Customer Success Manager Education Vertical Future Opportunities

We do not have an open CSM position at the moment but we will in the near future. If we think you are a good fit, we may reach out to your for a preliminary phone screen before a role becomes available. Thank you for your patience and we can’t wait to meet you.

ThoughtExchange is the world’s most trusted engagement and survey platform for leaders who drive change and alignment. We support a diverse range of clients from top school districts across North America to Fortune 500 companies and Public Sector innovators. We’re also winners of Quartz’ Best Companies for Remote Workers and Canada’s Top Growing Companies.  Join us on our journey to accelerate change for good through inclusive problem solving!

We are looking for a Customer Success Manager that plays a crucial role in creating happy, healthy, lifelong customers. As a first point of contact for customers, the CSM will focus on engagement, adoption, retention, and expansion of our product. They will also stay on top of new product releases while translating strategic customer goals into high-value exchanges. CSM’s also have a focus in supporting renewals and will carry revenue quota. This exciting position gives the opportunity to make an impact in some of the top school districts that we work with across North America. 

Please note that this role is remote and open to candidates based in Canada. Travel within North America is expected a few times during the year.

What You'll Do:

• Drive adoption and usage of TE: Execute on value-based exchange cadences with customers/leaders. Use data and leading indicators to proactively identify customer risk and work to improve customer health.
• Customer relationship management: Be a trusted advisor and valued partner to your customers; be strategic in identifying and developing relationships with key individuals in order to scope and ensure upsell and renewal goals; cement perception of value.
• Discover and Prove Value to Executive Sponsor: Understand what value means to the customer via ongoing discovery and success planning. Provide customers with quarterly business review/reports. Proactively engage with existing customers to review overall account health, customer outcomes, new product offerings, and provide consulting to sustain and grow our footprint within existing accounts.
• Account Management for the purposes of renewal and upsell: Follow a strategic and commercial approach to managing the end-to-end renewal process for a portfolio of assigned customer accounts. Actively look for and close opportunities for upsells within existing accounts.
• Representing the voice of the customer: Deeply understand customer needs for product features, and advocate for these by connecting with internal product teams. Stay informed and up to date on all existing and upcoming product features and their value proposition.
• ADEI; Support our Anti-Racism and Diversity, Equity and Inclusion (ADEI) mandate by (at a minimum) being aware of our ADEI commitment and initiatives and completing all required ADEI training.

What We Think Is True About You:

• You have a minimum 3 years of work experience in customer success or account management, preferably in SaaS
• You have a minimum 1 year of quota-carrying experience based on renewals
• You have experience managing a challenging book of business
• You have extensive experience working with clients to generate excitement and build confidence in the product’s value proposition
• You have strong expertise in technical training
• You have experience with coaching clients within senior leadership roles on how to use a product to achieve high-value business goals
• You have hands on experience with CRM or similar software
• You have working proficiency in Microsoft Office Suite and Google Suite

Nice to Have:

• Experience working in the Education vertical is preferred
• Experience with B2B SaaS sales with a yearly or multi-year renewal cycle is preferred
• Experience with supporting a complex, unique product is preferred
• Experience in a fast-paced, dynamic startup/scale up is preferred

The base hiring range for this role is $78,000-$86,000 CAD ($111,000-$122,000 CAD On-Target Earnings). Your specific compensation within this range is determined based on your job-related skills, knowledge, experience, and our internal equity assessment.