Customer Success Manager

Sales · Kitchener, Ontario
Department Sales
Employment Type Full-Time

Customer Success Manager

Kitchener - Remote

Who We Are:

At Encircle, we’re leading the $2 trillion property and casualty insurance industry out of the dark ages of pen and paper processes with solutions our customers actually love. Our easy-to-use software platform enables thousands of restoration contractors and insurance professionals around the world to process claims faster. We’re a remote-first company with our head office located in the heart of downtown Kitchener and our 60+ person startup has huge goals as we scale!

What The Role Is:

If you’re passionate about providing exceptional customer experiences, building long-lasting relationships, and helping people be successful - this role is for you. As a Customer Success Manager (CSM), you'll be a strategic partner with revenue leadership and contribute to the opportunity potential and scale of the already successful customer team. Our CSM team is growing, and you’ll play a key role in making sure our customers succeed and leverage Encircle into their daily lives. 

What you will be doing:

  • Be a trusted and knowledgeable advisor for customers to uncover business objectives and challenges, and strategically map those to Encircle value proposition
  • Own and manage customer relationships from onboarding to creating customer advocacy 
  • Responsible for driving the growth (revenue and usage) of your assigned portfolio, securing retention, proactively mitigating churn, and expanding product utilization 
  • Meeting the assigned targets (revenue and usage) to help Encircle customers with greater adoption of the platform
  • Partner with Marketing, Sales, Customer Success, and Product leadership to uncover revenue and customer loyalty opportunities 
  • Proactively identify internal process improvements and help us build a best in class CSM team 

What you will bring to the role:

  • 3+ years of experience in Customer Success or Consulting, preferably selling tech to blue-collar industries  
  • Experience managing a book of business and being accountable for quarterly metrics
  • Hands on experience with SaaS software such as, ChurnZero, Salesloft and other sales automation tools
  • Demonstrated success leading customer onboarding and driving adoption, growth and retention 
  • Track record of building relationships with senior stakeholders and internal champions 
  • Ability to leverage internal stakeholders (product, support, sales, executives, etc.) to solve customer challenges 
  • A self-starter, coachable CSM who succeeds in a fast paced entrepreneurial environment 
  • Outstanding communication, listening and time management skills 

This position reports to the VP, Sales.

Encircle is an equal opportunity employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, accommodation will be provided by Encircle throughout the recruitment, selection and/or assessment process to applicants with disabilities.

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  • Location
    Kitchener, Ontario
  • Department
  • Employment Type