Manager of Customer Success (CSM Manager)

Manager of Customer Success

Canopy, South Jordan, UT

About Us

Canopy is a fast-growing SaaS company in South Jordan, Utah building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry.

Our goal is to help our clients unlock the firm they've always wanted with our Practice Management Suite. We place strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way.

Click here (https://www.getcanopy.com/why-canopy) to see why our clients love Canopy.

Interested in learning more about Canopy & the industry? Check out our blog here (https://www.getcanopy.com/blog) where you can find great information on our product features, industry news, practice management, and more!

The Opportunity

We are seeking an experienced and dynamic Manager to lead our Customer Success Team. This individual will be responsible for overseeing a team of SMB and Mid-Market CSMs, ensuring that they deliver outstanding support and guidance to our clients. The Manager of Customer Success will play a pivotal role in driving customer satisfaction, retention and expansion while fostering a culture of excellence and continuous improvement within the team.

This is a hybrid position, M,W, F in office in South Jordan, UT. Applicants must be located in the US.

What You'll Do:

• Team Leadership: Provide effective leadership and mentorship to a team of CSMs, fostering a positive and collaborative work environment.
• Customer Engagement: Develop strategies to proactively engage with SMB and Mid-Market clients, understanding their needs, challenges, and objectives to deliver tailored solutions and maximize value.
• Retention and Expansion: Drive customer retention and expansion initiatives by identifying opportunities for upselling, cross-selling, and promoting additional Canopy services that align with client requirements.
• Performance Management: Set clear performance expectations, establish KPIs, and monitor team performance to ensure targets and objectives are consistently met or exceeded.
• Training and Development: Develop and implement training programs to enhance the skills and knowledge of team members, enabling them to deliver exceptional service and support to clients.
• Process Improvement: Continuously evaluate and refine customer success processes and workflows to optimize efficiency, scalability, and effectiveness.
• Collaboration: Collaborate closely with cross-functional teams including Sales, Product Development, and Marketing to align customer success initiatives with company objectives and drive overall business growth.
• Customer Advocacy: Act as a strong advocate for customers within the organization, representing their interests and feedback to relevant stakeholders to drive product enhancements and improvements.

What We're Looking For:

• Bachelor's degree
• 5+ years of proven experience in a Customer Success Management role, preferably in the SaaS industry.
• 2+ years of experience in managing and leading high-performing customer success teams.
• Strong understanding of SMB and Mid-Market customer needs, with experience in account management, upselling, and cross-selling.
• Excellent communication, interpersonal, and presentation skills.
• Strategic thinker with the ability to develop and execute customer success strategies aligned with business objectives.
• Analytical mindset with proficiency in data analysis and reporting tools.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

Why You Want to Work Here:

Flexible Paid Time Off - that you're actually encouraged to use plus 10 company holidays!

❤‍ Health Benefits - including Medical, Dental, and Vision and an HSA Match. Canopy covers Medical premiums at 100% for Employees only.

401(k) - we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting.

Mental Health - all employees have access to Impact Suite & to our Employee Assistance Program (EAP).

Paid New Parent Leave & Birthing Parent Leave - so you're able to care for your little ones.

➕ Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage.

Nectar - our peer-to-peer recognition program to help our employees recognize the amazing work being done by other Canopians!

Company Events - including monthly company-wide meetings, summer parties, and more.

DEIB Committee - to plan initiatives around continuing education, community outreach, recruiting, onboarding, and more.

• Fully-stocked kitchen - Keto? Vegan? Flexitarian? Mandalorian? We've got you covered.

Our Values:

We approach our work every day with a few things in mind:

Own - we own this place! We focus on outcomes, holding ourselves & each other accountable.

Win - we win by delighting our customers with the very best products and services.

Do Good - we work hard to be good people!

Embrace Curiosity & Candor - we approach everything with curiosity & we understand that candor is kindness and give the gift of feedback.

To learn more about us & our values, click here (https://www.getcanopy.com/company#our-team).

Interviewing @ Canopy:

We know application processes can be a little stressful. Here's are the stages of a typical interview process:

• Once your application is received, we will review it and get back to you if we feel like it's a mutual fit!
• 20 minute phone call with the People Team
• 45-60 minute video or in-person interview with the Hiring Manager
• 1-3 rounds of interviews depending on the role
• Final Interview

Interview processes can vary depending on the role. The People Team will give you a role specific overview of the process during your first phone call.

Remember: This is your interview too! We know candidates are evaluating us just as much as we are them. We encourage you to bring questions to each of your interviews—our hiring teams will always make sure to save time for questions at the end!

Canopy is an equal opportunity employer. Canopy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.