Job Description

PathFactory is revolutionizing the way that B2B companies interact with their buyers. In much the same way that modern publishing platforms like provide a fantastically micro-personalized experience based on your past content consumption. That\xe2\x80\x99s what we\xe2\x80\x99re bringing to marketing at - hyper-relevant content recommendations that encourage your audience to binge your content and create self-directed journeys at scale.

PathFactory helps B2B marketers understand the role of content in the buyer\xe2\x80\x99s journey and discover a new class of data to optimize the path to purchase. PathFactory uses this data and insight to optimize content delivery across every channel, connecting buyers with the most relevant information wherever they click.

As a Customer Success Manager, you will work closely with our customers to help them adopt all areas of our product while delivering insights and recommendations that result in measurable client value. You will be a combination of product and use case evangelist and project manager. With the help of a variety of teams at PathFactory, you will ensure customer engagement and success against key business outcomes. You are a people person, have exceptional communication skills, and are a go-getter in life.

We\xe2\x80\x99re looking for sharp marketing strategic minds with hands-on experience designing, running, and optimizing demand generation campaigns on a daily basis. We expect you to have a solid knowledge of marketing automation systems and some vendors in the marketing technology space.

What is a typical day at PathFactory like for Customer Success Managers?

• Build and maintain customer loyalty and advocacy by delivering insights and strategic recommendations, throughout the customer lifecycle, to proactively drive adoption of the PathFactory product in alignment with the customer\xe2\x80\x99s marketing goals and current technology stack.
• Proactively share use cases, case studies, best practices, and stories to inspire clients to become exceptional marketers and succeed in achieving their companies\xe2\x80\x99 goals.
• Participate in PathFactory Customer Marketing initiatives, such as the Success Series, to further engage and educate our customers.
• Assist in resolving ongoing technical problems by collaborating closely with the Customer Support and Solutions Architect Team
• Collaborate with Account Executives and other Customer Success Managers to retain and grow existing business, including managing renewal negotiations.
• Constantly seek opportunities for personal and team improvement, contributing to the enhancement of processes.
• Perform additional duties as assigned.

What does PathFactory look for when hiring Customer Success Managers?

• You are customer-centric, naturally curious, and dedicated to ensuring customer satisfaction while representing PathFactory. You leave no stone unturned in an effort to delight the customer.
• You have a unique ability to translate customer requests into action, whether it\'s developing marketing strategies, campaign tactics, or leveraging insights from the data in their instance. We move at Intelligent Speed and your ability to demonstrate this is key to your success and ours.
• You embrace a growth mindset, are highly coachable, and have a keen interest in gaining market knowledge, developing your Customer Success skills, and learning our product and processes to excel as an individual contributor.
• You possess outstanding organizational, prioritization, and time management skills, as well as strong written and verbal communication abilities.
• You have proficiency in Salesforce and working knowledge of Marketing Automation Platforms (e.g. Eloqua, Marketo, Adobe Campaign, etc.). Familiarity with the digital marketing space and a passion for MarTech is beneficial, as that\xe2\x80\x99s what we do!
• You are dynamic with excellent presentation and public speaking skills as you will be presenting to a broad range of customers, including CEOs and other stakeholders.
• You have a talent for solving complex situations, making effective decisions, and seeking assistance from your teammates when needed.
• You have a self-starter mindset, thriving in an innovative environment and readily filling in gaps as necessary.

Excited about the prospect of this role but don\xe2\x80\x99t meet all the requirements mentioned? Don\xe2\x80\x99t hesitate to apply! We are eager to learn more about you and discover whether you could be a great fit at PathFactory.

Preferred Location:

PathFactory is a remote-first company and will consider qualified applicants located anywhere in Canada.

Our Interview Process:

We know that looking for a new role can be both exciting and time-consuming, and we want to thank you in advance for taking the time to apply to PathFactory. To help you understand our interview process, please see the potential next steps below:

• 30-minute (audio) screening call with our Talent Acquisition Specialist to give you a better insight into the role and PathFactory as well as give us a chance to learn more about your unique experience and skill set.
• 30-minute (video) interview with our hiring manager to discuss your experience in-depth and give you the chance to learn about the manager\xe2\x80\x99s leadership style and the expectations of the role.
• A take-home assignment for you to showcase your experience and problem-solving skills!
• 60-minute (video) team interview! This will give you an opportunity to walk the team through your assignment as well as an exciting chance for you to meet with potential colleagues on the CX team.
• 30-minute (video) interview with our Vice President, Customer Experience as a final step in the process to get to know our leadership and get a sense of the direction of our organization.

Why Work at PathFactory?

This is where we get to boast a little about why we\xe2\x80\x99re awesome and why it would be awesome for you to work with us. PathFactory is a fast-growing, innovative marketing technology company with a corporate culture that values individuality and diversity. We work hard and play hard and we do both with passion and respect for one another. Our company promotes a fast-paced, fun, friendly, and highly collaborative work environment. PathFactory\xe2\x80\x99s leadership is transparent, approachable, and committed to the growth of each and every team member. Weekly all-hands meetings, company events, and an Employee of the Quarter Award for the team member who best embodies our values \xe2\x80\x93 these are all cherries on top of the PathFactory cake!

• Generous medical, dental, and vision coverage
• 2 days paid VTO (volunteer time off) every year to help impact your community
• Education & learning stipend for personal growth and development
• Flexible vacation time to promote a healthy work-life balance
• Continuing Business Education through monthly \xe2\x80\x9cDevTalks\xe2\x80\x9d with global thought leaders

Don\xe2\x80\x99t forget to check out our and reviews to hear from our customers too.

Interested? We\xe2\x80\x99d love to hear from you

If you believe you have the right stuff, apply below. Attach your resume and a short cover letter telling us why you are the right person for this job! We are marketers, not HR people, so feel free to let a bit of your personality come through.

PathFactory is an equal-opportunity employer.

It prohibits discrimination based on age, colour, disability, national origin, race, religion, sex, sexual orientation, and any other legally protected class in accordance with applicable federal, provincial, and local laws. PathFactory is committed to creating and maintaining an inclusive and accessible workplace. If you are contacted for an interview and require accommodation during the interviewing process, please let us know.

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