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Customer Success Manager

October 27 2021
Industries Ecommerce, Multimedia
Categories Account management, Campaign, Customer service, Customer Service, Call Centres
Victoria, BC

About us

Join the adventure and innovate with a talented team that’s pushing the capabilities of experience management! Empower thousands of tour and activity operators.

One of Canada’s top SaaS growth companies located on beautiful Vancouver Island. As the industry's leading independent booking software, we have customers who run businesses in fascinating destinations all over the world. We have over 5,000 businesses using our platform and have processed over $8.1B in bookings to date, operating in 136 countries and 36 languages.

Life at Checkfront

At Checkfront, people empower others by providing opportunities for growth and learning, fostering teamwork and encouraging ideas. We support the wellbeing of our employees and dedicate our overall efforts toward a positive employee experience.

We value psychological safety and transparency across all levels of the organization, and as a result, there is a tremendous sense of camaraderie and support felt throughout the company. Everyone is caring about teammates and passionate about their work.

We are committed to upholding the values of diversity, equity, and inclusion. In pursuit of this, we actively seek new members who will work respectfully and constructively with our team, propelling our company and the community forward.

There are also fun events throughout the year; skiing, cabin getaways, fireside chats, holiday parties, and more! Do you prefer a flexible work location? That’s great! Whether you are at home or in-office, we aim to provide an inclusive environment.

About the Job

Are you customer-centric, passionate about technology, and an experienced relationship-builder?

We are looking for a Customer Success Manager to manage a dedicated list of Midmarket and SMB customers on our Enterprise plan. You’ll be responsible for building meaningful relationships and helping them find long-term value with our solution and services.

We look for people who...

  • Do the right thing, lead by their personal integrity
  • Are truly customer-focused and proactive with support
  • Can execute strategic and meaningful customer interactions
  • Go above and beyond - adapt and be flexible in their thinking and processes
  • Love team collaboration, knowledge sharing and aren’t afraid to learn

Our Customer Success Managers....

  • Develop and maintain strong relationships within assigned customer list
  • Track, forecast, and close annual renewal contracts and expansion opportunities
  • Proactively monitor customer health on an ongoing basis
  • Lead annual planning discussions, with key stakeholders, ensuring we demonstrate value and provide and seek validation
  • Own the post-sale relationship with a customer. Work closely with our Sales team and Implementation Specialists in delivering launch and onboarding services.
  • Develop an extensive working knowledge of Checkfront's products, services, and best practices
  • Seek a deep understanding of each customer's business goals and outcomes to deliver top-notch product support, consulting and guidance
  • Track and analyze trends from customer questions, comments, concerns - share feedback with the Business, Product and Development teams
  • Collaborate with our Marketing team to acquire customer success stories and testimonials
  • Other related duties as assigned by Director

To succeed in this role you’ll bring...

  • 1-3+ years of experience in account management, sales, support, technical, project management or equivalent role
  • Engaging oral and written communication skills with the ability to conduct strategic business discussions
  • Advanced technical troubleshooting and problem-solving skills
  • Organized with exceptional follow-through
  • Interest or experience in working with the tourism, travel or SaaS industries

If you don’t meet all of our requirements exactly or have some gaps in your resume know that we would still love to hear from you! Use your cover letter to tell us about your unique experience - we understand that talent comes from many places and that skills are transferable.

Bonus points for...

  • Experience using tools such as Checkfront, Google Apps, Zendesk, JIRA, Salesforce, Asana
  • Familiarity with CMS integrations, HTML, CSS, and Public APIs
  • Experience in customer success, sales or business development role
  • Fluency in other languages

You get

  • A company that values work-life balance
  • Vacation, personal days, health days, paid volunteer day
  • Extended health benefits and EAP program
  • Parental benefits
  • Professional development allowance
  • Mentorship program
  • A newly renovated (as of May 2020) “tourism themed” office space in downtown Victoria (unless you’re remote)

Checkfront acknowledges and respects that we work, learn, and innovate on the unceded Coast Salish Territory of the Lekwungen & WSÁNEĆ nations. network