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Customer Success Jobs in Waterloo

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eSentire

About The Customer Success Team  We’re continuing to build out a passionate team of A-player Customer Success Managers. We are looking for a strategic, relationship-minded and experienced Manager of Customer Success to join our ranks, as we exponentially grow our business and customer base.  Our Customer Success team supports a wide array of customers along the entire sales lifecycle, as they engage with us and adopt our services to achieve their goals. We ensure customers are optimized and scale effortlessly through impactful engagements, all focused on driving business and technical value. Our obsession is understanding a customer’s business to build lasting partnerships that continue to add value over time.   We are laser focused on making customer success a company-wide imperative and building a culture around putting customers first.   Who You Are   As the Manager, Customer Success, you will lead the Customer Success team who is responsible for making all customers in your portfolio successful -  which ultimately assures revenue retention.    You are excited about helping our customers transform and optimize their customer experiences, and you will instill that expertise  into our team. You are able to innovate in rapid cycles and test solutions to learn what works, then feed insights into a strategy and long-term solutions. You must have scale-up culture in your DNA and get energized by a low-ego, “all hands on deck” environment. You care deeply about not only making your team’s portfolio customers successful, but also collaborating with your peers to ensure eSentire’s success. You are empathetic, enthusiastic and take risks - upping the game of the CSM team. You are a customer-focused leader — an independent critical decision maker and a strategic thinker with no problem taking on the nitty-gritty work. You are passionate about attracting and developing high quality talent to eSentire. You thrive on leading and inspiring that team to greatness and achieving ambitious goals and innovating strategies that maximize leverage.   What You Are Great At  Your top priority will be laying out the customer success vision/goals/purpose/metrics — leaving no retention rock unturned. Educating eSentire team members about Customer Success will be your focus. Simultaneously, you will get to know your team and peers —- nurturing  relationships so your team and company can succeed. Your responsibilities will include that you: Continue to build upon  a team that wins, has fun and lives the eSentire values Grow, train, and coach your team, so that they consistently set a standard for the experience they give our customers in the eSentire customer journey, are fulfilled by their work, and have a strong understanding and plan for their careers Inspire team to action and sets operational agenda across customer group Ensure that you and your team are aligned against priorities Provide operational oversight of the business and the broader team.  Prioritize where to invest our resources and efforts with customers.  Identify cross-function implications and work across eSentire to resolve or capitalize on them Masterfully manage complex customer dynamics even under the most difficult circumstances Lead and partner with your team to provide strategic guidance to help your customers grow, so you align eSentire with company’s business priorities conduct customer health-checks and QBRs manage renewals and find new expansion opportunities within the account to represent the voice of customers - identify and convey customer feedback and use cases meet and exceed churn and revenue goals - You will be measured by renewal and retention rates, new sale leads, referenceable customers & NPS be viewed as trusted advisory to C-level clients and customer advocates Collaborate with CSM peers, cross-functional teams, and leaders to ensure customers succeed Partner with Sales, Product, and Marketing Leaders to identify trends and uncover opportunities for improved or new success engagements, customer training offerings, and product feedback.   What We Require BA/BS degree or equivalent practical experience.  5+ years experience, ideally managing complex enterprise & mid-market accounts, preferably in a Security, SaaS or MSP based organization.  Experience in a leadership role preferred, within a global customer success environment, leading a team of people. You’ll have hired and coached team members to develop them, and make them more effective, happier employees Confidence in setting and delivering upon ambitious metrics Understanding of SaaS business models and their overall relationship to Customer Success Experience at a security or technology company or relevant consultancy Quick to learn new programs and software and solve complex problems Ability to understand security issues and provide new/insightful recommendations Ability to persuasively articulate eSentire’s value proposition to client senior executive teams Able to engage effectively and persuasively with client senior executive team Able to understand complex / second order motivations and craft creative solutions to achieve goals Able to gain leverage from a wide variety of stakeholders and junior colleagues for impact Excellent problem solver both in operations and analytics. Ability to work across org to solve, and present new/insightful recommendations that drive impact Patience and positivity. Ability to be focused during a growing and changing scale-up environment Willingness to travel up to 20% (post covid)

