Customer Success Manager - EZRA

Job Role: Customer Success Manager

Location: Toronto, CA - Hybrid (3 days per week in office)

Who we are
Imagine what even the world’s most exceptional organizations could achieve if all their employees were coached to be their absolute best. At EZRA, we’re on a mission to do just that. We believe that through professional coaching, people get to know themselves and their goals, weaknesses and hang-ups. And once they know all that, they can build on the good stuff and work on the rest. This mindset applies not only to our clients but is manifested in our own EZRA family. We believe a happy team is a productive team. We want our people to care about and be proud of what they do.

About The Role
We are looking for an Enterprise Customer Success Manager reporting directly to the regional Enterprise Customer Success Lead. The focus of this role will be to work hand-in-hand with our Enterprise clients to oversee post-launch customer success deliverables to provide a best-in-class service to EZRA's valued customers. This is an exciting role with significant stretch opportunities, with the individual expected to play a critical role in EZRA's current and future growth.

What You'll Do

Delivery life-cycle client management:

1. Proactively manage a portfolio of Enterprise clients for the full delivery lifecycle – from post-sale to program completion and non-program related workstreams.
2. Be the key point of contact for all program and delivery related questions for program sponsors across client organizations.
3. Develop and build strong relationships with key client stakeholders.
4. Bring together internal EZRA stakeholders to support on client needs, such as Solutions Leads, Coaching Services, Tech and Product, Finance etc.
5. Be the voice of the customer and provide feedback to internal teams to improve EZRA's product and delivery.

Program Implementation & Launch:

1. Project manage the client implementation process, from the internal alignment call to understand program scope, to program launch.
2. Facilitate client discussions to reach program design and go live decisions.
3. Work in partnership with Coaching Solutions to onboard coaches to the program and effectively ensure the coaches are clear on the clients’ objectives and needs.
4. Collect and process participant data to ensure a timely and accurate launch.
5. Ensure coaches are kept up-to-date on any updates to the program or within the client organization.

Reporting and insights:

1. Work in collaboration with Sales, Accounts, and Solutions teams to understand client needs, optimize reporting, and generate data insights.
2. Partner with Sales to build Business Review presentations to support the overall account growth strategy.

About you

1. 3+ years of Customer Success or related corporate experience.
2. Experienced client relationship manager with proven experience in a customer success role.
3. Critical thinking skills: ability to problem solve independently and quickly.
4. Passionate about clients and participants needs.

What we offer

Your own world class coach:

• Friends and family coaching.
• 2 weeks work from anywhere.
• Charity days.
• Learning and Development Budget.
• Weekly wellbeing hour.
• Health Insurance.
• Registered Retirement Saving Plan.
• Health and fitness reimbursement plan.
• Supplementary heath plan.

We are an equal opportunity employer committed to building a diverse team where everyone’s voice is heard and valued. We believe that embracing our differences enhances our culture and drives our success. Attracting and developing a diverse workforce that reflects the communities we serve is essential to our mission.