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Job Description
Senior Customer Success Manager (Remote)
Senior Customer Success Manager | Link2Feed |Canada
About Link2Feed
Link2Feed is a social impact, software as a service (SaaS)company that’s focused on helping mission-driven organizations tackle...
Login to continue About Link2FeedLink2Feed is a social impact, software as a service (SaaS)company that’s focused on helping mission-driven organizations tacklepoverty relief in their communities. As a Certified B Corporation, wemeasure our impact by more than just profits. Our customers have a visionfor profound impact. From national nonprofits and state governments tovolunteer run local church groups, Link2Feed’s software is helpingorganizations of all shapes and sizes transform the way they serve theircommunities. Learn more at www.link2feed.com.Summary:In This Role, You Will:Be responsible for customer satisfaction and NPS for a mixed caseloadof medium direct customers and large enterprise accounts (total annualrevenue of $2m+)Manage new customer implementations, including systemsetup,configuration and training.Mentor junior team members and provides feedbackIdentify client needs to provide them with the feature/productfunctionality to meet their rollout goals and increase their socialimpactAssess opportunities for process improvements acrossonboarding/implementation and ongoing relationship management. Documentprocesses and improvements.Qualifications:3+ years working in a SaaS company2-3 years as a customer success rep for large, SaaS enterpriseaccounts2-3 years of experience managing new software implementations withcomplex system configurations Experience managing annual recurring revenue of $2m+, with net revenueretention of 105% Mentorship or formal management experience for junior staffBackground in a metrics oriented customer experience teamProficiency with ZenDesk or other support ticketing systemsKey Skills:Mission-driven and passionate about helping human servicesorganizations accelerate their mission with great technology; Entrepreneurial mindset who can thrive working in a small, driven teamand loves the feeling of wearing multiple hats to make a big impact;Ability to see the opportunity to help customers in new ways, includingintroducing them to new products and features to grow the business;Strong customer champion who believes that customers are the heart ofevery organization with the ability to be the voice of the customer. Relationship management and analysis skills to measure and understandhow happy customers drive business and social impact;Strong process mindset and critical thinker who is excellent atthinking about how something should work and how to explain that thing toother people; Personal ownership for business process and documentation.Other Details:Location: RemoteBenefits: 401k Matching, Medical, Dental and Vision healthcarecoverage, Unlimited PTO, Paid Holidays, Volunteer Time Off, Parental Leave,and many more flexible benefit offerings. Show more Show lessTagged as: remote, remote job, virtual, Virtual Job,virtual position, Work at Home, work from home