Customer Success Manager

Are you passionate about retail or B2B Sales and helping some of the largest and quickest growing manufacturers become even more successful? We are seeking a full-time Customer Success Manager (CSM) that is capable of taking ownership of customer relationships and partners with our customers to help them achieve their business goals and get the most from our software.

Success is measured by increased adoption, retention rate, user growth, upselling products & services, and feeding a pipeline of testimonials and case studies to use in acquiring new customers.

Responsibilities:

  • Own the customer relationship from onboarding and beyond, delivering a unique customer experience
  • Use a proactive, solutions-oriented approach to anticipate and prevent customer pain points by recommending features for implementation with our development team to minimize customer churn
  • Assist with maintaining our knowledge base articles and video tutorials for our help center and provide training to customers where appropriate to ensure maximum usage of tool
  • Identify opportunities to upsell products and services where appropriate
  • Become a product expert and stay current with product improvements to explain to customer base so they can take advantage of the latest
  • Building case studies using data from platform to develop marketing materials including blog posts and white papers
  • Test new features & preview with customers to ensure it will meet expectations before deployment
  • Obtain warm referrals from existing customers/users to engage with new prospective customers
  • Explore creative ways to help our customers be more successful

To best match for this position you will ideally have (but not required):

  • B2B sales experience or retail/marketing background
  • 2 years experience in a SaaS based company or eCommerce experience
  • Experience using Slack, ZenDesk, Shopify, WooCommerce, screen sharing, and CRM technologies
  • Prior experience working remotely is a plus, although our preference is to hire in Thunder Bay
  • Are empathetic to customers/users and driven to succeed
  • French is an asset

About Us:

ShipEarly is a small but impactful team that is changing the landscape of how products are bought and sold.  We help branded manufacturers get closer with their best wholesale customers by combining online and wholesale sales channels. We have innovated the sales process for branded manufacturers and are seeing tremendous uptake of our solution with both a higher quantity and larger clients. We work 100% remotely with no office.

We thank all applicants in advance for their interest in our opportunity. We will only be contacting those applicants who we consider to be the best potential fit to our requirements.

Please send your cover letter and resume to the address below. We value authenticity, openness, and diversity in everything we do and appreciate those who express that in their application.

ShipearlyCustomer Success Manager