Customer Success Manager, Europe Office

ContactMonkey helps businesses boost growth and productivity through their internal communications. With our powerful tech stack, businesses can create, send, and track HTML emails within Outlook or Gmail. Today, ContactMonkey's software is being leveraged within the world's leading enterprise organizations, including brands like Rogers, IKEA and Ticketmaster! We are pumped to be the best-of-breed for internal employee communications.

About the job

As a Customer Success Manager at ContactMonkey, you'll be responsible for managing a number of European accounts and ensuring their continued success with the ContactMonkey platform. Your main objective will be to onboard, manage, and retain our clients. You will be responsible for the retention as well as expansion of your portfolio. This role directly impacts customer satisfaction, adoption, retention and the overall success of ContactMonkey. You will work closely with our Sales, Product, Marketing, Devs and Leadership teams to ensure the customer's voice is heard. You excel at uncovering customer needs and tactfully navigating upsell opportunities when appropriate.

Our Customer Success team is looking for a motivated individual, well versed in relationship-building with ideally 2+ customer facing experience, to join our growing team as a Customer Success Manager. In this role, you'll own customer relationships, promote ContactMonkey's adoption and growth and serve as the Customer's voice internally. You will have the opportunity to onboard, manage, and retain our clients and contribute to ContactMonkey's revenue goals.

The ideal candidate is highly collaborative and comfortable working closely with our Sales, Product, Marketing, Engineering and Leadership teams to ensure the customer's voice is heard. If you excel at uncovering customer needs and tactfully navigating upsell opportunities when appropriate, this role could be the perfect fit for you.

What you'll be doing

• Own customer relationships and act as an internal advocate on their behalf
• Onboard new customers through training of best practices.
• Manage the retention and expansion of a book of business.
• Collaborate with the Sales team to ensure a seamless transition from prospect to customer.
• Facilitate the customer's product journey through support touch-points; including business reviews, identifying upsell/cross sell opportunities and providing recommendations on best practices.
• Conduct client outreach and manage customer expectations to drive customer retention and growth.
• Utilize customer feedback and data to identify potential risk and use your curiosity and business acumen to mitigate churn.

Skills and Qualifications

• 2+ years experience in a customer relationship management role - preferably in a B2B SaaS environment
• Experience delivering software training with the ability to convey information in a clear, digestible manner
• Ability to solve problems effectively and timely
• Strong project management and detail oriented organizational skills
• Excellent communication and teamwork skills
• Ability to work independently and collaboratively

About you

• You are a problem solver that doesn't shy away from a challenging situation.
• You are enthusiastic about building lasting partnerships and deliver a customer-first focused mindset.
• You have an aptitude for technology and are eager to learn and upskill.

Our team is reimagining what it means to send and receive valuable communications to an entire workforce. By joining ContactMonkey, rest assured our wickedly smart, high-performing team members will challenge you to learn and grow every day. We value great work and great ideas in everything we do. We're looking for talented people who want to grow their career with us while making an impact with groundbreaking ideas.

Equal Employment Opportunity

ContactMonkey does not discriminate in hiring or terms and conditions of employment because of an individual's race, ancestry, colour, place of origin, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, family status or marital status, or any other protected category recognized by provincial or federal laws.

Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.