17 Aug
Userful
Calgary
Job details
Here’s how the job details align with your profile.
Job type
- Full-time
Location
Calgary, AB
Benefits
Pulled from the full job description
- Flexible schedule
- On-site gym
- Paid time off
- Stock options
Full job description
Customer Success Manager [ Retention ]
Userful™ is a leading provider of software-defined AV over IP for advanced operations of mission-critical environments and core workflows, serving IT organizations worldwide. Userful’s unified software platform provides services and management through a complete suite of enterprise AV applications for comprehensive organizational and situational awareness, and readiness for modernized operations.
Userful harnesses the same unified platform to provide global manageability through a single-pane-of-glass.
Userful’s solutions have won multiple awards, secured strategic global partnerships, and have been deployed in countless Fortune 500 and notable companies globally including Audi, HP, Samsung, LG, Unilumin, Comcast, Coca-Cola, Wayfair, Ford, Dell, the Calgary Tower and more!
The Opportunity
Userful is experiencing rapid growth, and we're expanding our inside sales team with a customer success role focused on retention and revenue growth. We seek a dynamic and strategic self-starter to oversee our customer renewals and expansion efforts, ensuring our customer base's long-term satisfaction and growth.
As the Customer Success Manager, you will develop and execute strategies to maintain and grow customer relationships through timely renewals, expansions, and upselling. The role will initially be a single contributor but may lead a team dedicated to understanding and meeting client needs, negotiating terms, and providing top-tier customer service.
The Customer Success Manager will contribute directly to revenue growth through renewals, upselling, and cross-selling.
Key Responsibilities
- Analyze renewal trends, and leverage data to build and implement a coordinated process for maximizing customer retention
- Identify expansion opportunities and develop strategies for the sales team
- Develop a deep understanding of use cases to master the art of renewals, upselling, cross-selling and churn reduction
- Leverage renewal metrics to demonstrate a direct correlation to GRR, and ensure data integrity
- Reach out to and actively engage with customers to highlight ROI for customer success
- Collaborate with sales, marketing, product marketing, and customer success teams to align strategies, develop and optimize upsell and cross-sell strategies
- Define and track key performance indicators (KPIs) for individual accounts, the team, and the business.
- Accelerate customer adoption of new solutions, highlighting ROI through targeted initiatives
- Develops, distributes, and analyzes net promoter surveys biannually. Provides recommendations on how to reduce “friction” and improve customer experience
Minimum Qualifications
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field (preferred but not required).
- Strong analytical skills, ability to develop and execute business strategies, and create data-driven reports.
- 3+ years of experience leading a customer success strategy with a track record of managing renewals and meeting revenue goals
- Expert communication, project management and relationship management skills, including experience with C-level executives.
- Deep understanding of software businesses,
specifically subscription/renewal models
- Proficiency in CRM and sales software, with strong analytical skills to interpret data and drive decisions.
- Ability to build rapport and trust with customers, fostering long-term relationships.
Total Compensation
We offer a competitive package including your base salary, stock options, health benefits (including HSA), free gym membership (on-site), flexible Paid Time Off, educational resources, subsidized parking and more!
Environment
Userful has a friendly, corporate environment in Calgary's downtown core. We are in the First Tower and on the 2nd floor you will find a bright and cozy public workspace, a huge, fully-equipped gym, and connection to the convenient +15 skywalk. Regular work weeks are typically forty hours with flexible schedules, as Userful strives to support a strong work-life balance.
Our Commitment to Equal Opportunity and Diversity
Hiring decisions are based on qualifications, job requirements, and business needs. All applicants are considered regardless of race, religious beliefs, gender, gender expression, physical disability, mental disability, age, national origin, marital status, or sexual orientation. Accommodation for applicants with disabilities is also available on request during the recruitment process.
Userful has a Zero Tolerance policy and is opposed to all forms of harassment or retaliation, including sexual, racial, and ethnic or religious harassment, regardless of whether the harassment or retaliation occurs directly or indirectly.
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