Customer Success Manager
- Customer & Community
- 70K - 75K CAD a year
Pebble is growing our team:
We are seeking a Customer Success Manager to join our passionate team of innovators, collaborators, and go-getters. In this role, you'll work closely with our users and team to build our customer success framework, drive adoption, manage business processes, and grow our business.
At Pebble, we're on a mission to help real estate investors, specifically land investors, scale their operations. We're looking for someone to join us who's as passionate as we are about innovation, collaboration, and competitiveness.
This is a remote position that allows you to work from anywhere you want. You'll collaborate with a dynamic 10-person team who are located around the globe - from Canada, USA, Poland, Philippines, Morocco, and Korea.
As a Customer Success Manager at Pebble, you'll be at the forefront of our effort to deliver exceptional customer experiences. You'll work closely with our users to maintain and grow relationships, identify expansion opportunities, and ultimately achieve negative net churn. You'll also have the opportunity to shape our customer success strategy and drive innovation throughout our products.
We push our team members to be creative, take ownership of their work, and make a meaningful impact on our customers' success. This is your chance to join a team of passionate individuals who are dedicated to delivering exceptional experiences while making a positive impact on the world of real estate investing.
If you’re a person who’s driven by customer happiness and success, then this role is made for you.
Who you are:
You love inspiring others with enthusiasm
You have a never say never attitude
You have experience working at a tech company
What You’re good at:
Collaborating with others to drive best practices
Working directly with clients to achieve success
Communicating with fellow team members
Identifying opportunities for product expansion
What You’ll Do:
Develop and execute onboarding plans and strategies to maximize adoption and retention, and identify opportunities for account expansion and revenue creation.
Plan, strategize and use data insights to track customer success and help the team make data-driven decisions to optimize onboarding and customer success processes.
Collaborate with cross-functional teams to drive customer success and product improvements.
Proactively advise customers on how to improve their performance and increase their return on investment.
Manage and clearly communicate the benefits of new product features and ensuring customers promptly adopt them.
Run live demos and provide training sessions to customers.
Quickly identify and escalate critical issues to the relevant teams and work closely with product and engineering teams to ensure issues are resolved.
Develop and nurture customers into advocates to increase brand awareness and build a sense of community.
Continuously gather feedback from customers to improve the product and customer experience.
Build and maintain relationships with key partners and customers.
Analyze customer feedback and data to develop insights and recommendations for the product and the business.’
What you’ll need
The following experience is relevant to us:
At least 2 years of professional experience in Customer Success or Account Management.
Experience in building and maintaining strong relationships with customers.
A great track record of expanding revenue and mitigating customer churn.
Experience working closely with other functions like Marketing, Sales, and Product.
Excellent communication skills, a great listener.
Experience working with customer communication tools like Helpscout, Intercom or Hubspot (or equivalent)
Fluent with tracking data and comfortable with tools like Excel or Google Sheets.
Ability to strategize and think critically about customer issues.
Self-motivated and able to work in a fast-paced environment.
Familiarity with CRM tools and customer support software.
Why join us:
If you're driven by customer happiness and want to take on new challenges, then we want you to join Pebble. We promise you'll grow, learn, and make a difference while working alongside incredible mentors. We’re a team that loves what we do and we all thrive on our ability to make an impact.
Here’s what you’ll get:
3 weeks of vacation
Flexible and remote work environment
$1,200 per year for home office expenses
Please send your resume and a cover letter highlighting your experience in customer success and how you would contribute to Pebble's success.
In addition, feel free to include a short (1-2 minute) video introduction of yourself. Please briefly introduce yourself, explain why you're interested in this role, and what you think you could bring to Pebble's customer success team.
- Workday must overlap by at least 5 hours with Vancouver, BC, Canada
- Must be a resident of Canada