30+ days ago
Waterloo Ontario
eSentire

About The Customer Success Team  We’re continuing to build out a passionate team of A-player Customer Success Managers. We are looking for an ambitious and resourceful Customer Success Specialist to join our ranks, as we exponentially grow our customer base.  Our Customer Success team supports a wide array of customers along the entire sales lifecycle, as they engage with us and adopt our services to achieve their goals. We ensure customers are optimized and scale effortlessly through impactful engagements, all focused on driving business and technical value. Our obsession is understanding a customer’s business to build lasting partnerships that continue to add value over time.   We are laser focused on making customer success a company-wide imperative and building a culture around putting customers first.   Who You Are   As an SMB Customer Success Specialist, you will be responsible for making small business customers (businesses under 250 employees) in your portfolio successful.   You are passionate about helping our customers transform and optimize their customer experiences, and you will instill that expertise into our team. You are able to innovate in rapid cycles and test solutions to learn what works, then feed insights into a strategy and long-term solutions. You must have scale-up culture in your DNA and get energized by a low-ego, “all hands on deck” environment. You care deeply about not only making your portfolio customers successful, but also collaborating with your peers to ensure eSentire’s success. You are empathetic, enthusiastic and take risks - upping the game of the CSM team. You are a customer-focused leader — an independent critical decision maker and a strategic thinker with no problem taking on the nitty-gritty work.  What You Are Great At  Your top priority will be developing and driving Customer Success Programs for your portfolio of customers. — leaving no retention rock unturned. Your responsibilities will include that you: Provide overall value and relationship management to portfolio of customers  Building and maintaining rapport with your clients to ensure user satisfaction  Proactively reaching out to your accounts to assess health of the account and to identify future needs and growth opportunities Being resourceful with a strong ability to solve problems by getting the required information  Developing clear communication and guiding customers on their  journey as a trusted advisor Overseeing the ongoing adoption of eSentire across multiple organizations   Developing a thorough understanding of how eSentire drives business value and ROI Actively managing the customer relationship and the lifetime value of clients across a large and diverse assigned customer base Identifying risk, upsell opportunities and working with internal and external stakeholders to present solutions Manage renewals and find new expansion opportunities within the account Manage escalations and service reviews  Create customer success plans - understanding client objectives and can develop plans to manage  Collaborate with peers to ensure customers are successful Make recommendations and influence important operating issues/decisions for the broader team Find ways to streamline work, innovate key processes and leverage technology Meet and exceed churn and revenue goals - You will be measured by renewal and retention rates, referenceable customers & NPS What We Require  1-2+ years of customer facing experience in customer service, account management or customer success, or equivalent industry experience Experience managing a high volume of customers.  Experience managing, consulting and negotiating with businesses under 250 employees with proven success in growing existing accounts and relationships at scale. Experience negotiating renewals and working through the commercials Experience managing and supporting clients with proven success in communicating with customers.  Represent the voice of customers - identify and convey customer feedback and use cases to product team Confidence in setting and delivering upon ambitious metrics Ability to learn and persuasively articulate eSentire’s value proposition to client senior executive teams Strong communication and presentation skills (phone, video, email) Patience and positivity. Ability to be focused during a growing and changing scale-up environment   We Offer You:   At eSentire we work in a collaborative and innovative work environment. We work with brilliant and passionate people who strive and encourage others to do their best. eSentire’s idea-rich environment welcomes creative and sometimes unconventional perspectives!    We continually create a rewarding place to work. We want you to thrive in it and contribute to it. We provide:  Wonderful colleagues you’ll be proud to work with and learn from  Subsidies for professional accreditation Annual taxable spending account specifically for your wellness, including health clubs, sports team registration fees, or fitness items (to name a few) Competitive referral bonus up for referrals of top talent One of the fastest growing companies in Canada with growing operations internationally  Waterloo Area's Top Employers 2021 Canada's Top Small & Medium Employers 2020 Attractive compensation plans to ensure we hire, keep and reward team members Full benefits package including paid parental leave, a matching 401k program and medical, dental, vision and life insurance.   At eSentire you will have the opportunity to grow and make an impact from your work. We encourage innovation in all who become part of our team. With growing operations internationally, there is lots of lateral and upward advancement opportunities for rewarding and developing careers with eSentire. We’re strong believers in continuing education and provide the resources that you need to continue learning.    About eSentire eSentire, Inc., is the category creator and world’s largest Managed Detection and Response (MDR) company, keeping organizations safe from constantly evolving cyber-attacks that technology alone cannot prevent. Its threat-driven, customer-focused culture makes the difference in eSentire’s ability to attract the best talent across cybersecurity, artificial intelligence, and cloud-native skill sets. Its 24x7 Security Operations Center (SOC) hunts, investigates, and responds in real-time to known and unknown threats before they become business disrupting events. Its highly skilled teams work together toward a common goal to deliver the best customer experience and security efficacy in the industry.Protecting more than $6 trillion in corporate assets, eSentire absorbs the complexity of cybersecurity, delivering enterprise-grade protection and the ability to comply with growing regulatory requirements. For more information, visit www.esentire.com and follow us on Twitter @eSentire. 

