CUSTOMER SUCCESS MANAGER POSITION SUMMARY: Lead the delivery of Insights Communities while building robust, consultative relationships with clients. Ensure each program meets business goals and delivers an exceptional member experience and insights.

KEY JOB RESPONSIBILITIES

- Manage community setup, recruitment, engagement, incentive management, renewal, and overall health.
- Collaborate with sales to understand client needs and provide proactive, tailored recommendations.
- Design creative solutions using available tools and processes to exceed client expectations.
- Serve as the primary contact for clients, internal teams, and external vendors, fostering and maintaining successful relationships with all parties.
- Lead client calls, strategize on activities to keep community engaged.
- Manage vendors and partners to ensure projects stay on schedule and within budget.
- Ensure timely completion of all deliverables, including meeting deadlines for invoicing.
- Continuously monitor program elements, anticipate/identify potential problems, and manage to resolution.
- Work within Sago systems effectively throughout life cycle of project.
- Work collaboratively with clients to provide timely updates on community status.
- Collaboration and supporting internal and external teams including programming, data processing, insights and reporting (quant and qual).
- Validation and preparing of deliverables (datasets,



reports, engagement activities/calendars, communications to community members, incentive management).
- Meet clients’ timeline expectations and highest quality of deliverables in the most efficient way maintaining margin for projects.
- Work in accordance with the SOP's of company.
- Other duties as assigned.

CORE COMPETENCIES

- Technical orientation, logical thinking, analytical and solution-oriented mind - Customer service, multi-tasking, and time management skills - Quickly adopts to changes and new processes - Superior communication and consultative skills - Focus on quality and attention to detail - High work ethic and team player attitude - Client Focus - Effective communication skills – written and oral - Collaboration and Teamwork - Ability to multi-task and flexibility - Decision Making and Problem Solving - Fluent in English (written and oral) QUALIFICATIONS Education:
- Bachelor’s Degree or equivalent Experience:
- Must have 3-4 years of client-facing experience in a market research environment and Insight Communities.
- Experience with research design, reporting, data analysis, international data collection, multi-mode methodology, is a plus.

Computer Skills

- Advanced MS Office skills (Excel, Word, PowerPoint) required - Experience in DIY survey tools (e.g. Alida) is a plus

📌 Customer Success Manager (Toronto)
🏢 卡杯
📍 Toronto