Customer Success Specialist

Are you the newest Customer Success Specialist at Pagefreezer?

What we do and why:

No one can ignore the internet these days—and a lot of great things are happening online—but we also know that online harms are damaging many individuals, communities, and organizations. It’s Pagefreezer's vision to make the Internet a safer place by delivering solutions that transform how people protect integrity online, ensuring accountability, and enabling the pursuit of justice.

Pagefreezer simplifies compliance and litigation by automatically archiving websites, social media, mobile text messages, and enterprise collaboration platforms for every stage of the information governance lifecycle. We enable organizations to create and share defensible records of their data, quickly and easily in our dashboard, in real-time—every like, share, edit, and deletion.

What our Customer Success Specialists do:

1. As part of the Customer Success team, execute the vision for the Customer Success team that enables Pagefreezer to achieve its mission, vision, and goals in a Values-aligned way.
2. Build and expand relationships resulting in trust, increased engagement and satisfaction, retention, and joint success between Pagefreezer and our customers.
   1. Pitch and demonstrate Pagefreezer solutions to meet current customer business needs that they may not be aware of yet.
   2. Know the ins and outs and who’s who of your accounts and their goals and priorities.
   3. Build alignment with customer goals to ensure they’re maximizing their investment in us.
   4. Advocate for the customer internally, including gathering and sharing their feedback, escalating issues and requests to Support and translating our response back to them in clear ways that resolves concerns and ensures retention.
3. Grow assigned account revenue and increase product adoption.
   1. Create and execute a strategic, proactive plan to engage your contacts throughout the customer lifecycle to identify opportunities and sell additional products and services.
   2. Drive customer renewals by delivering value, negotiating successful renewal contracts, and ensuring timely payments are made.
   3. Meet or exceed revenue pipeline and retention targets.
4. Proactively nurture your book of customer accounts using our tools, processes, and playbook.
5. Ensure healthy CRM hygiene: your CRM is up to date and full of helpful notes.
6. Keep customers informed about the latest Pagefreezer news and releases that are relevant to them.
7. Collaborate with the Onboarding & Implementation, and Support teams to ensure a smooth experience for customers.

What makes you a great fit:

1. Alignment with our Core Values
2. Can ensure a positive customer experience is achieved while also exceeding quotas.
3. Past success in a SAAS business-to-business account management role before, responsible for delivering strategic revenue retention and growth.
   1. Comfortable with computers, software, tech, and IT environments
   2. Bonus points for familiarity with legal, compliance and/or records management technologies.
4. Curious, learns really quickly, without fear of failure or challenges. Open to coaching and feedback.
5. Able to strategize account management, uncover opportunities, and close deals confidently.
6. Know how to lead a customer through a complex renewal or renegotiation to reach a mutually beneficial outcome.
7. Comfortable navigating complex and technical conversations with senior stakeholders to relay the value proposition of our products and services.
8. Strong communication and presentation skills live, over phone, written, or online. Adaptable and clear, no matter the technical knowledge, seniority, or number of stakeholders.
9. Solid problem solver. You search for or build solutions when needed.
10. Competitive with yourself -- you love to learn new things, continuously improve, acquire new skills, and succeed!
11. Able to independently prioritize projects and opportunities based on guidance from your manager.
12. Familiarity with CRMs and other sales technologies (we use HubSpot), LinkedIn, and Zoom
13. Able to adopt and improve our current processes or create solutions from scratch.
14. Authorized to work 40 hours a week in Canada (anywhere in Canada works for us)

What Pagefreezer offers:

1. You’ll be a part of a values led culture: our six core values are more than just words on our website, they guide every action, interaction, and goal our team sets. This values-led culture has led us to be recognized as Canada’s Most Admired Culture 2023 and listed as one of BC’s Top Employers 2024 and Canada’s Top Small and Medium Employers 2024.
2. We are bootstrapped sustainably profitable : our track record is strong, our market opportunity is growing - we’re already providing solutions to some of the biggest companies in the world-- and you'll be helping us accelerate even faster. We want all our teammates to share in our success so every person in our company receives an initial stock option grant (with an attractive strike price).
3. Your career growth matters to us: we want you to be continually excited about your future with Pagefreezer and to support you in your career we offer a $1000 annual learning budget, quarterly performance reviews and a transparent Career and Compensation Growth Framework.
4. Work from wherever you feel best: we embrace a remote first environment while also offering co-working spaces for our team to connect in person. Work from our Vancouver, Toronto, Halifax, Delft, NL hubs or take a workcation with our Work from (almost) Anywhere policy.
5. We care about our communities: in 2023 our team volunteered 146 hours to support our communities. Every team member is eligible for our Volunteer Paid time off policy.
6. Our compensation is comprehensive, competitive and balanced: you’ll be eligible for benefits like extended health insurance, a $600 Lifestyle Spending Account, 9 mental health/sick days per year, a Tax-Free Savings Account and a matching Retirement Savings Plan and paid time off, if you’re in Canada. Not in Canada? We’ll create a compensation package you’re excited about together.
   • The annual base salary range for this role is $55,000 - $65,000 CAD. The total compensation offered for this position may vary based on factors such as education, experience, skills, and location. It may also include non-cash rewards and benefits. The base salary range is subject to change and may be modified in the future.
7. We use a human-centric approach to our hiring process: each resume and questionnaire is reviewed by a member of our team. Set yourself up for success by refraining from using AI-generated responses in your application. We believe in the power of individuality and are excited to see your unique skills, talents and experiences shine through!

Sounds interesting? Time to apply!