Senior Manager, Customer Success

Influitive

Toronto, Ontario, CA
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/19/2021
  • Website: influitive.com
  • Company Address: 111 Peter St Floor 3, Toronto, ON, M5V 2H1

About Influitive

Influitive is your strategic partner in customer marketing. Our SaaS product and professional services help companies discover, nurture, and mobilize their advocates to accelerate sales and increase customer lifetime value. We believe the companies that put their customer advocates at the heart of their business are the ones that will win.

Job Description

Influitive pioneered Customer Advocacy, and today enterprises across the globe deploy our platform to target, gamify, and reward their top advocates and community members. Our platform allows organizations to get closer to their customers and do it in a personalized way.  Our customers are able to uniquely drive more referrals, references, reviews, product feedback, upsells.  8 out of the top 10 global software companies embrace our platform! 

Influitive has raised over $49M raised from top-tier venture capitalists including Georgian Partners, Relay Ventures, First Round Capital, New Enterprise Associates, Lightspeed Ventures.  We are looking for an experienced, people-focused leader to help build and scale the customer success processes, best practices, and systems needed to quickly onboard and deliver value for customers.

How you’ll make a huge impact:

  • Deliver transformational leadership so the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
  • Define and optimize customer lifecycle by driving programs and initiatives that improve engagement approaches based on customer segmentation. You lead a culture of continuous improvement
  • Build and lead world-class team:
    • Recruit, train, develop and coach a high performing team
    • Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
    • Foster collaboration within the Influitive team and across customers
    • Drive operational practices to track performance of teams and individuals
  • Work closely with the sales management to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
  • Lead and scale a fast growing customer success team (10 members)
  • Lead the design and execution of the customer success scale strategy to create efficiencies in our coverage model to drive great customer experiences
  • Define and deploy new processes to accelerate speed to value and drive adoption. Build and refine operations to fit the current business and plan for future growth
  • Adopt, optimize and drive best practices and thought leadership from our Center of Excellence team
  • Play an active role in helping our Customer Success team identify and pitch upsell deals & cross-sell

What an incredible candidate looks like:

  • 3-5+ years in a Customer Success leadership capacity
  • 8+ years experience in Customer Success
  • You have experience scaling a Customer Success team
  • Results matter to you. You are objective driven. Our customers' success = your success
  • You’re a maestro when it comes to client and project management - super-organized, time-management is second nature to you and you’re able to context-shift and pivot esp. when working on several complex projects (often at the same time) 
  • You’re resourceful, resilient and proactive in your approach to managing internal and external stakeholders - you’re a team player and want to help those around you succeed
  • You are comfortable working with clients at any level in the organizations, nurturing them as needed, becoming a trusted advisor
  • You can assist in scoping and mapping out an enterprise organization, looking for ways to deepen the Influitive relationship across the organization

At Influitive, we believe that diverse and open teams perform the best.

Fostering an inclusive environment where we can learn and grow from each others’ perspectives is an important element of our growing family. Influitive welcomes and encourages people from all backgrounds, abilities, experiences and perspectives to apply to join our team. We are committed to being an equal opportunity employer, and are happy to provide accommodations upon request at all stages of the interview process. If you require accommodations due to a disability, please contact us at [email protected]

If you're up for an adventure, we hope you'll apply to join our team!

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.