Mid-level Customer Success Manager (SaaS) - Vancouver, BC $60-75K

InTime

Mid-level Not specified Remote

Posted 4 weeks ago

Job summary

Join InTime's customer success team building impactful relationships with clients using our SaaS solution for public safety organizations. Lead customer adoption initiatives and drive upselling opportunities leveraging Salesforce and tailored strategies. Enjoy a competitive benefits package, hybrid work environment, and growth opportunities within a team of experienced professionals. Apply now to help shape the future of customer success in a dynamic, fun atmosphere!

Role details
Role
Full-time
Industry
Information Technology
Employment
Fulltime
Experience
3 Years +
Education
Bachelor's Degree In Business
Responsibilities
  • own the customer lifecycle from implementation handoff through the product adoption, renewal, and expansion phases
  • develop success plans tailored to agency objectives
  • ensure agencies understand how to use and leverage core modules and features effectively
  • develop strong, long-term relationships with key stakeholders
  • conduct strategic account planning and business reviews to identify agency needs
  • monitor health scores, NPS, CSAT, and other usage metrics
  • cultivate customer advocates by identifying satisfied customers
  • lead the renewal process for subscription-based accounts
  • utilize customer data and analytics to make informed decisions
  • handle and escalate critical customer issues
Requirements
  • proven experience with at least 3 years in customer-facing roles; experience in the SaaS industry preferred
  • strong leadership and team management skills
  • excellent communication and interpersonal skills
  • technical aptitude to understand technical issues and articulate product features
  • experience with CRM tools (Salesforce), virtual communication tools (Zoom, Slack), and productivity tools (Jira, Miro, and Asana) is preferred
  • strategic thinker with a focus on achieving customer success and business outcomes
  • strong analytical and problem-solving skills
  • excellent organizational and people management abilities
  • ability to thrive in a fast-paced, dynamic environment
  • exceptional interpersonal and relationship-building skills
Benefits
  • comprehensive medical, dental, and vision coverage
  • flexibility to work both from home and the office
  • transparent career development and opportunities for advancement
  • collaborative culture with experienced executives
  • lead initiatives that contribute to the company's success
  • fast-paced, performance-driven culture
  • complimentary office lunches
  • great gym facilities and bike storage
  • supportive, caring environment
Key skills
Customer Success Customer Relationship Management SaaS Salesforce Communication Interpersonal Skills Leadership Problem Solving Analytical Skills Training
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    About Us
    At InTime, we are dedicated to becoming the market leader in SaaS staff scheduling and workforce management software for public safety organizations — including Police, Fire, Corrections, and 911\. Our mission is to become essential to our public safety customers, supporting them to be the best they can be so they can best protect their communities. With over 20 years of experience, we offer a stable yet fast\-moving environment where collaboration, accountability, and fun are core to our culture.
    Role Summary
    As a Customer Success Manager (CSM), you will be at the forefront of building customer relationships and ensuring our clients achieve their desired outcomes through adoption of our scheduling and workforce management platform. Your primary goals are to drive product adoption, expand revenue through upselling, and reduce churn by building trusted partnerships with our clients.
    Responsibilities:
    Drive Customer Adoption:
    o Own the customer lifecycle from Implementation handoff, through the product adoption, renewal, and expansion phases, ensuring a smooth and consistent customer journey.
    o Develop success plans tailored to agency objectives which include ongoing product learning and training.
    o Ensure agencies understand how to use and leverage core modules and features effectively.
    o Assist our agency clients while driving deeper understanding of InTime’s products and modules to meet their agency objectives.
     Relationship Management:
    o Develop strong, long\-term relationships with key stakeholders across multiple levels within an agency and beyond, such as associated municipal, county, and state/provincial organizations.
    o Navigate existing customer agencies to better understand their business objectives and align our solutions with their needs.
    o Ensure InTime has the highest level of relationships within the agency’s organization – “Level Up”
    Retention and Upselling Strategies:
