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Posted: Monday, February 19, 2018 12:05 AM

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Customer Success Manager
Canvs - New York, NY

Job Description

Overview:


Canvs is seeking a highly ambitious individual who is equal parts creative, digitally savvy, and analytical to manage the clients of a hyper growth SaaS company. The Client Services Manager works directly with the Senior Manager, Customer Success in a client-facing role to deliver ongoing support and guidance around business strategy and topics after the sales cycle has completed. He or she will focus on relationship-building and proactive support activities that in turn promote overall customer satisfaction, product adoption, retention, and renewals. This individual will manage high profile accounts in the media industry and is primarily focused on retaining and identifying new revenue opportunities from existing clients. The ideal candidate has a history of success interacting with clients and managing those relationships.

This is a full-time position based in New York City.

Responsibilities:
* Achieve annual renewal and expanded revenue targets
* Facilitate successful onboarding of new customers
* Leverage the Canvs service team, methodologies, and best practices to support successful implementation on the customer side
* Ensure that the customer’s Canvs usage runs at an optimal level of performance
* Understand and explain how features within the Canvs platform relate to customer needs
* Build trusted relationships with key stakeholders within client organizations to generate proper levels of adoption, ensure renewals, and create new revenue opportunities
* Devise engagement plans that consider customer business goals and map software capabilities to achieve these goals
* Understand the customer’s business goals and technical environment, including software currently used by the client
* Drive escalation of client issues, coordinate key resources in the escalation process, and project manage the client issue until its resolution

Skills and Competencies:
* Customer oriented with a focus on quality
* Ability to interact and collaborate with key stakeholders within client organizations
* Excellent interpersonal skills, with the ability to communicate efficiently with individuals at all seniority levels
* Comfortable with presenting to clients, big and small, both in-person and virtually
* Ability to deliver results under pressure, work independently, and take ownership of assigned tasks
* Project management experience is a plus
* Undergraduate degree required

Work Experience:
* 2-5+ years experience in a senior client-facing role at a software-driven company
* Proven track record of working with customers on projects
* Proven track record of meeting or exceeding performance and retention goals
* History of leading cross-functional teams is a plus
* Experience in managing issues, scope, and quality while bringing areas of responsibility and tasks to completion under strict deadlines
* Experience with Salesforce

Who We Are:

Founded in 2010, Canvs is a venture-backed SaaS company based in New York City. Our first product, Canvs.TV is one of the leading and fastest growing social data analytics platforms in the entertainment space. Our clients include some of the largest names in the TV & entertainment space, such as NBC, FOX, Comedy Central, and more.

We offer competitive compensation, including health, dental, and vision benefits. Canvs team members enjoy perks such as free snacks and monthly outings, but more importantly, every employee has a vital role in the growth and success of the company.

• Location: Manhattan

• Post ID: 154526857 manhattan
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