Customer Success Specialist

Rethink Solutions is looking for a relationship-focused, data-oriented individual to join our team. In this role, you will manage your own customer accounts and work on many critical projects as a key member of our CS team. You will also be joining a rapid-growth company, with amazing marquee clients and endless opportunities to accelerate your career! Are you ready for your next adventure?

Employment Type: Full Time

Location: Toronto

Main Responsibilities

  • Ignite a sense of excitement with the client, encouraging adoption and expansion where possible
  • Actively manage client relationships to increase adoption, ensure retention, and increase satisfaction
  • Take on the role of trusted advisor with your clients to strategically position our solution within their organization
  • Build relationships with customers at all levels from end users and individual contributors to IT Managers and Senior Executives through engaging emails, phone calls, and in-person meetings
  • Develop creative strategies to increase customer engagement, drive growth, reduce churn, and produce Rethink Solutions’ advocates
  • Research and implement new tools to help automate and scale our Customer Success processes
  • Work with Director of Customer Success to
    • Build engaging “success plays”, email templates, and meeting frameworks to help streamline Customer Success activities
    • Coach new customers through their implementation & setup process
    • Lead both online and class-room style training sessions to support user activation and adoption
    • Consistently communicate, escalating important issues where needed
  • Be the single point-of-contact for customers and represent the voice of the customer to internal teams
  • Share Customer Success stories through case studies, blog posts, and internal communication
  • Work with the Support Team to ensure alignment and provide a cohesive experience
  • Assist with on-boarding and new customer implementations
  • Conduct software training for clients
  • Provide client support post implementation
  • Document and track client issues and feedback, escalating to management as required
  • Maintain high level of functional product knowledge
  • Contribute to company-wide culture of customer success

Knowledge, Skills & Abilities

  • 2 + years of prior Customer Success / Account Management experience, preferably within a SaaS company
  • Prior experience managing a large and diverse client portfolio, with a proven track record of outstanding customer service
  • Technical prowess, with the ability to quickly grasp complex technical concepts, making them easily understandable to a variety of end users
  • Tenacious with a talent for solving sticky situations, creating consensus and turning customers into advocates
  • A great team player who can also thrive in self-managed and independent environments
  • Ability to recognize gaps in process or detail and show initiative to suggest solutions
  • Impeccable written and oral communication skills
  • Extremely analytical leveraging data in decision making
  • Highly organized and results oriented;
** If you would like to be considered for this position, please email your resume to: quoting your name and the position for which you are applying in the subject line of the email. We would like to thank all applicants for their interest. However, only suitable candidates will be contacted further. No telephone calls respecting this recruitment will be accepted.
No agencies please. No phone calls please.