Scaled Customer Success Manager

Loopio is looking for a client-facing, relationship-focused, outcomes-oriented individual to join our innovative Scaled Customer Success team! In this role, you will contribute to Loopio’s digital strategy and collaborate with the wider Customer Success team on initiatives. You’ll also join a company with endless opportunities to accelerate your career! Are you ready for your next adventure?

Note:

This is an existing vacancy on the team

• Working as part of the Scaled/Digital Customer Success team within Loopio’s Customer Success at Scale department, focused on helping customers win in their response management efforts through a digital-led customer journey

• Getting in front of the customer to gather feedback, understand their needs, and provide guidance on product adoption.

• Working closely with Loopio’s Customer Experience Leaders, Product, and other cross-functional departments developing digital communications for Loopio’s customers

• Create standardized, personalized communications for customers based on time-based, action-based, or value-driven triggers, with the purpose of driving adoption and reducing churn

• Monitor customer health, usage trends, and engagement metrics to ensure each customer is driving adoption within the Loopio platform

• Partner closely with other teams within the CS at Scale Department (Adoption Services, Renewals, Education) to iterate on the Digital Customer Journey

• Partner with Customer Enablement Managers to ensure a seamless transition from onboarding to our nurture phase

• Monitor key product metrics and our Customer Health Score framework to understand customer usage and adoption of Loopio and predict customer behaviour

• Work with our Customer Success software, Gainsight, to build engaging “success plays”, email templates, and meeting frameworks to help streamline Customer Success activities

• Provide value-add services to customers as requested that support the adoption of Loopio and the customer’s ROI, including webinars, in-app guides, and other digital strategies

• The net result is driving amazing outcomes for our customers that will then positively impact the business performance of Loopio through renewals and customer growth

• Impeccable written and oral communication skills; you’ll be communicating with our customers, after all!

• You are naturally curious and always seeking to understand the 'why' of the problems you are solving for your customers

• Highly organized; your calendar reminders have calendar reminders

• A master of project management where deadlines are set, met and key stakeholders are kept up-to-date

• Demonstrated ability to drive high-volume engagements and manage a large book of business effectively

• Superb relationship-building skills, with a proven ability to cultivate deep and meaningful relationships with your teams and clients

• Extremely analytical; you leverage data in all of your decision-making and can easily identify trends and recommend engagement strategies to address performance metrics

• At least one year of experience in Customer Success, customer service, or customer marketing

• Experience in SaaS is a huge plus!

• Loopio is a remote-first workplace because we recognize the advantages of working flexibly. We are HQ’d in Canada, with established hub regions around the world where we hire from.

• Our employees (or Loopers, as we call ourselves!) live and work in Canada (British Columbia and Ontario), US, India (specifically in Gujarat, Maharashtra, and Bengaluru), and London.

• The majority of our team is based in ON and BC, which means these employees live and work remotely within a 300km radius of Toronto (within Ontario) and Vancouver (Within BC).

• We offer…