Account Manager at Merkle Science developing long - term relations with clients in blockchain transaction monitoring. Advocating for customer requirements and ensuring successful delivery of solutions.
About the role
- Customer Success Manager enhancing customer relationships at a climate tech start-up in Vancouver. Engage customers throughout their journey from onboarding to renewal while driving retention and expansion.
Responsibilities
- Maintain ≥90% gross retention of Restorative Partners
- Achieve renewal discussions initiated ≥3 months before contract end in 90% of accounts.
- Drive expansion opportunities equal to 10% of book ARR.
- Partner with Sales to close at least 2 upsell/cross-sell deals.
- Provide insights that result in 1-3 roadmap, CS process improvements to scale or marketing changes implemented
- Represent the company in customer-facing events (webinar, case study, panel) involving min 30% of key customer base.
- Foster a deep connection with customers that transforms satisfied customers into enthusiastic advocates and raving fans of Veritree.
- Take ownership of the onboarding process, ensuring a smooth transition for new customers.
- Act as a bridge between customers and technical support, ensuring timely and effective assistance and training.
- Partner closely with customers to understand their unique needs and goals.
- Gather feedback, insights, and suggestions from customers and communicate this information to internal teams.
- Demonstrate a commitment to ongoing learning and experimentation.
Requirements
- 4+ years of B2B customer-facing experience with a high degree of comfort meeting and presenting to executive-level contacts.
- Exceptional communication skills whether over email, phone call, video call, or in-person.
- Proficient using Excel, Hubspot (or other project management tool), Slack, and Google
- Experience working in a fast-paced work environment with the ability to work independently, prioritize responsibilities, and manage time effectively. You thrive in a fast-paced, sometimes ambiguous environment with little or changing processes
- SaaS experience is highly beneficial but we recognize experience comes from all walks of life
- You have a strong bias for action and diving in to learn the ins and outs of our products and services.
- Your strong and curious nature makes you unafraid to ask questions about our products, business, and our partners’ goals.
- You are driven to help others succeed, both our customers & your colleagues!
- You are a creative thinker and problem solver who loves to tell stories.
Benefits
- Competitive salary with a performance-driven framework that ensures fair and consistent compensation reviews, tied to individual impact and business growth
- Extended health, dental, and vision benefits
- Additional Health Spending Account (HSA) / Lifestyle Spending Account (LSA) to support your well-being and lifestyle interests
- A variety of time-off programs, including vacation, personal days, and a 4-week remote work program each year
- Employee discount with tentree, our sister company
- A flexible, hybrid work environment designed for collaboration and focus-driven impact
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