About The Role 
 
A Customer Success Manager is responsible for developing the relationship with our customers by maximizing the value behind the use of our product, thus driving retention and loyalty. The CSM is the single point of contact and a trusted advisor to customers, responsible for their complete post-sales lifecycle. They work closely with customers to ensure they are satisfied with their services. Ultimately, the main goal of a CSM is to deliver an outstanding customer experience, ensuring the maximization of our product value to drive customer growth. 

You will act as a trusted advisor and orchestrator for our customers, ensuring their adoption of EasyPicky is smooth and that it’s providing the expected value and exceeding it. You’ll be highly results-driven, customer-focused, technologically savvy, and innovative at building internal and external relationships. You will understand your customer business need and be the voice of your customers in EasyPicky. You will be measured on your customers’ retention, expansion, and satisfaction.

 
What Will You Do 
 

• Act as the voice of the customer in the organization by collecting feedback to drive continuous improvement across all areas including products and building trusting relationships with the customers at all levels by owning the customer’s health, growth, and satisfaction. 

• Lead every aspect of the post-sale relationship; onboarding, regular check-ins, run business reviews. 

• Understand the client’s success metrics and consistently deliver on those metrics while analyzing customer usage patterns to provide insights and guidance to achieve long-term goals.  

• Establish and maintain customer satisfaction across named accounts through account planning, proactive client communications, issue remediation, containment, and performance measurement. 

• Partner with the Sales team to advance account renewals and expansion and with the Product, team to deliver functionality to the customer. 

• Have an excellent understanding of industry trends.

We want to hear from you if you have: 
 

• Experience in a Customer Success/Customer Care role. A B2B experience is a plus. 

• Strong communication, interpersonal, customer service, multi-tasking, and presentation skills 

• Your Excel skills allow you to easily manipulate large amounts of data and provide complete reporting 

• Ability to relay technical information to non-technical users 

• Previous experience in a SaaS/Technology company or fast-growing start-up preferred. 

• Resourceful and motivated to succeed 

• Fluent in English and French (additional languages are a plus)

First interview with our Talent Acquisition Specialist

Second interview with our Head of Operations

Final interview with a CEO of EasyPicky