Customer Success Manager [Remote]

We're Hiring!

We're looking for brilliant thinkers to join our #Rocketeers. If you've ever wondered what it's like to work in a place where people enjoy their work and where talent is more important than the title, then keep reading.

What is ScalePad?

ScalePad is a market-leading software-as-a-service (SaaS) company with headquarters in 3 major cities of Canada; Vancouver, Toronto and Montreal. However, we are proud to say our employee reach is now global so we can best serve our partners all over the world.

Our success is no accident: Our award-winning platform strengthens connections between Managed Service Providers (MSPs) and their clients. Trusted by more than 10,000 partners worldwide, ScalePad’s applications are used by MSPs to improve their clients' overall IT environments and enhance the client experience. The Best Apps in Your Stack™️ deliver actionable insights that lead to enhanced service delivery through automated data collection and analysis. You can contribute to our innovation and appreciate how your work is helping take this company to a higher level of operational maturity. More on that here.

Your mission should you choose to accept it.

As a Customer Success Manager, you will guide & advise a wide variety of customers, ensure they launch ScalePad products successfully and are continually driving business value. You'll work closely with customers to discover their business needs and challenges. This also includes coaching them on the best ways to use ScalePad products to solve their main pain points. You’ll collaborate with ScalePad’s Account Executive and Account Management teams to coordinate the best customer experience while adopting our ScalePad products.

Responsibilities.

• Deliver consultative technical customer onboarding support via both email, zoom and phone
• Facilitating customer workshop webinars aimed at educating product value and disseminating best practices.
• Foster continuous engagement among new customers throughout the onboarding journey
• Proactively follow up with new partners to overcome any hurdles and ensure adoption
• Ensure existing partners remain engaged with the platform by providing product updates and guidance on best practices
• Coordinate and conduct multiple Zoom consultations with customers’ technical teams, guiding them through setup, configuration and best practices
• Serve as liaison between clients and the support team if any technical issues or limitations arise during onboarding process
• Provide prompt and effective responses to customer requests

Qualifications.

• 2+ years of experience in a customer success/support role, preferably in a SaaS environment
• Strong communication skills; able to express yourself in a clear, concise and empathetic manner
• You are an active listener- capable of understanding customer needs and ensuring they’re addressed in a timely manner
• Adaptive and have no problem constantly learning about a changing technical product
• Able to quickly iterate and improve as a perpetual learner and teacher
• Have a strong sense of time management
• Pay incredible attention to detail
• Have a proven ability to multitask, stay organized and work rapidly in time-critical situations
• Ability to build rapport with our partners
• A strong desire for continued professional growth

Preferred skills:

• You have experience within the MSP industry or adjacent IT industry
• You have experience with a MSP PSA tools

Perks, Perks, Perks.

• Mentorships by industry veterans with a 100% track record of industry success in funding and scaling software companies creates endless career opportunities.
• Training and professional development budget provided to help advance your career and skills (available every year to every employee).
• World-class offices and facilities in downtown Vancouver and Montreal, for locals seeking a hybrid experience.
• Brand new, top-of-the-line hardware, and equipment providing an ideal working environment either at home or in the office.
• A top benefits package including 100% extended health and dental.
• Monthly stipend to assist with creating the best hybrid work experience.
• Employee Stock Options provided to all eligible employees!

Work-Life Balance.

ScalePad is not your typical software company. When we hire you, we aren’t just offering you a job, but rather we are committing to investing in both you and your long-term career. You'll help shape how this modern SaaS company operates and make a genuine impact on the future of our people, product, and partners.

We invite all qualified candidates to apply. Please note, you must be eligible to work in Canada to be considered for this role. We thank you for your interest. However, only successful applicants will be contacted.

At ScalePad, we believe in the power of Diversity, Equity, Inclusion, and Belonging (DEIB) to drive innovation, collaboration, and success. We are committed to fostering a workplace where every individual's unique experiences and perspectives are valued, and where employees from all backgrounds can thrive. Our dedication to DEIB is woven into the fabric of our culture, guiding our actions and decisions as we build a stronger and more inclusive future together.

Join us and be part of a team that celebrates differences, embraces fairness, and ensures that everyone has an equal opportunity to contribute and grow. Together, we're creating an environment where diverse voices are not only heard but also amplified, where everyone feels valued, and where we can all achieve our full potential.

Please no recruiters or phone calls.