Manager, Client Success

Role Overview

• Drive renewals, expansion and adoption of Boldr’s services in your Client book of business
• Assist existing Clients with the onboarding process, ensuring alignment to CX and Business goals
• Maintain Client health and introduce new, valuable insights and strategies to improve their CX
• Increase customer retention and incremental revenue across assigned Clients
• Educate champions and executives on the value of Boldr, helping uncover use cases to protect and grow revenues
• Generate trust and credibility at multiple levels and throughout the Client’s organization
• Identify and build new relationships with executive decision makers in your assigned Clients
• Leverage our Client and industry communities to effectively engage and manage customers
• Maintain accurate and detailed notes of customer activities in HubSpot
• Work collaboratively with other teams across Sales, Customer Experience, and Strategy to deliver an exceptional customer experience and foster a strong sense of community and information sharing
• Function as a Client advocate and provide internal feedback on how we can better serve our Clients
• Collaborate with leadership to improve our Client’s journey

Requirements

• Curious and authentic, just like us! #beboldr
• Ability to work independently, while also contributing as part of a team
• Ability to understand Client’s business needs and how those connect back to product value
• Exceptional organizational skills and attention to detail, with the ability to successfully multi-task
• Able to create, manage, and update lead, contact, and opportunity information with ease
• Scrappy mentality, we wear many hats and are willing to get our hands dirty
• Adaptable nature, willingness, and ability to shift strategies on a dime to meet the needs of our Clients
• Well versed in value based solution selling
• Inspired by working in a constantly changing and evolving work environment where growth is non-stop
• Savvy with HubSpot, Google Slides and Google Sheets preferable
• Residence in, and legal authorization to work in, a Five Eyes country (Australia, Canada, New Zealand, the United Kingdom, or the United States). Toronto, Ontario is strongly preferred
• Minimum 3 years in customer experience (service &/or support) industry
• Minimum 3 years experience in a quota bearing, customer facing role (sales, customer success or account manager)
• Consistent and proven delivery of attaining quota targets and expert pipeline management
• Familiarity with common support tools and platforms, such as CRM systems, ticketing systems
• Proven ability to educate, build and maintain relationships with executive decision-makers
• Proven track record of expansion and product adoption within your book of business
• Excellent creative and critical thinking skills—we have to be preemptive
• Strong communication and presentation skills—much of our day-to-day is spent thinking of and presenting solutions to Clients
• Proven ability to manage multiple complex Client journeys at once
• Technical curiosity or experience, we’re a strategic advisor for technically savvy teams
• Powerful communication and interpersonal skills. Highly articulate via phone, email and in person is a differentiator, along with a positive engaged approach to working collaboratively with internal colleagues and external partners