Customer Success Manager

PurpleRain Technologies Inc. is seeking a Customer Success Manager to join their dynamic team. The role involves building customer relationships, managing inquiries, and ensuring customer satisfaction while proactively engaging with newly onboarded clients and collaborating with various teams to enhance the customer experience.

Responsibilities:

• Build and setup processes for customer success using industry best practises for SaaS
• You’re the face of our team as you’ll be building great customer relationships, and managing incoming calls and customer inquiries over email and instant messaging
• You’ll enjoy working with our customers to empathise and resolve technical, billing or general support queries with a smile
• You’ll proactively engage newly onboarded customers by ensuring that they’re making the most out of our features
• You are able to notice trends among customer issues and communicate those to the Engineering & Product team
• You can help us brainstorm and problem-solve ways we can improve our customer experience and implement those initiatives
• Taking ownership of accounts and managing their onboarding, success, retention, and renewal processes
• Consult regularly with clients to fully understand their needs and actively solve pain points
• Respond quickly to customer-submitted questions and requests
• Maintain portfolio and monitoring analytics, reports and KPIs
• Solicit references, referrals, and testimonials from customers
• Collaborate with product, marketing, and sales teams to communicate customer needs to design ideal offering/features
• Manage the customer renewal process and identify upsell opportunities

Requirements:

• You love multi-tasking
• You love knowing that each day is different and you never know exactly what's going to happen
• You are excited to find out what the next big thing is in the sales scene
• You love being in fast-paced environments where you are constantly learning
• You love helping people
• A proven track record of successfully building rapport and relationships with all levels
• Excellent writer and communicator
• Internet savvy with a strong interest in startups
• At least a year of experience in sales or customer success in a software company
• Strong knowledge of online software (SaaS) products and services, broadly defined
• Account management, project management and problem-solving skills
• Passion for building relationships with people
• High level of organization and a great attention to detail
• Strong presentation skills via phone, online and in person
• Ability to learn new concepts quickly
• Data driven with appreciation of organization and process
• Previous experience in customer success is a big bonus (even better if in a SaaS startup)
• Experience with Inside sales + account management is a plus!