30+ days ago
Waterloo Ontario
Arctic Wolf

Arctic Wolf, fresh off its unicorn valuation, is the leader in security operations in an exciting and fast-growing industry—cybersecurity. How fast are we growing? Well, Arctic Wolf was highly ranked in the Deloitte Fast Technology 500 for North America in both 2019 (#25) and 2020 (#104)! We have doubled headcount, customers, and revenue for five years running. We are also cultivating a collaborative and productive work environment that welcomes a diversity of backgrounds and ideas to make our teams even stronger. In fact, we are recognized as one of the 2020 Best Places to Work (bizjournals.com). As we believe in corporate responsibility, Arctic Wolf offices across North America participate in volunteer programs throughout their communities. We’ve also earned distinction from TravelWise for our efforts in promoting sustainable transportation. About the Role: As a Network Engineer within Customer Success you will work closely with the Security Services team to help drive implementations of the Arctic Wolf Managed Detection and Managed Risk services.  You are creative and a self-starter – always looking for ways to improve processes and create a better customer experience. Responsibilities: * Lead and execute the technical implementation of projects to ensure successful deployment and adoption of Arctic Wolf solutions by customers * Act as a liaison between customers and internal teams such as Security Services, Product Management and Customer Success to solve technical problems and propose new feature development * Primary technical resource for customers and partners during the Onboarding Process, including technical troubleshooting * Engage with multiple constituents at the customer organization – Business and IT * Perform complex needs assessments of customer and/or partners * Be an advocate for positive change and improvement within the organization by identifying and communicating the compelling needs for change/improvement  * Facilitate and/or conduct meetings with clients to ensure Project Milestones are being hit * Ensure quality standards and metrics are being consistently applied in the implementation of projects * Weekly status updates for implementation Projects in progress * Perform other projects and responsibilities, as assigned Required Skills and Experience: * Bachelor’s degree, or combination of education and relevant experience * Strong experience in customer facing implementation roles * The ability to multi-task: managing, and balancing priorities for multiple projects and customers on a daily basis. * Experience with Network Configuration and Security, Windows/Linux, Active Directory, and Virtualization troubleshooting and configuration * Strong background and hands-on experience with at least 2 or more of the following networking technologies (FW, switch etc): Cisco, Juniper, Check Point, Palo Alto or Fortinet * Experience with vulnerability scanners and vulnerability management tools such as Qualys, Rapid7, Retina, Tripwire, etc. is a plus * Python/Powershell scripting is a plus * Experience developing processes and managing projects in a technology-based service organization * Aptitude for technology knowledge, spreadsheet and Salesforce utilization; previous experience with project management tools * Fanatical devotion to customer service, business quality, and data security * The ideal candidate thinks out-of-the-box and energizes others with passion, quality and commitment. * Excellent organizational skills and written/oral communication skills * The ability to be flexible and work in a rapidly changing environment is required * This position is based in our Waterloo, Ontario, Canada office * Some travel may be required – up to 25%.  Passport is required.  Security Requirements: * Conducts duties and responsibilities in accordance with AWN’s Information Security policies, standards, processes and controls to protect the confidentiality, integrity and availability of AWN business information. * Background checks are required for this position Working at Arctic Wolf: Arctic Wolf recognizes that success comes from delighting our customers, so we work together to ensure that happens every day. We believe in diversity and inclusion, and truly value the unique qualities all employees bring to the organization. And we appreciate that—by protecting people’s and organizations’ sensitive data and aiming to end cyber risk— we get to work in an industry that is fundamental to the greater good. All wolves receive compelling compensation and benefits packages, including: * Equity for all employees * Paid parental leave * Training and career development programs If you're excited about this role, but do not meet all of the qualifications listed above, we encourage you to apply anyway. We review all applications and still may consider you the right person for the role or have another open position where you’re the perfect fit. Arctic Wolf is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, or any other basis forbidden under federal, provincial, or local law. Arctic Wolf is committed to fostering a welcoming, accessible, respectful, and inclusive environment that ensures equal access and participation for people with disabilities. Please let us know if you require any accommodations by emailing [email protected] [[email protected]].

