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Senior Customer Success Manager

Link2Feed

Link2Feed

Customer Service, Sales & Business Development
Toronto, ON, Canada · Toronto, ON, Canada · Ontario, Canada
Posted on Friday, April 5, 2024
About Link2Feed

Link2Feed is a social impact, software as a service (SaaS) company that's focused on helping mission-driven organizations tackle poverty relief in their communities. As a Certified B Corporation, we measure our impact by more than just profits. Our customers have a vision for profound impact. From national nonprofits and state governments to volunteer run local church groups, Link2Feed's software is helping organizations of all shapes and sizes transform the way they serve their communities. Learn more at www.link2feed.com.

Summary:

In This Role, You Will:

  • Be responsible for customer satisfaction and NPS for a mixed caseload of medium direct customers and large enterprise accounts (total annual revenue of $2m+)
  • Manage new customer implementations, including system setup,configuration and training.
  • Mentor junior team members and provides feedback
  • Identify client needs to provide them with the feature/product functionality to meet their rollout goals and increase their social impact
  • Assess opportunities for process improvements across onboarding/implementation and ongoing relationship management. Document processes and improvements.

Qualifications:

  • 3+ years working in a SaaS company
  • 2-3 years as a customer success rep for large, SaaS enterprise accounts
  • 2-3 years of experience managing new software implementations with complex system configurations
  • Experience managing annual recurring revenue of $2m+, with net revenue retention of 105%
  • Mentorship or formal management experience for junior staff
  • Background in a metrics oriented customer experience team
  • Proficiency with ZenDesk or other support ticketing systems

Key Skills:

  • Mission-driven and passionate about helping human services organizations accelerate their mission with great technology;
  • Entrepreneurial mindset who can thrive working in a small, driven team and loves the feeling of wearing multiple hats to make a big impact;
  • Ability to see the opportunity to help customers in new ways, including introducing them to new products and features to grow the business;
  • Strong customer champion who believes that customers are the heart of every organization with the ability to be the voice of the customer.
  • Relationship management and analysis skills to measure and understand how happy customers drive business and social impact;
  • Strong process mindset and critical thinker who is excellent at thinking about how something should work and how to explain that thing to other people;
  • Personal ownership for business process and documentation.

Other Details:

  • Location: Remote
  • Benefits: 401k Matching, Medical, Dental and Vision healthcare coverage, Unlimited PTO, Paid Holidays, Volunteer Time Off, Parental Leave, and many more flexible benefit offerings.