Job Description

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 contact you 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 and . Join us on our journey to accelerate change for good through inclusive problem solving!

We are looking for a Customer Success Manager who 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 you the opportunity to make an impact in some of the top school districts & public sector clients 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
• Able to travel to Canada or the United States 4-5 times per year

Nice to Have:

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

$78,000 - $86,000 a year

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.

If you don\'t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out, apply and tell us more about yourself in your application. Research has shown that women and underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply.

ThoughtExchange welcomes applications from people with disabilities. Support is available upon request for candidates taking part in all aspects of the selection process. Finally, we know from time to time, emergencies happen, and you may need to reschedule an interview - we understand and encourage you to be in communication without worrying about losing the opportunity or your credibility.

What we offer:

ThoughtExchange wants to ensure our people are heard, supported, and cared for-so we invest in our employees. We\'re continuously asking our employees what they need to ensure we\'re supporting their successes in the workplace and in life. We are proud to offer our employees the following:

Benefits & Well-Being: From day one, you\'ll receive a benefits package focused on that includes a generous time off policy, flexible extended benefits plan options and company-wide Mental Health days off scheduled through the year. Our benefits package also includes maternity & parental leave top-up programs and access to , which offers personal & professional support services like career coaching & counselling.

Flexibility: We\'ve been for over ten years. We\'re contribution-focused, and we operate on mutual trust because we need you to feel empowered to be your best self. You know the circumstances in which you excel-where you work and how you structure your day.

Ownership: In addition to competitive pay and benefits, employees receive share options when joining the company. Additional options are awarded throughout your ThoughtExchange career based on ongoing contributions to the company.

Culture: We walk the walk when it comes to our product, and we make sure no important decisions are made without including our employees\' perspectives. We value and prioritize everyone\'s voice, so we use our anonymous, anti-bias platform to make sure people are comfortable sharing their real thoughts and feedback.

Compensation: We want you to do your best work, and part of that is being happy with your compensation. We pay fairly, taking into account all the complexities of market rates, experience, location, and demand. We believe in pay transparency and pay equity.

Connection: In addition to remote hubs of employees across Canada & the US and offices in Rossland & Vancouver, we get together once a year as a company in some pretty cool locations. We also connect virtually as a company on a monthly basis and celebrate one another in our #gratitude Slack channel.

Growth: You\'ll have the opportunity to join regular Anti-racism, Diversity, Equity & Inclusion (ADEI) and Learning & Development sessions. You also have access to an annual Professional Development stipend & to ensure you can grow in your role & advance your career.

ThoughtExchange