Customer Success Manager

Boast Capital
Calgary, AB
30+ days ago

Job Description

Each year the US and Canadian governments give out billions of dollars in R&D tax credits and innovation incentives to fund businesses, but the application process is cumbersome, time-consuming, and receiving the money can take 12+ months.

Boast.AI is building the future of tax credit recovery with artificial intelligence so companies can get more money, faster for less time and risk.

Boast’s mission is to help innovative companies become successful. While we serve that mission through our product, we’ve also built a non-profit community of 90k+ technology professionals called Traction to take that mission further, bringing leaders from the fastest growing companies like Google, Shopify, Twilio, Slack, LinkedIn, Zoho, GitHub, Cloudflare, and many more to share advice via weekly webinars, regular meetups, and an annual conference.

We've secured $123M USD in funding and have been featured in TechCrunch, VentureBeat, Fox Business, Forbes, and other publications as a force in the space.
The Customer Success Manager (CSM) role is an instrumental role in the long-term success of our customers and our business. You will be working with our clients throughout their journey post-sale to ensure they obtain the full value from Boast.
You will own the relationship and success of a portfolio of customers including customer satisfaction, onboarding, adoption, customer satisfaction, revenue, churn, referrals, and reference-ability.

As an early CSM at Boast, you will also contribute to building the foundation for the CSM motion and have a significant impact beyond the traditional scope of a CSM role.

Come join our mission to drive innovation and entrepreneurship through technology!

What you'll do:

  • Partner with customers to establish a mutually agreed-upon Success Plan, outlining the value that Boast.AI can deliver utilizing our product, service, and community
  • Form close relationships with our customers, including CSMs, Managers, Directors & VPs
  • Run initiatives and program to increase net retention, customer satisfaction, and revenue expansion via upsells, referrals, and reference-ability
  • Define, prescribe & drive action aligned to the execution of each customer’s above Success Plan. Proactively identify and mitigate risk in each customer’s ability to achieve their goals
  • Teach customers how to independently leverage product features, strengthening their knowledge & confidence in using Boast.AI
  • Proactively pull, track, and analyze both quantitative and qualitative data to identify insights. Connect data to customer value and communicate a clear narrative that drives action back to your customers
  • Maintain routine monthly check-ins with customers, in addition to Quarterly Business Reviews
  • Partner internally with cross-functional teams such as Sales, Product, Engineering, and Marketing. Convey the voice of the customer internally in an effort to inform other functions on how best we can support and add value to our customers
  • Consistently put forward product enhancement recommendations based on personal experience & on insights gained from customers
  • Actively contribute to the analysis, planning, and execution of CS processes to help us lay the foundation for the CSM function at Boast.AI

What you'll need:

  • Discernible passion for Customer Success, and for creating memorable customer experiences
  • Demonstrated experience in a consultative customer-facing role, ideally having managed enterprise-level accounts for 3+ years
  • Ability to influence & drive action through others, coupled with the ability to be a proficient listener
  • Ability to think quickly on your feet and answer unexpected questions with ease
  • Eagerness to learn, with the ability to receive and implement feedback quickly

Why you'll love working here:

  • Competitive salary + benefits
  • Remote first and flexible work culture
  • Open and transparent management structure – collaboration is how we make decisions happen
  • Career growth within this role, including leadership and product innovation opportunities
  • Continuous learning opportunities to promote personal and professional growth
- Generous vacation time, encouraging you to take the time you need - we trust you to strike the right work/life balance
  • Annual company retreats in tropical destinations and periodic team-building outings
  • Access to our community events and conferences


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