CUSTOMER SUCCESS MANAGER POSITION SUMMARY: Lead the delivery of Insights Communities while building strong, consultative relationships with clients. Ensure each program meets business goals and delivers an exceptional member experience and insights. KEY JOB
RESPONSIBILITIES:
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· Manage community setup, recruitment, engagement, incentive management, renewal, and overall health.
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· Collaborate with sales to understand client needs and provide proactive, tailored recommendations.
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· Design creative solutions using available tools and processes to exceed client expectations.
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· Serve as the primary contact for clients, internal teams, and external vendors, fostering and maintaining successful relationships with all parties.
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· Lead client calls, strategize on activities to keep community engaged.
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· Manage vendors and partners to ensure projects stay on schedule and within budget.
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· Ensure timely completion of all deliverables, including meeting deadlines for invoicing.
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· Continuously monitor program elements, anticipate/identify potential problems, and manage to resolution.
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· Work within Sago systems effectively throughout life cycle of project.
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· Work collaboratively with clients to provide timely updates on community status.
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· Collaboration and supporting internal and external teams including programming, data processing, insights and reporting (quant and qual).
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· Validation and preparing of deliverables (datasets, reports,
engagement activities/calendars, communications to community members, incentive management).
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· Meet clients’ timeline expectations and highest quality of deliverables in the most effective way maintaining margin for projects.
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· Work in accordance with the SOP's of company.
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· Other duties as assigned. CORE COMPETENCIES:
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· Technical orientation, logical thinking, analytical and solution-oriented mind
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· Customer service, multi-tasking, and time management skills
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· Quickly adopts to changes and new processes
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· Superior communication and consultative skills
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· Focus on quality and attention to detail
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· High work ethic and team player attitude
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· Client Focus
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· Effective communication skills – written and oral
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· Collaboration and Teamwork
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· Ability to multi-task and flexibility
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· Decision Making and Problem Solving
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· Fluent in English (written and oral) QUALIFICATIONS
Education:
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· Bachelor’s Degree or equivalent
Experience:
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· Must have 3-4 years of client-facing experience in a market research environment and Insight Communities.
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· Experience with research design, reporting, data analysis, international data collection, multi-mode methodology, is a plus. Computer
Skills:
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· Advanced MS Office skills (Excel, Word, PowerPoint) required
- Experience in DIY survey tools (e.g. Alida) is a plus
📌 Customer Success Manager (Toronto)
🏢 Sago
📍 Toronto