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Customer Success Manager (Sparrow Connected)

Traditional surveys fall short in today’s world. That’s why we built ThoughtExchange, a platform powered by cutting-edge AI that enables leaders to connect with their communities and gain immediate, actionable insights that drive meaningful change.


From school districts to Fortune 500 companies, we empower thousands of leaders with the quality data they need to make a real impact. Our mission drives us, and we’re committed to creating positive change alongside a team of brilliant, curious, and collaborative individuals. Thanks to these efforts, we’ve been recognized for our excellence and named one of Canada’s Top Growing Companies for the past five years.


At ThoughtExchange, we’re reshaping community and employee engagement for good. If you’re passionate about making a difference, we’d love to have you join our journey.


We are seeking a Customer Success Manager to join our Sparrow Connected team. Sparrow Connected is the omni-channel communication platform that ThoughtExchange acquired earlier this year.  Reporting to Sparrow Connected’s VP of Customer Success, the Customer Success Manager (CSM) will play a vital role in ensuring our customers achieve their goals and realize the full value of their investment in our platform. They are responsible for building strong, trusted relationships with customers, ensuring they realize maximum value from Sparrow’s products and services. Acting as a strategic advisor, the CSM guides customers through onboarding, adoption, and growth, while proactively identifying opportunities to enhance satisfaction, mitigate risks, and drive retention and expansion.


CSMs work cross-functionally with Sales, Product, and Support teams to deliver a seamless customer experience, contributing to onboarding, training, and customer success programs. They are instrumental in gathering customer feedback, advocating for customer needs internally, and supporting business growth through renewals and upsells. Successful CSMs are proactive, analytical, and relationship-focused, with strong communication skills and a passion for helping customers succeed.


The hiring range for this role is $79,000-92,500 CAD (this role also includes a 10% team bonus). Your specific compensation within this range is determined based on your job-related skills, knowledge, experience, and our internal equity assessment.



What You’ll Do:
  • Onboard clients using Sparrow’s TakeFlight program, and contribute to ongoing improvements in the onboarding process to drive customer success and satisfaction.
  • Develop and manage client portfolios, building strong, trusted relationships that support customer goals and long-term success.
  • Conduct regular check-ins with customers to gather insights, manage issues, solicit feedback, and guide them in achieving their objectives using Sparrow’s channels and features.
  • Attain expert-level product knowledge, including SharePoint, Microsoft Teams, and mobile platforms, to help clients maximize business value from Sparrow.
  • Provide training and product demonstrations, ensuring customers are equipped to use Sparrow effectively and independently.
  • Analyze customer feedback and adoption data to identify opportunities to improve customer experience and product utilization.
  • Grow customer engagement and knowledge through tutorials, training sessions, early product previews, feedback loops, knowledge base articles, and focus groups.
  • Monitor customer usage patterns to identify and pursue opportunities for product adoption, expansion, and growth.
  • Develop deep expertise of customer environments, use cases, and contract parameters to proactively minimize churn and identify customer needs.
  • Track contract end dates and proactively manage renewal conversations to anticipate risks, prevent churn, and ensure timely contract renewals.
  • Collaborate with Support Engineers to manage and resolve customer requests, issues, and complaints, ensuring a seamless customer experience.
  • Partner with the Product team to influence product development and design based on customer feedback and growth opportunities.
  • Participate in internal discussions on customer trends and needs, advocating for customer priorities and ensuring they are represented in product and service strategies.
  • Contribute to the development and ongoing improvement of Customer Success metrics and scorecards, helping to define what success looks like for customers and the team.
  • Support the establishment of regular reporting cadences to monitor customer health, product adoption, engagement trends, and churn risks.
  • Partner with leadership to identify key performance indicators (KPIs) such as customer retention, expansion opportunities, satisfaction, and adoption metrics to drive data-informed customer success strategies.
  • Assist with new hire onboarding and internal training to ensure consistency and excellence in customer success delivery.


What We’re Looking for:
  • Minimum 2 years of experience in Customer Success, Implementation, Consulting, Onboarding, or a related role, in a SaaS or tech environment. Skilled in guiding customers through adoption and solving challenges with cross-functional teams.
  • Strong project management and organizational skills, able to juggle multiple priorities, set clear milestones, and proactively address risks.
  • Excellent relationship-building skills to engage and influence stakeholders at all levels.
  • Self-starter who takes initiative to build and improve processes.
  • Highly collaborative, working seamlessly across teams to align on goals, share insights, and drive customer success.
  • Comfortable working through ambiguity and finding solutions with minimal direction.
  • Strong communication and presentation skills, with the ability to tailor messaging to different audiences.


