Customer Success Manager

About Us:

Friendlier is the leading clean-tech in Canada dedicated to simplifying the switch from single-use to reusable packaging. With our innovative turnkey reusable packaging solution, we aim to revolutionize the way businesses approach packaging, by making sustainability easy and accessible. Our mission is to drive positive environmental impact while offering convenience and cost savings to our clients.

About the Role:

We are building the Customer Success program to drive Friendlier’s growth forward in our mission to eliminate single-use packaging. We are looking for an awesome Customer Success Manager, where you will grow a set of accounts by managing the full end to end journey with them. You will also play a critical role in building the CS function at Friendlier along with the Director of CS and the rest of the CS team. If you love to build, work with customers and act as the CEO of your book of business, then this is the place for you!

Key Responsibilities:

• Account Strategy - You’ll act as the CEO of your book of business, building and executing key account strategies to grow, retain and strengthen our existing customer relationships
• Drive Growth - You’ll identify new opportunities for expansion and work with the client and internal stakeholders to close them.
• Mitigate Risk - Act as a point of escalation when required, to help manage customer expectations, and develop save plans for at-risk accounts
• Partner - Develop joint customer success plans and run proactive engagements with key clients to drive continual growth and improvement in accounts
• Project Manage - Lead clients effectively through onboarding process to achieve value quickly
• Learn - You’ll continuously learn as the company evolves, the reuse industry evolves and our clients’ needs evolve. Act as a customer advocate within Friendlier, gathering feedback and insights to influence product enhancements and contribute to continuous improvement.
• Build - You’ll play a key role in helping to build the CS function at Friendlier, taking on projects and stretch assignments to build the function as the business scales
• Support - Respond to customer requests in a timely manner and escalate any needs of the customer to the Friendlier team to ensure that customers always have the highest level of customer service.

What you Bring:

• Bachelor's degree in business administration, sustainability, environmental studies, or a related field (or equivalent work experience).
• Proven experience in a customer success, account management or business development field, preferably in the clean tech or sustainability industry.
• Passion for sustainability and a genuine commitment to eliminating single-use packaging.
• Strategic mindset to account development, able to map out and navigate accounts to grow footprints
• Excellent interpersonal and communication skills, with the ability to build rapport and establish trust with clients.
• Highly motivated, self-starter with a high degree of initiative, a can-do attitude, results and goal-driven mindset and the ability to achieve set goals
• Proficient communication and presentation skills, plus the ability to work independently in remote environment to deliver customer success
• Familiarity with CRMs and other customer success tools

Why You Should Join Us:

• Opportunity to make a meaningful impact by driving positive environmental change through innovative solutions.
• Competitive compensation package including base salary, performance-based bonuses, and stock options.
• Collaborative and inclusive work culture that values diversity, creativity, and continuous learning.
• Flexible work environment with the option for remote work and a focus on work-life balance.
• Career growth and advancement opportunities within a fast-growing startup environment.

We are committed to creating an inclusive and diverse workplace where all employees feel valued and respected. We welcome applicants from all backgrounds and are dedicated to providing equal opportunities for everyone, regardless of race, ethnicity, gender, age, disability, or 2SLGBTQI+ identity. Be part of a team that celebrates diversity and promotes an inclusive environment for all. Please let us know if you require an accommodation due to a disability and we will work with you to address your needs.