Customer Success Manager (Remote, Canada) at AgencyAnalytics

AgencyAnalytics is seeking a customer-centric and driven Customer Success Manager to join our team and support our North American clients.

In this fully remote role, you’ll manage the onboarding and education of new and existing customers, proactively engage with low-performing accounts, and identify opportunities for expansion and growth. This position requires 3+ years of experience in a customer-facing B2B/SaaS environment, strong communication and relationship-building skills, and a passion for helping customers succeed. Knowledge of SEO and digital marketing is highly preferred.

Empower Marketing Agencies, Drive Customer Success: Be a Remote Customer Success Manager at AgencyAnalytics

Are you passionate about helping businesses thrive and building strong customer relationships? AgencyAnalytics, a leading provider of automated reporting software for marketing agencies, is seeking a Customer Success Manager to join our team in a fully remote capacity.

About AgencyAnalytics:

At AgencyAnalytics, we empower marketing agencies with cutting-edge tools to streamline their reporting processes and elevate their client relationships. Our mission is to revolutionize how agencies analyze and communicate data, ultimately helping them drive better results for their clients.

About the Role:

As a Customer Success Manager, you’ll play a crucial role in ensuring our customers achieve their goals with our platform. You’ll manage the onboarding and education of new and existing customers, proactively engage with low-performing accounts, and identify opportunities for expansion and growth. You’ll also collaborate with Sales and Customer Support teams to provide a seamless customer experience.

This is a fully remote position, offering you the flexibility to work from anywhere in Canada. You’ll be part of a supportive and collaborative team, contributing to a company that’s at the forefront of innovation in the marketing technology space.

Responsibilities:

• Onboarding and Education: Manage the onboarding process for new customers and provide ongoing education and support to existing customers.
• Proactive Engagement: Proactively reach out to low-performing accounts, identify expansion opportunities, and mitigate churn risks.
• Customer Meetings: Conduct customer meetings (via Zoom) to ensure they are maximizing the value of their subscription.
• Communication: Communicate effectively with customers through email, HubSpot, and Intercom.
• Opportunity Identification: Uncover new opportunities by understanding customer needs and challenges.
• Sales Support: Handle upgrades, quotes, and related inquiries.
• Collaboration: Collaborate with Sales and Customer Support teams to resolve customer issues and escalate technical problems to engineers.
• Problem-Solving: Utilize research skills, internal channels, and teamwork to find solutions to customer challenges.
• Product Feedback: Gather and manage customer feedback, insights, and feature requests to contribute to product development.

Qualifications:

• Experience: 3+ years of customer-facing experience in a B2B/SaaS environment as a Customer Success Manager or Account Manager.
• Skills:
  • Customer-centric mindset with a passion for helping others.
  • Strong communication and relationship-building skills.
  • Proactive and creative problem-solving abilities.
  • Tech-savvy with a passion for learning and continuous improvement.
  • Ability to prioritize, multitask, and perform well in a fast-paced environment.
  • Strong customer management and sales instincts.
  • Growth-oriented mindset with a willingness to give and receive feedback.

Preferred Qualifications

• Experience: Experience working with SMB and Mid-Market customers.
• Knowledge: Background knowledge of SEO and/or digital marketing.

F5 Remote Jobs Spotlight: A Career as a Remote Customer Success Manager in SaaS

Customer Success Managers (CSMs) are crucial in ensuring that customers achieve their desired outcomes with a company’s products or services. As a remote CSM, you have the flexibility to work from anywhere while building relationships with customers, providing guidance and support, and identifying opportunities for growth and expansion. This role requires a unique blend of communication skills, problem-solving abilities, and business acumen to effectively manage customer relationships and contribute to revenue retention and growth.

This remote position at AgencyAnalytics offers an exciting opportunity to contribute to a leading marketing technology company that is empowering agencies to streamline their reporting and achieve better results for their clients. With a strong emphasis on collaboration, innovation, and customer-centricity, this role is ideal for a driven and experienced CSM who thrives in a fast-paced environment and is passionate about helping customers succeed.

