Operations

Customer Success Manager (Remote)

Preferable Location(s): New York, United States of America | Toronto, Canada
Work Type: Full Time

We are seeking a Customer Success Manager to join the HomeX team! As Customer Success Manager, you will be responsible for developing enterprise customer relationships that promote retention and loyalty. You will work closely with customers to ensure they are satisfied with our solutions and to help improve upon any areas of dissatisfaction. You will work closely with business leaders across strategy, product, and technology to deliver optimal customer experiences and outcomes. You’ll begin as an individual contributor, but will have potential for growth into managing direct reports as the organization scales. 

This is a highly visible, client-facing and cross-functional role with the opportunity to impact our growth in 2022 and beyond. The best candidate for this role is customer-obsessed, confident, collaborative, resourceful, agile, and analytical, ideally with experience in enterprise customer success or management consulting. This opportunity is well suited for someone who wants to learn, have an impact, and get hands-on experience at a fast-growing technology company.


Key Responsibilities

  • Build strong relationships and know each one of your enterprise customers
  • Oversee and manage the implementation of new enterprise customers
  • Drive future growth and expansion from existing enterprise customers
  • Create customer feedback mechanism and hold structured Quarterly Business Reviews with each enterprise customer
  • Partner with stakeholders across strategy, product, and technology teams to deliver optimal customer experiences and outcomes
  • Collect, analyze and report data with a focus on identifying key trends and demonstrating ROI
  • Create case studies, obtain customer testimonials and directly impact NPS
  • Maintain a structured view of enterprise customer relationships


About You

  • Sympathetic: You are driven to understand customer mindset and pain points.
  • Team-Oriented: You excel at collaborating across the organization. You can move easily between stakeholders, including strategy, product, and technology teams.
  • Great Communicator: You have a natural ability to build relationships and are a master of the written word, with excellent attention to detail.
  • A Believer: You understand that technology can simplify, delight and enhance our lives and hope to help drive innovation throughout your career.
  • Startup Mentality: You thrive in a fast-paced, high-intensity environment where you balance multiple projects and can prioritize your work both short and long term.
  • Driven: You are motivated to achieve success both at work and in your personal life.
  • Commercially Aware: You understand that each enterprise customer relationship plays a critical role in the development and growth of our business.


Desired Qualifications

  • A knack for building great relationships
  • An entrepreneurial spirit seeking explosive growth opportunity at a fast-growing tech startup
  • Highly detail oriented
  • Strong mix of quantitative and qualitative skills - business athlete with ability to wear multiple hats
  • Able to organize your time and work autonomously
  • Relentless optimism and positivity
  • Strong ability to analyze and synthesize data, present data in digestible formats, and clearly articulate insights to enterprise customers and business leaders
  • Experience in enterprise customer success or management consulting
  • Must reside in Toronto or New York

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