Senior Customer Success Manager

About Achievers

The "Achievers Employee Experience Platform™" empowers employees to recognize each other in real time and aligns them to the values and goals of the company. With almost 4 million global users, the Employee Experience Platform enables employees in over 170 countries. Visit us at www.achievers.com to learn more, and check out our platform in action here. Join us in our mission to Change the Way the World Works™!

Our commitment to you:

At Achievers, we hire you for you because we value the unique perspective and individuality that each person brings to our team. We are committed to creating an inclusive, diverse, and equitable workplace where you belong, and your contributions are celebrated. You'll have the opportunity to collaborate with a diverse group of colleagues who appreciate your strengths and are excited to learn from your experiences.

We are looking for a Senior Customer Success Manager to join our team in Toronto! As a Senior Customer Success Manager, you will be responsible for driving strategy for the Achievers recognition and engagement platform while continuously driving value for our customers. You will play a key role with our customers by promoting product adoption, highlighting best practices and implementing recognition strategies. If you are passionate about customer success, have a knack for sales and a flare for technology you’ll fit right in! 

• Provide expertise on the Achievers platform and highlight key features and functionality allowing the customer to execute their employee recognition strategies 
• Establish measurable goals and KPIs for your customer accounts 
• Track all implementation and post-implementation adoption activities 
• Drive usage and adoption of the platform and communicate best practices by hosting virtual meetings 
• Meet with your customers face-to-face to plan program rollouts and explore cross-functional use cases where Achievers can help meet needs 
• Connect with your customers to update on outstanding queries, reports and campaigns 
• Manage a revenue pipeline while up-selling and cross-selling within the existing programs 
• Lead customer workshops and training around product updates & new features 
• Provide regular status reports to stakeholders on progress against established goals and manage account escalations 
• Understand your customers’ requirements and their level of adoption of the Achievers platform to proactively assess risk in upcoming contract renewals 
• Recognize your peers for being awesome! 

• 3 - 5 years of account management experience at a software/SAAS company 
• Strong business acumen and proven ability to influence decision makers in various sizes of organizations 
• Individuals who have completed formal sales training through a recognized program 
• Proficiency with CRMs such as Salesforce or other force.com platforms 
• Experience in preparing and delivering presentations targeted to a senior audience 
• Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience 
• Demonstrated analytical skills utilizing Excel and/or PowerPoint to arrange and display relevant information during customer business reviews 
• Experience managing a sales pipeline and carrying a sales quota 
• Strong customer-facing skills including expectation management, communication skills, information management 
• Bachelor’s Degree 

Why you’ll love working at Achievers:

We are passionate about disruptive technology that’s rooted in science, research and data.

We understand the value of employee success in the workplace and have been recognized in numerous publications for our contributions to HR, for technical excellence, and for our outstanding workplace culture!

We foster an environment of connection, security, and community. You’ll feel at home, without reservation. 

We believe in moving quickly, failing fast, and adapting to change. 

We enjoy coming to work every day because we believe in our product and love our culture.

We’re committed to achieving excellence in everything we do. 

Benefits & Perks for permanent full time employees:

·      Competitive Pay 💰

·      Parental Leave Top-up 👶🏼

·      Health Benefits and Life Insurance Coverage Upon Your First Day  🩺

·      RRSP Matching 🙌🏼

·      Flexible Vacation  🏖️ 

·      Employee and Family Assistance Program  🤝🏽

·      Full access to the LinkedIn Learning Library 👩‍💻

·      Internal Mentorship Program  🎓

·      Employee-Led Employee Resource Groups  👏🏼

·      A beautiful office space located in Liberty Village, Toronto 🇨🇦

·      Participation in our Points-based Employee Recognition Program ✨ 

·      Opportunities for professional development and career growth 📈 

Our work environment:

Achievers is a hybrid-first company located at 99 Atlantic Ave in Liberty Village, Toronto. Our hybrid work experience is designed to cultivate an engaging employee experience, where pioneering research intersects with cutting-edge technology. We strongly believe that collocating teams increases the chance to innovate together, foster passive learning, create spontaneous connections, and promote better communication.

Achievers does not offer employment to prospects without first ensuring that qualified candidates speak directly with the hiring manager and a member of our HR team. All qualification will be done face-to-face, whether that is in person or over Zoom. Achievers does not send out offers of employment without meeting candidates and does not offer employment via text. If you are requested for any personal information via text and/or without having met a member of our hiring team in person, please disregard.

Our employees are a diverse and inclusive team of passionate, hardworking individuals. Achievers is committed to creating an environment where our employees can do the best work of their lives. We encourage all qualified candidates to apply to join our A-Player family. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Achievers is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.