30+ days ago
Waterloo, Ontario, Canada …
RouteThis

Customer Success Executive RouteThis is a region of Waterloo success story whose time has come to level up and we’re on a mission to help companies intelligently automate their support teams. If you’ve had to call tech support, and been frustrated by long queues, unhelpful agents or unresolved issues, you know the pain RouteThis addresses. Our products are changing the tech support world with mobile and self diagnostics solutions at the center and we are looking for amazing talent to join us and build products to revolutionize this $15 billion dollar industry. Our Customer Success team is growing and we are looking for a Customer Success Executive to help manage our V-I-Ps. You will be provided with significant accountability and opportunity to establish productive and trusted relationships, acting as the chief advocate for your customers to help them realize business value from their investment and partnership with RouteThis. Fitting best with our culture is an experienced someone who is driven to make magic happen, thrives under pressure, and is passionate about working and winning as a team. We care deeply about both our solution and resolving customer pain points and are looking for people who share these values and are ready to execute against them. In this role you will: * Provide overall value and relationship management as the main point of contact for large enterprise customers and key accounts * Ensure customers gain the full value of the RouteThis platform in line with customer-driven ROI * Demonstrate expertise, leadership, and strategic guidance assisting customers through critical product milestones * Build strong strategic relationships with customers, developing RouteThis advocates and champions * Manage customer expectations and escalations * Develop programs to ensure customers are using existing features to their full capacity and are aware of new developments * Conduct account analysis, and prepare account success plans * Assist in new customer launch activities and reporting on success after initial launch * Prepare and conduct quarterly business reviews at multiple levels within the customer’s organization * Conduct business value analysis to identify areas where the use of RouteThis is adding value to the customer * Be responsible for the successful YoY renewal of your customer portfolio You bring to the table: * Been there, done that when it comes to working in customer-facing or account management roles for $150,000+ annual contracts * 5+ years of Customer Success or Account Management Experience * Experience managing relationships across all levels of enterprise organizations * Driven, resourceful, flexible and adaptable * Previous experience in a B2B or B2B2C SaaS environment * Passion for providing amazing, end to end customer experiences Do you feel like you’re able to tackle this role? Show us what you got! We absolutely don’t expect applicants to check off every box for any of our positions, and welcome you to apply if you feel like you are an excellent fit. Why RouteThis? * Growth: As a rapidly growing scale up, we’re constantly facing new challenges and prefer to promote from within. By working with us, you can jumpstart and shape your career. * Team: At RouteThis you’ll be working on a highly-motivated team full of the best talent you can find. We’re carefully selective on who we hire as we’re a close team. * Fun: Monthly team social events, catered team lunches and happy hours are all part of our culture. We never forget that work should also be fun. * Perks & Benefits: We offer competitive salaries and a comprehensive benefits package. * Location: Located in downtown Kitchener, near the LRT and transit hub, RouteThis has a prime work location and offers hybrid work options.

