Customer Success Manager (Pipeline Position for Future Opportunities)

North Results Inc.

Brantford

CAD 80,000 - 100,000

Job description

Customer Success Manager (Pipeline Position for Future Opportunities)

@membershipio - Instagram - TikTok - Youtube

membership.io- Product Site (Formerly searchie.io)

northresults.com- Company Site

Hybrid remote in Brantford, Ontario

This is a pipeline position for future opportunities. While we may not have an immediate opening, we are always looking to connect with talented individuals who could be a great fit when a position becomes available. We encourage you to apply if you are interested in joining our talent pool for potential future roles.

Location: Brantford, Ontario. (Hybrid)

Term: Full-time

Salary: $51,000 - $60,000

Who we are

At North Results, we empower our customers with the tools, training, and support they need to launch successful businesses. Our suite of products, including the leading content management software Membership.io is designed to help build and grow membership businesses. We live and breathe our core values of Community, Fun, Impact, Innovation, Integrity, and Simplicity. Join our dynamic and growing tech company based in Ontario, Canada, and be part of our vibrant, collaborative culture where your contributions are valued and recognized!

We offer a hybrid work environment, opportunities for professional growth and development within a fast-growing company, and a chance to join a company that's redefining content management and delivery.

Customer Success At Membership.io

At Membership.io, we’re customer first. What does that mean? It means our customers are central to our business. They drive our business forward. They are at the core of everything we do.

Our Customer Success team works closely with our Support, Marketing, Product and Development teams to show our customers a more sustainable and scalable way of doing business. We build relationships with our customers through user onboarding, product training, and strategy creation.

What You'll Do

In this role, you will be instrumental in fostering strong relationships with our customers, leading initiatives to enhance their experience, and implementing strategies to drive growth and establish our products as leaders in the online entrepreneurship landscape. Here's what you'll be responsible for:

Customer Activation:

Demonstrate to customers a general understanding of the Membership.io platform as it relates to common content creators: membership site owners, course creators and coaches.
Nurture users through their first 90 days on the platform.
Assist in guiding customers through the onboarding process and explaining both self-service and done-for-you resources.
Identify and document customer feedback and data points in both projects and processes.
Communicate with customers through email and live chat channels.

Campaign/Playbook Management:

Contribute to closed-ended customer success campaigns and projects relating to onboarding and activation initiatives.
Execute account-specific activation campaigns.
Update playbooks, projects and processes using team insights.
Report on and analyze health score and trigger point customer data.

Customer Success:

Nurture, maintain and strengthen relationships through regular check-ins, personalized communication, feedback sessions, collaborative problem-solving, networking opportunities, collaborative events and recognition.
Facilitate regular communication between the involved parties, ensuring that information flows smoothly and everyone is on the same page.
Execute project plans and timelines for Customer Success initiatives, ensuring that all activities align with strategic goals and are executed efficiently.
Track key performance indicators (KPIs) to measure the success of partnership activities and regularly analyze data to assess performance.
Address any challenges or roadblocks arising during the partnership, working collaboratively to find solutions.
Assist in the development of plans to scale successful Customer Success initiatives and explore opportunities to expand collaboration and impact.
Contribute in the creation of new processes such as customer onboarding frameworks, performance metrics and evaluations, incentive structures, and other initiatives aimed at enhancing customer success and satisfaction.

Who you are

The ideal candidate for this role will possess a strong passion for customer success, demonstrating an ability to understand and execute plans that enhance customer satisfaction and drive retention. You should have a knack for building and nurturing relationships, with a track record of effectively engaging with clients to achieve mutual success. Beyond just vision, you'll showcase strong operational skills in managing day-to-day customer interactions and implementing strategies to enhance customer experience. Proficiency in project management, negotiation, and data analysis will be advantageous.

As a communicator, you'll excel in conveying ideas clearly and persuasively, influencing stakeholders to ensure customer needs are met. Your adaptability and resourcefulness will shine through in your ability to thrive in dynamic environments, where you'll continuously develop new strategies to improve customer outcomes. If you have a degree or equivalent experience in business, administration, or related fields, along with a knack for innovative problem-solving and a strong commitment to customer satisfaction, we encourage you to apply.

Functional Skills

To excel in this role, you'll need:

Communication skills
Empathy
Strategic thinking
An analytical mindset
Creativity
Organizational skills
The ability to prioritize
The ability to do well in a fast-paced environment

Experience

The following list of education and experience can be beneficial and highly valued for the Customer Success Manager role. However, they are not strict requirements. We understand that everyone has a unique background and skill set, and we are open to considering candidates who have a strong passion for digital marketing and creativity and are willing to learn. We encourage applicants from diverse educational backgrounds and levels of experience to apply and showcase their unique qualifications for the role.

0-3 years of professional experience in customer-facing roles such as customer service, sales, or account management.
Familiarity with CRM software and other customer management tools.
A Plus: Experience with ESP or CSM platforms such as Convertkit, Hubspot, ActiveCampaign, Mailchimp. Productivity tools such as Airtable, Notion, Google Workspace, Asana, Zapier.
Degree or equivalent skills in business administration, marketing, communication, psychology, or a related discipline.
Experience creating and maintaining strong relationships with customers.
Experience in digital marketing or online business.

Conditions of Employment

To maintain SOC2 compliance, Employment is contingent on passing a background check. We conduct background checks through Certn (Softcheck).

Benefits

Flexible, Hybrid Workplace: Enjoy the autonomy to choose between working remotely or in the office, with the flexibility to create a work environment that suits your needs.
Flexible Vacation: Start with 3 weeks of vacation in your first year, and enjoy unlimited vacation starting your second year.
Personal Days: Unlimited personal days for planned time off (booked in advance).
Flex Days: 10 flex days for last-minute personal or sick days, giving you added flexibility when unexpected events arise.
Comprehensive Health Benefits: Full coverage for dental, vision, prescription medication, alternative health therapies, and life insurance (after 3 months).
Professional Growth: Access to leadership training and role-specific development opportunities for continuous learning.
Company Phone Plan: Optional company phone plan available after 3 months.
Team Retreats & Celebrations: Join us for company retreats, live events, and celebrations throughout the year.
Retirement Savings: RRSP contribution plan with employer matching (optional after 3 months).

Accommodations

Should you require any specific accommodation during the recruitment process, please let it be known at the time of contact and we will make the necessary arrangements, up to the point of undue hardship.

Membership.io’s parent company, North Results Inc., is a software and education company based in Brantford, Ontario, Canada. We teach entrepreneurs how to turn what they know, love, and do into recurring revenue through courses and memberships. We live and breathe our core values of fun, innovation, simplicity, impact, community, and integrity.