Private: Nomadic Career Services Forum Job Postings Sales and Customer Services Customer Success Manager, Customer Success

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    Position Summary
    You are a Customer Success professional with a passion for progressive change and ideally some experience with public engagement and advocacy campaign strategy and tactics. As a New/Mode Customer Success Manager, you will be responsible for providing our subscribers—truly inspiring people and organizations campaigning to make the world a better place—with strategic guidance to maximize their campaign success using New/Mode’s advocacy and civic engagement platform in the US, Canada, UK, EU and Australia.

    Acting as the primary point of contact for your assigned accounts, you will be a trusted advisor to our customers, driving adoption and ensuring our subscribers leverage New/Mode’s technology to win their campaign goals and gain maximum value from the platform. Your goal is customer retention, loyalty and evangelism.

    You will be a linchpin in our customers’ experience, turning in-depth knowledge of our products and services, strategic and tactical best practices and customer need discovery processes into essential advice to our customer’s and feedback to our product development team.

    If this all sounds good and you’re excited to be a part of a values-based enterprise, please read on!
    Your Core Objectives / Outcomes
    Empower 500 million people to take action, by: identifying and promoting best practices for increasing conversion rates.
    Serve 75,000 causes, by: executing on customer success strategies to increase the number of actions launched per account and other key metrics of platform adoption.
    Meet our revenue targets, by: preventing regrettable churn, ensuring subscribers gain maximum value from our products and services, and generating exceptional net promoter scores.

    Your Essential Functions / Responsibilities
    Set customers up for success on N/M platform to get full value from our technology and win more campaigns (this may include onboarding, strategy coaching, nurturing and expanding customer accounts)
    Retain customers and extend their accounts from monthly to annual commitments
    Keep regrettable churn to a minimum through proactively maintaining high levels of customer engagement and satisfaction
    Search for and identify causes of churn, enact change as needed
    Maintain subject matter expertise of New/Mode products, features, services and the 3rd party technologies required to support our subscribers.
    Partner closely with cross-functional team members to translate customer needs and product requirements into new solutions for customers
    Provide technical training and strategic best practices to our subscribers to run effective public engagement campaigns.
    Manage multiple forms of engagement, including email, chat, community forums,webinars, and occasionally video conference and phone.
    Continuously build and refining processes to create seamless and easy customer journeys/experience across departments and within the Customer Success team
    Your Special Knowledge, Skills and Abilities
    You have experience and successful delivery in a customer success capacity in a startup environment
    You have passion to drive change and make an impact
    You have proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
    You are friendly, and enjoy working with people to collaboratively and efficiently solve root-cause problems.
    You ask the right questions, listen and communicate effectively to quickly uncover problems and find solutions.
    You’re tech savvy! You can dig in and learn new technologies quickly.
    You can clearly and intuitively explain technical concepts and solutions to non-technical users.
    You have proven ability to think big picture strategy AND roll-up-your sleeves to deliver
    Please note: experience participating in or organizing public engagement and advocacy campaigns is a definite asset.

    4 weeks annual vacation and paid sick leave
    Health Spending Account
    Long-term Disability and Life Insurance

    Compensation Range
    $52,500 To: $60,000 CAD

    Work Location
    Our ideal candidate is based in Vancouver, BC. However, exceptional candidates comfortable with remote work will be considered anywhere.


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