Quick Tips for Applicants: Stand Out as the Ideal Customer Success Manager

1. Showcase Your Customer Success Expertise:

• Go Beyond the Basics: Don’t just list your years of experience in customer success. Provide specific examples of how you’ve successfully onboarded and educated customers, managed their accounts, and helped them achieve their goals.
• Focus on B2B SaaS: AgencyAnalytics is a B2B SaaS company. Highlight your experience working with businesses, particularly marketing agencies, and your understanding of their unique needs and challenges.
• Quantify Your Achievements: Whenever possible, use metrics and data to demonstrate the impact of your customer success efforts. For example, did you reduce churn rate? Did you increase customer lifetime value or drive successful upsells?

2. Demonstrate Your Communication and Relationship-Building Skills:

• Effective Communication: Excellent communication is essential for building rapport with customers, understanding their needs, and providing clear and concise guidance. Highlight your ability to communicate effectively through various channels, including email, video conferencing, and chat.
• Relationship Building: Showcase your ability to establish trust, build strong relationships with key customer contacts, and act as a trusted advisor throughout their journey with AgencyAnalytics.

3. Emphasize Your Problem-Solving and Analytical Skills:

• Problem-Solving Prowess: Customer success often involves addressing challenges and finding solutions to unexpected issues. Showcase your ability to think critically, analyze situations, and develop creative solutions to ensure customer satisfaction.
• Analytical Thinking: Demonstrate your ability to analyze data and performance metrics to identify trends, assess the effectiveness of customer success strategies, and make data-driven recommendations for improvement.

4. Highlight Your Passion for AgencyAnalytics and the MarTech Industry:

• Company Alignment: AgencyAnalytics is a leading provider of reporting solutions for marketing agencies. In your cover letter, convey your enthusiasm for this mission and your desire to contribute to their success by empowering marketing professionals with data-driven insights.
• Industry Enthusiasm: Express your passion for the marketing technology (MarTech) industry and your understanding of the challenges and opportunities faced by marketing agencies. Highlight any relevant experience or personal interests that demonstrate your commitment to the field.

5. Showcase Your Remote Work Capabilities:

• Self-Motivation and Discipline: Remote work requires a high degree of self-motivation and discipline. Share examples of how you’ve successfully managed your time, prioritized tasks, and met deadlines without direct supervision.
• Productivity and Focus: Highlight your ability to create a productive and distraction-free work environment at home or wherever you choose to work remotely. Describe any strategies you use to stay focused and maintain a healthy work-life balance while working remotely.

Frequently Asked Questions (FAQs)

1. What is the company culture like at AgencyAnalytics?

AgencyAnalytics fosters a collaborative, supportive, and results-oriented work environment. We value teamwork, innovation, and a strong work ethic. We’re passionate about empowering our employees to grow and develop their skills while making a positive impact on the marketing technology industry.

2. What are the benefits of working at AgencyAnalytics?

We offer a competitive salary, comprehensive benefits, and opportunities for professional development. We also promote a healthy work-life balance with flexible work arrangements and a remote-first culture.

3. What are the technical requirements for this role?

You will need a reliable computer, high-speed internet connection, and proficiency in various CRM and customer success tools, including HubSpot and Intercom. Familiarity with other marketing technologies and platforms is a plus.

4. What are the growth opportunities for a Customer Success Manager at AgencyAnalytics?

As a growing company, we offer numerous opportunities for career advancement and professional development. You’ll have the chance to take on new challenges, expand your skillset, and contribute to the company’s success in a meaningful way.

5. How does AgencyAnalytics promote diversity and inclusion?

AgencyAnalytics is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We value the unique perspectives and contributions of all our employees and are dedicated to creating an environment where everyone feels welcome, respected, and supported.

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