Customer Success Manager

As a  Customer Success Manager, you will help our customers to make Mentimeter become a core part of their daily work life, by driving adoption and usage of our Enterprise solution. You will partner closely with our Relationship Managers to help our customers become successful in using Mentimeter.

To be able to deliver an amazing customer experience, you will work closely with all parts of Mentimeter (Product, Marketing and Sales). You will serve as a key project manager to assigned accounts, to support effective onboarding, adoption and training to new and existing Enterprise customers when needed.

We use the theory of Predictable Revenue and reference Dropbox and Slack when we see the future of Mentimeter. Mentimeter is a service that is loved globally and our growth has been almost 100% organic.

We believe that a brilliant person with the right ambition can really leverage their time at Mentimeter. We are growing fast, and with us, so can you. Most importantly, we are looking for a candidate who is eager to develop Mentimeter to a world-leading position. You will be one of the leading individuals making this happen.

Responsibilities for the role:

• Understand customer needs and business objectives deeply in order to provide the best fitted onboarding, roll-out, reporting and continuous training solutions
• Help your customers develop successful onboarding, roll-out and training strategies by working closely with C-level stakeholders and key influencers in various departments/teams/regions
• Act as an expert of Mentimeter towards the customer in order to provide best and most suited advice for usage
• As a CSM, you play a pivotal role in driving Net Revenue Retention by continuously delivering value to customers, ensuring they realize the full potential of our solution.
• Through strategic conversations, user mapping, and close collaboration with the Relationship Manager, you actively uncover and help enable expansion opportunities that support long-term growth.
• Act as a bridge between sales, product and business development to proactively seek improvement of our Enterprise offering and be the voice of your customers
• Act as an internal expert through sharing knowledge and learnings with the organization and assist the rest of the sales team in high level discussions with potential customers
• Develop customer success strategies and best practices
• Work across the different customer segments in which strategic potential has been identified

Responsibilities not included in the role:

• Closing new contracts (Account Executives do that)
• The commercial responsibility of current customers (Relationship Managers do that)
• Day-to-day support (We have minimal support, and a support specialist is responsible for this)

Resources we have to support you:

• World-class lead generation from the Marketing and Product teams
• Marketing and Sales team to support in analysis and tactics
• Sales Operation function
• Professional CRM and data gathering services (Intercom, Mixpanel, Google Analytics, Salesforce)

Must haves for the role:

• 2-3years working as a Customer Success Manager (or in an account management role) in SaaS industry 
• Experience managing 30 - 50 mid to large cap companies
• Strong presentation skills
• Communication & Stakeholder Management
• Ability to structure your work, prioritize tasks and coordinate internal resources
• Excellent data knowledge and strong data-drivenness
• Customer and market expertise
• Build strong knowledge around your customer book and selected companies/industries
• Deep knowledge of Mentimeter and how it can be used across all parts of an organization
• Proven leadership skills
• Overall, this role requires a strategic perspective that goes beyond short-term gains, as you will need to juggle many moving parts in order to match both the customers and Mentimeter’s strategy

Please note that this position is located onsite at our downtown Toronto office. We follow a hybrid working model and require everyone to be in the office 3 days a week.

Compensation model:

We strongly believe in the power of togetherness, and we put a lot of effort into collaboration, teamwork and helping each other whenever needed. We believe that every part of Mentimeter, from Sales Development Representatives and Account Executives to Frontend Developers and Marketing Managers contributes equally to our continued success. To foster and emphasize this culture and way of working, we apply a non-commission based salary model in our sales roles, which has proven to be very successful and appreciated across the team. You can read about our benefits and perks here.
The salary span for this role ranges between $78,000 CAD - $105,000 CAD annually.