Customer Success Manager (EST hours)

Customer Success Manager (EST)

Are you passionate about building strong relationships and helping customers unlock the full potential of their technology?

We’re looking for a Customer Success Manager to join us at MediaValet! This role is open to candidates who are happy to work in EST hours.

In this role, you’ll play a pivotal part in ensuring our customers achieve their goals by successfully adopting and maximizing the value of our platform. You’ll collaborate closely with Account Managers to develop tailored success plans, track key metrics, and proactively identify opportunities to enhance customer engagement. Your ability to translate complex technical concepts into actionable insights will be crucial in driving long-term customer satisfaction and retention.

Key Responsibilities

• Assist customers in adopting and maximizing the value of our platform by developing and executing tailored success plans in collaboration with the Account Manager.
• Define and track success metrics for each customer to ensure their goals are met, using data to monitor usage patterns and suggest optimizations.
• Identify opportunities to expand the use of MediaValet within customer organizations by mapping additional features and services to their business needs.
• Provide ongoing support to customers, proactively addressing questions and resolving issues to ensure their satisfaction.
• Articulate technology and product positioning to both business and technical users.
• Collaborate with Account Management, Product, and Marketing teams, offering perspective and sharing client feedback that guides our strategy and vision.
  
  

To Be Successful In This Role, You

• Strong organizational skills with attention to detail and the ability to think strategically to align platform capabilities with customer objectives and milestones.
• Excellent relationship-building skills and a customer-centric approach, working closely with the Implementation Team and Account Managers to ensure a cohesive client experience.
• A proactive mindset and the ability to effectively communicate complex technical concepts to a non-technical audience.
  
  

Qualifications

• 2-5 years of experience in customer success, client service, or account management, preferably in a B2B SaaS environment, with a track record of meeting or exceeding customer satisfaction and retention goals.
• Experience with DAM, CRM, Marketing Automation, Cloud Computing, API, iPaaS, and SSO/IAM systems an asset but not required.
  
  

Why Work at MediaValet?

• Work from Home: It's up to you. We have team members across the country and help you to set your home office up with a generous stipend. For those in Vancouver, if you want to come into our office in Yaletown, you totally can – at your discretion.
• Comprehensive Health & Benefits Plan: From Day 1, we offer a competitive health and benefits plan which includes an Employee and Family Assistance Program (EFAP)
• Paid Time Off: We have a generous PTO program, which includes 4 weeks’ vacation, personal wellness days, sick days, your birthday off, and a paid day off to volunteer!
• Great Location: We are headquartered in the historic Yaletown district of Vancouver, Canada; there’s plenty of food, shops and walkable areas around; and it’s close to transit.
• Home for the Holidays: We shut down operations between December 25th and January 1st every year to allow people to spend time with their families (and not use up vacation time) - and have done so since MediaValet was founded in 2010.
• Family Focused: We’re committed to providing a career that’s family-friendly and have the parental support and leave programs to back that up.
• Committed to Diversity & Inclusion: Our diverse backgrounds, skills, abilities and experiences make us stronger. We work hard to make MediaValet a place where everyone is valued, heard and respected.