Nice to Have:
  • Strong knowledge of Microsoft 365 applications, particularly SharePoint, Teams, and mobile configurations
  • Candidates based in the EST timezone preferred


If you don’t see yourself fully reflected in every job requirement listed in the posting above, we still encourage you to reach out, apply, and tell us more about yourself in your application. Research has shown that some individuals only apply when they feel 100% qualified. We are committed to removing obstacles to ensure we have the best talent. 


ThoughtExchange prioritizes accessibility. Support is available upon request for candidates participating in all aspects of the selection process. Finally, we know from time to time, emergencies happen, and you may need to reschedule an interview - we understand and encourage you to be in communication without worrying about losing the opportunity or your credibility.


What we offer: 

ThoughtExchange wants to ensure our people are heard, supported, and cared for, so we invest in our employees. We continuously ask our employees what they need to ensure we're supporting their successes in the workplace and in life.


We are proud to offer our employees the following:


Benefits & Well-Being: From day one, you’ll receive a benefits package focused on health & wellness that includes a generous time off policy, flexible extended benefits plan options, and company-wide wellness days off scheduled through the year. Our benefits package also includes maternity & parental leave top-up programs and access to Maple, Inklebot, and Headspace which support our employees' primary care, mental health, and wellness needs.


Flexibility: We’ve been remote-first for over ten years. We’re contribution-focused and operate on mutual trust because we need you to feel empowered to be your best self. You know the circumstances in which you excel—where you work and how you structure your day.


Culture: We walk the walk when it comes to our product and ensure no important decisions are made without including our employees' perspectives. We value and prioritize everyone’s voice, so we use our anonymous, anti-bias platform to make sure people are comfortable sharing their real thoughts and feedback.


Compensation: We want you to do your best work, and part of that is being happy with your compensation. We pay fairly, considering the complexities of market rates, experience, location, and demand. We believe in pay transparency and pay equity. In addition to competitive pay and benefits, employees receive share options when joining the company.


Connection: In addition to remote hubs of employees across Canada and the US and offices in Rossland and Vancouver, we get together as a company every few years in some pretty cool locations. We also connect virtually as a company every month and celebrate one another in our #gratitude Slack channel. 


Growth: We host regular learning sessions. You also have access to an annual Professional Development stipend & Company Coach to ensure you can grow in your role & advance your career.


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Average salary estimate

$85750 / YEARLY (est.)
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$79000K
$92500K

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What You Should Know About Customer Success Manager (Sparrow Connected), ThoughtExchange

Are you ready to make a difference in the world of customer success? At ThoughtExchange, we’re on a mission to transform how leaders engage with their communities, and we need a passionate Customer Success Manager to join our Sparrow Connected team in Canada! You’ll play a crucial role in ensuring that our customers achieve their goals and maximize the value of their investment in our innovative omni-channel communication platform. This isn’t just any job; you’ll be the strategic advisor our clients rely on as they navigate onboarding, adoption, and growth. You will build strong, trusted relationships and actively engage with customers, helping them leverage Sparrow’s features to meet their objectives. You'll also work closely with cross-functional teams like Sales, Product, and Support, ensuring seamless experiences every step of the way. An ideal Customer Success Manager at ThoughtExchange should be proactive, analytical, and relationship-focused—ready to gather feedback and advocate for customer needs. If you’re driven by making a positive impact and have a knack for solving challenges, we invite you to bring your expertise to our dynamic team. With competitive compensation ranging from $79,000 to $92,500 CAD and a supportive work culture that prioritizes employee well-being, your new journey with us is just a step away.

Frequently Asked Questions (FAQs) for Customer Success Manager (Sparrow Connected) Role at ThoughtExchange
What are the key responsibilities of a Customer Success Manager at ThoughtExchange?

As a Customer Success Manager at ThoughtExchange, you will be responsible for onboarding clients using Sparrow’s TakeFlight program and developing strong relationships that support customer goals. Other key responsibilities include regular customer check-ins, conducting product training, analyzing feedback for improvements, and collaborating with cross-functional teams to drive customer success.

