Are you the newest Customer Success Specialist at Pagefreezer

What we do and why:

- No one can ignore the internet these daysand a lot of excellent things are happening onlinebut we also know that online harms are damaging many individuals communities and organizations. Its Pagefreezers vision to make the Internet a safer place by delivering solutions that transform how people protect integrity online ensuring accountability and enabling the pursuit of justice.
- Pagefreezer simplifies compliance and litigation by automatically archiving websites social media mobile text messages and enterprise collaboration platforms for every stage of the information governance lifecycle. We enable organizations to create and share defensible records of their data quickly and easily in our dashboard in real-timeevery like share edit and deletion.

Results & Responsibilities

- Customer Satisfaction & Success
- - Build and nurture relationships with customers to foster trust engagement and satisfaction leading to retention and joint success.
- Establish an understanding of account goals and priorities to ensure customers maximize their investment in solutions and achieve their objectives.
- Identify and pitch solutions that address customer needs and facilitate regular check-ins to review progress gather feedback and address concerns.
- Advocate for customers internally by gathering and sharing feedback escalating issues and collaborating with internal teams to ensure timely resolution of concerns.
- Develop success plans and use best practices and usage strategies to enhance customer satisfaction and solution efficacy.
- Monitor account health metrics to identify and mitigate churn risks addressing concerns and ensuring customer retention.

- Revenue Growth & Pipeline Development




- - Drive revenue growth by fostering product adoption identifying upsell and cross-sell opportunities and managing renewals through value demonstration contract negotiation and timely payment processing.
- Nurture accounts to achieve revenue pipeline and retention targets leveraging established tools processes and playbooks to build strong lasting customer relationships.
- Conduct research to understand customer needs market trends and competitive dynamics leveraging insights to drive sales success.
- Maintain detailed records of sales activities including meetings demos closed deals and follow-ups in CRM tools leveraging established sales tools processes and playbooks to support forecasting team collaboration and consistent execution.
- Participate in training programs and stay up to date with product releases and company initiatives to enhance knowledge of services products and strategic plans.

- Collaborative Execution & Excellence
- - Promote a values-driven safe respectful diverse equitable and inclusive environment that aligns with company goals and fosters collaboration and shared success.
- Enhance performance and growth by applying feedback coaching and analytics to drive continuous improvement.
- Collaborate with team members and others as needed to align on objectives achieve organizational goals share documentation and knowledge support key projects and provide updates on progress and outcomes.
- Review and follow organizational policies legal requirements and information security standards as directed by your leader HR Finance Information Security Legal and other teams to align individual contributions with company frameworks.




- Identify and suggest improvements to workflows tools policies and processes to enhance team efficiency scalability and success ensuring alignment with operational goals.
- Stay informed on industry trends market conditions regulatory changes and best practices adapting strategies to ensure compliance organizational stability and a competitive edge.
- Travel as needed to represent the organization support team initiatives and maintain alignment across departments.

Requirements

- Alignment with Pagefreezers Core Values
- Customer Success Experience: Proven success in a SaaS B2B account management role responsible for strategic revenue retention and growth.
- Customer Experience Focus: Able to deliver a positive customer experience while meeting or exceeding quotas.
- Technical Comfort: Comfortable working in IT environments and using software tools with familiarity with CRMs (e.g. HubSpot) LinkedIn and Zoom.
- Legal and Compliance Knowledge: Bonus points for familiarity with legal compliance or records management technologies.
- Problem Solving and Adaptability: Strong problem-solving skills able to build solutions and improve processes independently. Adaptable to customer needs with strong communication and presentation skills across live phone written and online formats.
- Relationship and Renewal Management: Skilled at leading renewals and renegotiations to mutually beneficial outcomes.
- Strategic Account Management: Able to strategize account management identify opportunities and close deals confidently.
- Curious and Resilient: Quick learner with a positive attitude towards challenges. Open to coaching and feedback continuously seeking to improve.
- Self-Motivated and Competitive: Competitive with yourself motivated to learn grow and achieve success.
- Organizational Skills: Capable of independently prioritizing projects and opportunities based on manager guidance.

Required Experience:

IC

📌 Customer Success Specialist (Vancouver)
🏢 Pagefreezer
📍 Vancouver