    o Conduct strategic account planning and business reviews to identify agency needs and problems
    o Identify solutions to drive opportunities for upselling additional modules and products within existing accounts, collaborating with the sales team when necessary.
     Reduce Churn:
    o Monitor health scores, NPS, CSAT, and other usage metrics to proactively identify and address potential issues.
    Customer Advocacy:
    o Work with customers to define measurable success outcomes in the public safety industry such as, cost savings, operation efficiency, and increased staff productivity.
    o Cultivate customer advocates by identifying satisfied customers willing to participate in case studies, testimonials, and other promotional activities.
    o Leverage customer success stories to enhance brand reputation and attract new business.
    o Serve as the voice of the customer internally, providing feedback on product improvements and sharing best practices.
     Renewal Management:
    o Lead the renewal process for subscription\-based accounts to ensure a high renewal rate and achieve minimum retention metrics of 96% for a given reporting period, such as the quarter or fiscal year.
    o Engage proactively with customers to understand their evolving needs, reinforce the value of our solutions, and mitigate risks.
    Data\-Driven Decision\-Making:
    o Utilize customer data and analytics to make informed decisions, identify trends, and drive initiatives that positively impact customer success.
    o Achieve OKRs and performance metrics to measure the effectiveness of customer success initiatives and team performance.
    o Use Salesforce, product usage metrics, and other analytical tools to track customer engagement, adoption rates, and success goals, to maintain healthy accounts.
     Crisis Management:
    o Handle and escalate critical customer issues to provide guidance and support to ensure prompt resolutions.
    o Work collaboratively with the commercial and executive teams to manage and mitigate any potential customer challenges.
    Cross\-Functional Collaboration:
    o Collaborate with other departments, including Sales, Product Management, Development Operations, Marketing, and Leadership team to ensure a cohesive and aligned customer experience.
     Professional Development:
    o Stay abreast of industry trends, emerging technologies, and best practices in customer success.
    o Participate in yearly professional development plans by way of training programs, conferences, and other industry programs.
    Qualifications
    Bachelor’s degree in business, marketing, or a related field
     Proven experience with at least 3 years in customer\-facing roles; experience in the SaaS industry preferred
    Strong leadership and team management skills
     Excellent communication and interpersonal skills
    Technical aptitude to understand technical issues and articulate product features
     Experience with CRM tools (Salesforce), virtual communication tools (Zoom, Slack) and productivity tools (Jira, Miro, and Asana) is preferred
    Qualities and Competencies
    Strategic thinker with a focus on achieving customer success and business outcomes
     Strong analytical and problem\-solving skills
    Excellent organizational and people management abilities
     Ability to thrive in a fast\-paced, dynamic environment
    Exceptional interpersonal and relationship\-building skills
    Why Join InTime?
     Competitive Benefits: Comprehensive medical, dental, and vision coverage.
    Hybrid Work Environment: Flexibility to work both from home and the office.
     Growth Opportunities: Transparent career development and opportunities for advancement within a growing organization.
    Collaborative Culture: Work closely with a team of experienced executives with over 20 years of expertise in SaaS and public safety sectors.
     Impactful Work: Lead initiatives that will directly contribute to the long\-term success and growth of the company.
    Fun and Engaging Environment: A fast\-paced, performance\-driven culture where you’ll be part of a team that makes a significant impact.
     Additional Perks: Complimentary office lunches, great gym facilities and bike storage and a supportive, caring environment.
    Learn more about InTime at www.intime.com
    Job Type: Full\-time
    Pay: $60,000\.00\-$75,000\.00 per year
    Benefits:
    Commuter benefits
     Company events
    Dental care
     Extended health care
    Life insurance
     On\-site gym
    Paid time off
    Ability to commute/relocate:
     Vancouver, BC: reliably commute or plan to relocate before starting work (required)
    Education:
    Bachelor's Degree (required)
    Experience:
     customer\-facing (preferably within the SaaS industry): 3 years (preferred)
    using Salesforce or another CRM tool: 1 year (preferred)
    Licence/Certification:
     PR or a Canadian citizenship (required)
    Work Location: Hybrid remote in Vancouver, BC