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What qualifications are required for the Customer Success Manager position at ThoughtExchange?

To qualify for the Customer Success Manager role at ThoughtExchange, you should have a minimum of 2 years of experience in Customer Success, Implementation, or a related field within a SaaS or tech environment. Strong project management skills, excellent relationship-building abilities, and a proactive mindset are essential for success in this role.

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How can a Customer Success Manager enhance customer satisfaction at ThoughtExchange?

A Customer Success Manager at ThoughtExchange enhances customer satisfaction by proactively guiding clients throughout their journey with Sparrow's products. This includes onboarding, regular check-ins, providing product knowledge, and gathering feedback to improve the overall customer experience, ultimately ensuring long-term customer success and retention.

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What benefits does ThoughtExchange offer to its Customer Success Managers?

ThoughtExchange offers a comprehensive benefits package that includes wellness programs, flexible working conditions, generous time-off policies, maternity and parental leave top-ups, and access to health resources. Employees also enjoy a supportive company culture that prioritizes their voice, growth opportunities, and competitive compensation.

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What makes working at ThoughtExchange as a Customer Success Manager unique?

Working at ThoughtExchange as a Customer Success Manager is unique due to the empowering culture focused on community impact and employee well-being. The company's commitment to employee voice and feedback, along with its innovative approach to customer engagement, ensures that you’ll have the opportunity to make a significant difference while growing in your career.

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Common Interview Questions for Customer Success Manager (Sparrow Connected)
How do you prioritize customer needs as a Customer Success Manager?

To effectively prioritize customer needs as a Customer Success Manager, I would assess client feedback, track usage data, and identify emerging trends. Open communication with customers also helps in understanding their challenges and setting priority milestones that align with their objectives.

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Can you describe a situation where you turned a dissatisfied customer into a satisfied one?

In a past role, I encountered a dissatisfied customer who felt their needs weren't being met. By actively listening to their concerns and conducting a thorough review of their usage, I was able to identify gaps in service. I then organized a dedicated training session that showcased features designed to address their pain points, leading to increased satisfaction and renewal.

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What strategies would you use to drive customer adoption of Sparrow’s products?

To drive adoption of Sparrow’s products, I would utilize a combination of personalized training sessions, developing valuable resource materials like tutorials, and conducting regular check-ins to ensure customers are utilizing features effectively. Gathering feedback during these engagements can further enhance product relevance to their needs.

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How do you handle a challenging customer interaction?

Handling a challenging customer interaction requires patience and active listening. I would focus on understanding their concern fully before responding, demonstrating empathy, and reassuring them that their issues are valid. Collaboratively, we can then explore solutions that align with their needs and expectations.

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What metrics do you think are important to track in customer success?

Key metrics for tracking customer success include customer retention rates, product usage statistics, net promoter score (NPS), and customer satisfaction ratings. These metrics provide insights into customer engagement and potential areas for improvement.

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How do you stay updated on industry trends affecting customer success?

I stay updated on industry trends affecting customer success by subscribing to relevant publications, attending webinars, participating in professional networks, and engaging with thought leaders on platforms like LinkedIn. Continuous learning through courses also enhances my knowledge.

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Describe your experience with cross-functional collaboration.

In my previous roles, I collaborated with Sales, Product, and Support teams to synergize efforts towards common goals. By regularly communicating insights and customer feedback, we could shape services and identify opportunities for enhancements collectively.

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What role do you believe customer feedback plays in product development?

Customer feedback is vital in product development as it provides direct insights into user experience and areas for improvement. By advocating for our customers’ needs, we can better align our product offerings with their expectations and enhance overall customer satisfaction.

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What tools are you proficient with that aid customer success?

I am proficient in various customer success platforms and CRM tools, including Microsoft Teams and SharePoint. Proficiency with analytics tools also helps in monitoring customer engagement metrics and identifying areas for improvement.

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How would you plan an onboarding process for a new customer?

I would begin with an introductory meeting to understand the customer's specific needs, followed by a structured onboarding agenda that includes training on key product features, setting measurable milestones, and scheduling regular follow-ups to address any questions or concerns as they arise.

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Thoughtexchange™ is The Group Insight Platform™ that brings an empowered community together to work toward common solutions. Collaborative leaders use Thoughtexchange to hear the community’s thoughts and surface and develop the best ideas. Stakeho...

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Full-time, remote
DATE POSTED
March 13, 2025

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