Job Description

Who we are: Amilia is more than just a tech company - we're a close-knit community made up of caring, entrepreneurial-minded individuals. Our multi-disciplinary team members will challenge and support you on every project. We care about our work, our colleagues, and our clients!

What we do: We provide an eCommerce platform for activities and recreation. Our platform enables organizations to engage and connect with their community by making it easy to find, register, and pay for activities online.

How we do what we do: We provide all our team members with the tools and flexibility they need to succeed every day. We also put an emphasis on collaboration and encourage everyone to bring new ideas to the table, even if it's outside of your department.

Why we do what we do: We're not just here to sell software - we want to revolutionize the way recreation organizations leverage technology. Every Amilian is incredibly invested in our mission to disrupt the status quo and help our clients achieve great things.

What can you expect:

As a Customer Success Manager at Amilia, you will be crucial to our long-term growth and profitability by helping clients maximize value from our product. You will act as a trusted advisor, account owner and be the main point of contact for our clients, coordinating with various cross-functional teams to handle onboarding, support, adoption, advocacy, renewals and retention. By owning the success of our customers and demonstrating a passion for customer experience, the team proactively supports our own company's success.
An ideal applicant for this role will have previous CSM experience in a B2B SaaS company.

You'll be responsible for:

• Identifying growth opportunities such as up-selling and cross-selling and maximizing the account lifetime value;
• Ensuring product adoption and proficiency by sharing our knowledge base, articles, tutorials, webinars, etc...;
• Ensuring the timely and successful delivery of our solutions according to customer needs and objectives;
• Managing accounts and minimizing churn by conducting check-in calls, sharing product knowledge, finding solutions and resolving conflicts;
• Performing quarterly and yearly strategic business reviews with clients to align with objectives and outcomes;
• Developing a firm understanding of the client's industry, strategies, and goals;
• Delivering efficient documentation, communication, and disseminating information regarding account activities;
• Communicating account performance to internal and external stakeholders on a regular basis.

What we want from you:

• A minimum of 4 years as a Customer Success Manager in a B2B environment;
• Experience in eCommerce or SaaS environment;
• Experience working with a CRM (Salesforce) and logging customer interactions;
• Diligence and organization in follow-up processes;
• Excellent English verbal and written communication skills, including the ability to chair meetings or host webinars at all levels of the organization, including C-level;
• Strong empathy for customers and a passion for revenue and growth;
• Exceptional time and task management, project management, teamwork, meeting facilitation, and communication skills.

What you will get from us:

• A competitive and progressive salary;
• A group RRSP employer contribution up to 5%;

• A group insurance for you and your family as well as an Employee Assistance Program (EAP);
• A $500 wellness allowance per year;
• The possibility of working in the office or at home, anywhere in Quebec, and up to 3 months abroad per year;

• A strong work-life balance: flexible hours, minimum of 3 weeks' vacation, sick and personal days, and year-round mini-Fridays;
• A dedicated Learning and Development Specialist;
• Skill development opportunities through engaging workshops, trainings, access to Udemy and opportunities to attend conferences;
• Companywide and team bonding activities to connect with your peers throughout the year;
• Weekly Bootcamp and Yoga classes for Amilia;
• 25% discount on annual membership for STM and EXO;

• Up to 15 hours of group volunteering paid per year;
• In-office snacks, including fresh fruit baskets, coffee, beverages, and free drinks.

Amilia is committed to the principle of equal employment opportunity and encourages applications from women, members of visible minorities and ethnic groups, Indigenous Peoples, persons with disabilities, or any other status protected by the laws or regulations of the Province of Quebec. Amilia is committed to providing a work environment free of discrimination and harassment. Amilia's strength lies in the sum of the ideas and innovations shared by its diverse and inclusive teams.