, relevancy, brand consistency, and compliance. Only Messagepoint harnesses AI-powered Content Intelligence to automate and simplify the process of migrating, optimizing, authoring and managing business-critical on-demand, interactive and batch communications across all platforms and channels.

Founded in 1998 as Prinova, Messagepoint has grown from its beginnings as a top global Customer Communications Management (CCM) integrator, to become a leader in the space due to our unique ability to intelligently manage content.

Summary

We are looking for a dynamic, ambitious, and driven individual to join the Customer Success team at Messagepoint. As a Senior Customer Success Manager, you are “customer obsessed”; passionate about ensuring the success of our customers on the Messagepoint platform. You will work directly with our customers to understand their business and technical requirements, and work closely with the implementation/support teams to ensure success. You will also have a keen interest in practice building, as we expand our Customer Success practice.

Responsibilities:

Relationship Management:

• Conduct regular meetings and business reviews with customers to assess satisfaction levels, identify opportunities for improvement, and address any concerns or challenges.
• Build and maintain strong relationships with key stakeholders at enterprise-level customers, becoming a trusted advisor and advocate for their success.
• Understand the unique needs and objectives of each customer and collaborate with internal teams to ensure alignment between customer goals and Messagepoint's product roadmap and capabilities.

Adoption and Onboarding:

• Facilitate the successful onboarding of new customers, ensuring a smooth transition from implementation to adoption and utilization of Messagepoint's products and solutions.
• Develop and deliver tailored training programs and resources to enable customers to effectively use Messagepoint's products and features.
• Provide guidance and best practices to drive user adoption, engagement, and utilization, ensuring customers realize the full value of their investment.

Customer Growth and Expansion:

• Provide strategic guidance to customers on how to leverage Messagepoint's products and solutions to meet their evolving business needs and objectives.
• Identify opportunities for customer growth, expansion, and upselling within the existing customer base, collaborating with the Account Management and Sales teams to drive revenue growth.

Customer Health and Satisfaction:

• Track, monitor and report customer success metrics to analyze customer engagement, adoption, and overall success.
• Monitor customer health and satisfaction, proactively identifying and addressing any potential risks or challenges to ensure high levels of customer satisfaction and retention.
• Leverage customer feedback and insights to drive continuous improvement initiatives, influence product enhancements, and enhance the overall customer experience.

Cross-functional Collaboration:

• Collaborate closely with internal teams, including Product Management, Support, and Professional Services, to ensure seamless customer experiences and alignment across the organization.
• Act as a liaison between customers and internal teams, ensuring effective communication, issue resolution, and the timely delivery of solutions and services.
• Advocate for customer needs and requirements internally, providing valuable insights and feedback to influence product roadmap decisions and drive customer-centric solutions.

Practice Building:

• Assist with the roll-out and back-end administration of our Customer Success platform, leveraging the platform's functionalities to enhance Customer Success operations. Utilize the platform to proactively monitor customer health, track usage patterns, and identify potential churn risks. Collaborate with cross-functional teams to customize dashboards, reports, and alerts, ensuring accurate and real-time visibility into customer engagement and satisfaction levels.
• Assist with the creation and optimization of standardized processes, playbooks, and documentation for the Customer Success practice. Demonstrate consistency and efficiency in customer interactions, ensuring best practices are followed.
• Assist in expanding Messagepoint’s Customer Success practice, focusing on enhancing the customer journey through kick-offs, onboarding, adoption, and retention.

Qualifications:

• Experience working with enterprise-level customers and managing complex relationships across multiple stakeholders.
• Familiarity with SaaS-based solutions and a solid understanding of software implementation and customer lifecycle processes.
• Strong relationship-building and interpersonal skills, with the ability to establish trust, credibility, and rapport with executive-level stakeholders.
• Excellent communication skills, both written and verbal, with the ability to effectively convey complex concepts to both technical and non-technical audiences.
• Strong analytical and problem-solving skills, with the ability to analyze data, identify trends, and develop actionable strategies to drive customer success.
• Strategic mindset, with the ability to understand customer objectives, align them with product capabilities, and provide valuable insights and recommendations.
• Proven experience in customer success, account management, program management or a related customer-facing role, preferably within the software or technology industry.
• Ability to work independently, manage multiple priorities, and thrive in a fast-paced, dynamic environment.
• Bachelor of Arts/Bachelor of Science, or a related field. Equivalent practical experience will also be considered.

Messagepoint is an Equal Opportunity Employer and encourages diversity and inclusion in the workplace.

We thank you for your interest, however, only those who qualify for an interview will be contacted.