Customer Success Manager (Remote)

Customer Success Manager

Remote – Kitchener, ON

Encircle is leading the $1.6 trillion dollar property insurance industry out of the dark ages of pen and paper processes, into the digital age of transparency and empowerment. Our easy-to-use software platform enables thousands of restoration contractors and insurance professionals around the world to process claims faster. We’re a remote-first company with a collaboration hub located in the heart of downtown Kitchener. We’re looking to add new members to our all-star team as we continue to grow and scale!

About the Role

If you’re passionate about providing exceptional customer experiences, building long-lasting relationships, and helping people be successful – this role is for you. As a Customer Success Manager (CSM), you’ll be a strategic partner with revenue leadership and contribute to the opportunity potential and scale of the already successful customer team. Our CSM team is growing, and you’ll play a key role in ensuring our customers succeed and leverage Encircle into their daily lives.

What You’ll be Doing:

• Be a trusted and knowledgeable advisor for customers to uncover business objectives and challenges, and strategically map those to Encircle value proposition
• Own and manage customer relationships from onboarding to creating passionate customers through to annual renewal
• Responsible for driving adoption, securing retention, proactively mitigating churn, and expanding product utilization
• Meeting the assigned revenue, activation, churn, and usage targets for your book of business
• Uncover referrals, expansions, and new feature sale opportunities
• Partner with Marketing, Sales, Customer Success, and Product leadership to discover revenue and customer loyalty opportunities
• Proactively identify internal process improvements and help us build a best-in-class CSM team

What You’ll Bring:

• 2+ years of experience in customer-facing roles like Customer Success or Account Management, preferably selling tech to blue-collar industries
• Experience managing a book of business and being accountable for monthly metrics
• Hands-on experience with SaaS software such as Salesforce.com, ChurnZero, and other sales automation tools
• Demonstrated success leading customer onboarding and driving adoption, growth and retention of accounts, and conducting deep discovery to be a true business partner
• Track record of building relationships with senior stakeholders and internal champions
• Ability to leverage internal stakeholders (product, support, sales, executives, etc.) to solve customer challenges
• A self-starter, coachable CSM who succeeds in a fast-paced entrepreneurial environment
• Outstanding communication, listening, and time management skills

Reporting: This position reports to the Manager, Customer Success.

Encircle is an equal opportunity employer that does not unlawfully discriminate against any employee or applicant based on race, ancestry, place of origin, colour, ethnic origin, citizenship, religion, gender identity, gender expression, creed, sex, sexual orientation, age, record of offences, marital status, family status or disability. Encircle is committed to a fair and inclusive work environment. We will endeavour to accommodate the needs of qualified applicants in all parts of the hiring process.

At Encircle, we VALUE the team we’re building!

• Define your own BALANCE – we want our team to take the time they need with flexible work arrangements, and self-managed vacation time, so they’re well-rested and energized.

• Work where you WORK BEST – we invest in creating both a comfortable work-from-home environment for our employees with the flexibility to join us in our co-working space (collaboration hub) in downtown Kitchener.
• We are PEOPLE-FOCUSED and our success is achieved through a culture of collaboration, trust and transparency.
• Choose your path and we’ll support your continued GROWTH along the way.
• Your personal WELL-BEING is important to us and we’ll provide the support you need to bring your best self to work every day.