30+ days ago
Waterloo Ontario
Arctic Wolf

Ready to make an impact? Arctic Wolf is seeking a Project Manager to join our pack.  Arctic Wolf, with its unicorn valuation, is the leader in security operations in an exciting and fast-growing industry—cybersecurity. How fast are we growing? Well, Arctic Wolf was highly ranked in the Deloitte Fast Technology 500 for North America in both 2019 (#25) and 2020 (#104)! We have doubled headcount, customers, and revenue for five years running.   We are also cultivating a collaborative and productive work environment that welcomes a diversity of backgrounds, cultures, and ideas to make our teams even stronger as we grow our teams globally.   In fact, we were named a 2021 Top Workplace USA (Energage) as the top technology firm to work in our size category, were recognized as one of the 2020 Best Places to Work (bizjournals.com), and most recently were certified as a 2021 Great Place to Work (Great Places to Work Institute, Canada).   Arctic Wolf believes in corporate responsibility, and our worldwide offices proudly participate in volunteer programs throughout their communities. We’ve also earned distinction from TravelWise for our efforts in promoting sustainable transportation.  WHAT YOU’LL BE DOING: As a Project Manager within Customer Success you will work closely with both customers and our Security Services team to help drive implementations of the AWN CyberSOC service.  You are creative and a self-starter – always looking for ways to improve processes and create a better customer experience. Responsibilities include monitoring workflow amongst the team, and ensure project delivery and quality standards are met. YOU’LL BE RESPONSIBLE FOR: * Create and maintain project plans, track customer requirements and translate customer requests into project deliverables * Assist Professional Services Engineers to manage technical project milestones for implementing Arctic Wolf services from close of sale through customer validated installation of service * Work closely with our sales team to gather and document customer expectations and requirements to ensure successful deployments * Be an advocate for positive change and improvement within the organization by identifying and communicating the compelling needs for change/improvement  * Facilitate and/or conduct meetings with clients to ensure project milestones are being hit * Ensure quality standards and metrics are being consistently applied in the implementation of projects * Weekly status updates for implementation Projects in progress * Perform other projects and responsibilities, as assigned SKILLS AND REQUIREMENTS: * Bachelor’s degree, or combination of education and relevant experience * 3-5 years of Project Management experience * Experience developing processes and managing projects in a technology-based service organization desired * Aptitude for technology knowledge, spreadsheet and Salesforce utilization; previous experience with project management tools * Fanatical devotion to customer service, business quality, and data security * The ideal candidate thinks out-of-the-box and energizes others with passion, quality and commitment. * Excellent organizational skills and written/oral communication skills * This position is based in our Waterloo, Ontario, Canada office  * Must have the ability to be flexible and work in a rapidly changing environment * Some travel may be required, valid passport required About Us: At Arctic Wolf, we recognize that success comes from delighting our customers. We believe in being lean – in constantly building, measuring, and learning in all aspects of our business. We truly value people. All wolves are welcome to join the Arctic Wolf pack, with compelling compensation packages, benefits, and equity for employees. Arctic Wolf is focused on building a workforce that is diverse and inclusive. If you’re excited about this role, but do not meet all of the qualifications listed above, we encourage you to apply. We review all applications.   Arctic Wolf is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law.  Arctic Wolf is committed to fostering a welcoming, accessible, respectful and inclusive environment ensuring equal access and participation for people with disabilities. As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities. Please let us know if you require any accommodations by emailing [email protected] [[email protected]]. 

30+ days ago
Waterloo, Ontario, Canada …