Customer Success Manager

About the company

Baseline.io is an innovative Software as a Service (SaaS) company dedicated to transforming municipal management through our industry-leading solution called Citycare.

Our mission is to enable municipalities to optimize their operations and improve the well-being of their communities.

Workplace

Telecommuting with occasional travel for in-person meetings with clients, trade shows, meetings with your manager as well as meetings with remote staff under your supervision.

Job Mission Statement

Help customers achieve the most value, the fastest, using our products and services in the most effective way by providing them with the training, change management, implementation planning and technical support needed to keep them happy , while constantly maximizing their use.

Key performance indicators

• The predictive indicator is revenue and usage growth per customer.
• The lagging indicator is customer retention during renewals.

Job Description

We are looking for a passionate and motivated Customer Success Manager to join our team.

Your role will be crucial in encouraging municipalities to begin using the system in the free trials they’ve signed up for.

You’re responsible for guiding them through the orientation, initial use and adoption phases. You will support them during this critical phase to help them discover the value of our system, until they reach a usage threshold that encourages them to sign up for a paid subscription.

The initial usage starts with the implementation of Copilot.

Expected results

You are responsible for developing customer relationships that promote trust and loyalty. To achieve this, you and your team must work closely with customers to ensure that they are satisfied with the services they receive as well as resolve their queries and dissatisfactions quickly.

You need to know the solutions Snowman, Citycare, Govern, Airside And Driven by the company from top to bottom.

In addition, it is essential to fully understand the vision, mission, and strategic plan of the company.

You and your team will often be called upon to provide technical support to customers or provide training on the products they are using.

Beyond basic support, your goal is to help prospective customers plan and understand the best ways to use our solutions based on their specific business needs, and get them to a point where they are convinced our solution meets their needs, and they are ready to request a quote and purchase a paying monthly subscription.

Our Customer Success department is relatively new and rapidly evolving. Continuous improvement and agile evolution are necessary.

Main responsibilities

• Promote free trials of Citycare to municipalities.
• Support prospective paying customers in the orientation, initial set-up, use and adoption phases.
• Monitor the progress of municipalities and intervene if necessary to ensure their satisfaction and commitment.
• Participate in trade shows (4 to 6 per year) and organize face-to-face meetings (only with clients which are located in close driving distance from your work location) with clients, while managing the majority of interactions via video calls and emails.
• Monitor customer account usage and work strategically to meet thresholds that will lead to paid subscriptions.
• Improve the customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customer issues and track issues to resolution
• Maintain accurate records and document customer service actions and discussions in existing systems
• Respect and manage the approved budget
• Maintain an orderly workflow based on priorities
• Possess an overall relationship with assigned clients
• Establish a strategic trusted advisor relationship with each assigned client and generate ongoing value from our products and services.
• Increase adoption, ensure customer retention and satisfaction.
• Minimize “time to value” for each new customer we onboard
• Develop, prepare and maintain customer relationships so that they refer us.
• Work with clients to establish critical objectives or other key performance indicators and help the client achieve their goals.
• Work to identify and/or develop additional sales opportunities.
• Represent and advocate for customer needs/issues cross-departmentally, being their voice internally.
• Escalate technical issues to the right internal resources.
• Go beyond customer expectations.
• Providing customers with the consulting expertise needed to justify the purchase of a paid subscription
• Potentially evolve into a management position, including recruiting, training and managing other customer success managers, distributed across Canada and the United States.

Parallel responsibilities

In addition to the responsibilities outlined, your role will also include the documentation, prioritization, and testing of new features which are required to help customers obtain the most value from our solutions. You will work in parallel with the product team members, the scrum master, as well as the developers as required.

• Help define the product vision and strategy
• Conduct market research and analysis with existing clients
• Gather and prioritize customer feedback
• Work with engineers and designers to develop the product
• Help prioritize the product roadmap and release schedule
• Test and validate new features
• Track and analyze product metrics
• Communicate with stakeholders about the product
• Assist in all ways possible to continuously improve the product

Required Qualifications

You must have excellent interpersonal skills, be a strong leader, highly organized and have experience leading others. Written and oral communication must be fluent in French and English.

• Significant experience in a sales, customer success role, preferably in the SaaS software or technology sector.
• Excellent communication skills in French and English, both oral and written.
• Ability to work independently and manage multiple tasks simultaneously.
• Strong interpersonal skills and ability to build trusting relationships with clients.
• Availability to travel to Canada & US and participate in trade shows.
• Ability to progress into a management role and lead a team.
• Customer service and sales orientation
• Experience in supervising and managing a team (nice-to-have)
• Knowledge of customer service best practices
• Proven professional experience as a customer service manager
• Experience providing customer service support
• Excellent knowledge of management methods and techniques
• Fluency in English and French, written and spoken
• Working knowledge software, databases and customer service tools
• Awareness of the latest technological trends and applications in the industry
• Ability to think strategically and lead
• Strong customer facing and communication skills
• Advanced troubleshooting and multitasking skills
• Strong technical aptitude and ability to learn software
• Ability to work closely with the product team, helping to guide product evolution that meets customer needs
• Experience with Customer Relationship Management (CRM) software, preferably Hubspot CRM
Experience with using and configuring ticket management systems

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What sets you apart from the rest
You're an 'A Player', and demonstrate these abilities;

• Passion. You are driven, goal oriented and have a can do, positive attitude to get things done. Moving forward is the only way to move for you.
• Integrity & Respect. You don't cut corners ethically. You demonstrate respect in everything you say and do. You earn trust and maintain confidence. You do what is right, not just what is politically expedient. You speak plainly and truthfully. You show authenticity and vulnerability and are no afraid to own your strengths, weaknesses and even mistakes. You are comfortable being you.
• Innovation. You look at the bigger picture and think outside the box to continuously bring fresh new ideas and approaches to the table - you are not afraid of doing things differently and challenging the status quo.
• Quality. You care about delivering results that meet or exceed expectations. You ensure the accuracy, and completeness of your work and don’t let important details slip through the cracks or derail a project - what we build has to be better.
• Efficiency. You're able to produce significant output with minimal wasted effort.
• Organization and planning. You plan, organize, schedule, and budget in an efficient, productive manner - focusing on key priorities.
• Aggressiveness. You move quickly and take a forceful stand without being overly abrasive.
• Follow-through on commitments. You live up to verbal and written agreements, regardless of personal cost.
• Intelligence. You demonstrate the ability to quickly and proficiently understand and absorb new information.
• Analytical skills. You are able to structure and process qualitative or quantitative data and draw insightful conclusions from it - you exhibit a probing mind.
• Persistence. You demonstrate tenacity and willingness to go the distance to get something done.
• Proactivity. You act without being told what to do and bring new ideas to the company.