Manager, Customer Success

LOCATION: Fort Myers, Florida | Toronto, Canada

JOB DESCRIPTION

You can think of FieldEdge as a hyper growth company, with a startup culture, backed by 35 years of industry-leading knowledge. We have a work hard, play hard culture where no one takes themselves too seriously. We are looking for a rockstar to fill the Manager of Customer Success role.

PRIMARY DUTIES AND RESPONSIBILITIES

We are looking for someone with a track record of Customer Success achievements, and an entrepreneurial spirit to build and lead a Stevie Award winning team in providing world class experiences to our clients. Specific duties include:

  • Own customer retention – you will maintain a live pulse on all client health statuses, and use tact and diplomacy to defend FieldEdge against churn
  • Optimize processes – you will bring best-in-class expertise in originating, planning, and executing on Customer Success initiatives
  • Drive customer adoption – you will develop a deep understanding of our clients (their industries, business goals, pain points, personalities) and conduct proactive outreach / check-ins to provide business analytics, suggest best practices, and promote untapped modules within FieldEdge
  • Build customer advocates – using your superior relationship management skills, you will develop strategic client partnerships and build a loyal client base that actively advocates for FieldEdge
  • Team management – you will own KPI reporting, coach and advise the team on meeting targets, and report team performance to senior management

REQUIREMENTS

  • Bachelor’s degree – business or technology degrees preferred
  • 3-5 years of experience in customer success role at SaaS company preferred
  • Strong business acumen
  • Proven record of providing top class customer service
  • Exceptional ability to develop and maintain relationships with wide range of personalities
  • Strong organizational and project management skills
  • Technical aptitude – quick to develop a deep understanding of new software
  • A history of going above and beyond
  • Team player with an entrepreneurial spirit

BENEFITS

  • Start-up culture – for those looking to work hard and develop in a rewarding career with growth opportunities
  • Full health coverage
  • 401k plan with matching
  • Free lunches, snacks and drinks are abundant in our facilities, along with a large TV and ping pong table

If you are interested in joining a company where you will be valued and challenged, please email your resume to careers@fieldedge.com