Customer Success Manager responsible for customer onboarding, adoption, retention, and expansion at Noibu in Ottawa. Building relationships and influencing stakeholders to achieve customer success.
About the role
- Customer Success Specialist managing onboarding and support for customers at Lumerate, a SaaS company. Ensuring effective customer engagement and issue resolution in the biotech and pharma services space.
Responsibilities
- Responding promptly to customer emails via designated support channels
- Guiding new customers through onboarding and training sessions
- Identifying and escalating complex issues to internal teams
- Aggregating user insights and relaying product feedback
- Managing renewal reminders to customers
- Deploying targeted email campaigns for customer engagement
- Maintaining accurate customer records in the CRM
Requirements
- At least 1 year of experience in customer service or customer success role, preferably in a software company
- Exposure to the SaaS business model
- Comfortable managing Midmarket accounts
- Experience executing mass campaigns to engage customers at scale
- A background in science is considered a strong asset
- Comfortable learning and navigating various software applications efficiently
- Excellent communication skills in writing and verbally
- Strong time management skills
Benefits
- Three weeks paid vacation + paid statutory holidays
- Health and dental benefits
- Paid maternal and parental leave
- $1000 annual stipend for courses and classes
- Employee Giving Program
- Upgrade to home office setup with stipend
- Opportunity to earn equity
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