CUSTOMER SUCCESS MANAGER

POSITION SUMMARY:

Lead the delivery of Insights Communities while building solid, 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)
🏢 Sago
📍 Toronto