Job description
Thousands of companies build better software products with the help of Canny’s customer feedback platform. As a Customer Success Manager (CSM) at Canny, you’ll have the opportunity to own the customer journey from onboarding to renewal.
You will be responsible for customer well-being by monitoring account health, identifying growth opportunities, and fostering strong customer relationships. Our ideal candidate has experience within B2B SaaS, preferably in product management.
We are...
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Fully remote with no office
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16 people, spread across 4 countries (US, Canada, Spain, and Turkey)
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Bootstrapped (no outside funding), profitable, and growing!
What you’ll do at Canny:
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Serve as our customers’ go-to person by building relationships with key stakeholders and users within our Business tier
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Own customer retention by reducing churn, increasing customer adoption, and improving customer satisfaction
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Proactively monitor the health of your accounts and engage proactively to ensure optimal engagement
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Identify growth opportunities within accounts to increase ARR
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Own the renewals process, including; negotiating, drafting contracts, follow-ups and invoice payment
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Assist customers in creating and monitoring success KPIs throughout each phase of their Canny journey
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Amplify the voice of our customers, advocating on their behalf with our product and engineering teams and sharing best practices with marketing
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Reduce time to value by managing implementation and onboarding
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Become a Canny product expert
Tech you’ll use every day:
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HubSpot
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Intercom
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Simplesat
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Canny
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Stripe
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Missive
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Slack
Compensation & Benefits:
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Base salary varies by location but is highly competitive in pretty much all areas except San Francisco, New York, and Seattle (for example, Canada: $90 - $120k CAD)
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Bonus program (8% of salary, varies by performance)
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Regular Compensation Reviews (reviews happen twice per year)
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Significant equity grant
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20 paid vacation days, 15 paid holidays, and unlimited sick leave
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Canadian Healthcare
Job requirements
Experience you’ll bring to Canny:
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3-5 years of relevant customer-facing / account management experience, within the technology (SaaS) industry; a record of delivering peak adoption, engagement, and growth
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Proven ability to develop account strategies, translate them into initiatives and track successful delivery
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Priority Setting: The ability to focus time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions
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Creativity and Innovation: Seek new and better ways of doing things, and generate original and imaginative ideas, approaches, or solutions.
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Collaborative nature, with the ability to build relationships both internally and with customers
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Experience working independently and within a small team, preferably remotely
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You have demonstrated the ability to onboard and integrate with an organization long-term: within the last 5 years, you've worked at one company for at least 2 years
Bonus:
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You have worked with product management-focused tech and understand the voice and challenges of our users.
Apply:
In your application, please include your resume, an optional cover letter, and tell us why you want to work at Canny (believe it or not, we actually care about why you are applying here!)
Please note: members of our team review every application, and we want you to be successful! However, candidates who do not take the time to answer the screening questions properly rarely progress.
For brownie points, add a link to your favorite GIF.
Location - This role must be able to work North American hours to best serve our customers.
