Customer Success Manager

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, diverse, and collaborative individuals. Thanks to these efforts, we’ve been recognized among Best Companies' Group Inclusive Workplaces 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.

The Role: 

We are looking for a Customer Success Manager to join our Customer Success team at ThoughtExchange.  They will play a vital role in ensuring our customers achieve their goals and realize the full value of their investment in our platform.  They’ll act as a trusted advisor and strategic partner, building strong relationships with key stakeholders to drive engagement, renewals, and growth. By developing tailored success plans, delivering in-depth training, and providing ongoing support, they’ll enable customers to harness the power of ThoughtExchange for their unique needs.  This exciting role offers the opportunity to make a meaningful impact by supporting our School District partners across Canada and the US.

The hiring range for this role is $79,500-$88,500 CAD (OTE $114,000 - $126,5000). Your specific compensation within this range is determined based on your job-related skills, knowledge, experience, and our internal equity assessment.

• Serve as a trusted advisor & strategic partner through every stage of the customer journey to drive customer engagement & advocacy, secure renewals & identify growth opportunites 
• Build and foster multi-level customer relationships by deepening relationships with key contacts and identifying other key stakeholders at the customer's organization
• Lead the end-to-end renewal process, including territory planning, negotiation, execution of renewal & expansion/upsell opportunities, moving opportunities through the pipeline, and delivering accurate forecasts to CS leadership
• Develop success plans aligned with the customer's goals, business challenges and timelines and translate their vision into value-based solutions to drive product adoption and ROI 
• Support customers in onboarding, executing value-based engagements, provide recommendations on survey design and structure, and deliver ongoing training sessions as needed
• Conduct strategic business reviews to align with customers on priorities, product updates, customer satisfaction, engagement best practices and value received to date 
• Advocate for customer needs & pain points internally by ensuring customer feedback is documented and that critical insights are surfaced across key departments
• Use data and leading indicators to proactively identify customer risk & opportunities, taking action to mitigate risk & seizing opportunities for account growth
• Collaborate with internal teams, including Product, Support, and Development, to resolve customer challenges and ensure a seamless, consistent experience.
• Use internal systems & tools to track key accounts, contacts, opportunities, communications, and important notes in a timely manner
• Stay informed on product updates, emerging engagement strategies, and industry best practices to ensure alignment with current trends and deliver innovative solutions to customers
• Collaborate closely with cross-functional teams to share customer stories, gather referrals, support seamless new customer handoffs and support product improvements 

• Proven experience in Customer Success, Account Management, or a related role, preferably in a SaaS or technology environment.
• Demonstrated success in driving renewals, upsells, and managing complex customer accounts
• Strong relationship-building and interpersonal skills to foster trust and engagement with multi-level stakeholders
• Exceptional communication, presentation, and negotiation skills
• Ability to manage multiple deadlines, with excellent organizational and time-management skills
• Commitment to maintaining excellent data hygiene by promptly recording all notes, activities, milestones, and tasks related to customer interaction
• Excited by the ability to travel and to meet customers face-to-face as well as potential in-person team or company meetings (no more than once a quarter)

• Experience working in the Education vertical 
• Knowledge of survey design principles, engagement best practices, and/or ROI measurement
• Foundational knowledge of CRM (Customer Relationship Management) software for file management, updating accounts, and tracking health metrics
• Experience upselling or generating new business 

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 women and underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive, and diverse company. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply. 

ThoughtExchange welcomes applications from people with disabilities. 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're continuously asking our employees what they need to ensure we're supporting their successes in the workplace and 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 Mental Health 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.

Ownership: In addition to competitive pay and benefits, employees receive share options when joining the company. Additional options are awarded throughout your ThoughtExchange career based on ongoing contributions to the company.

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. 

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 1-2 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: You can join regular Anti-racism, Diversity, Equity & Inclusion (ADEI) and Learning & Development sessions. You also have access to an annual Professional Development stipend & Company Coach to ensure you can grow in your role & advance your career.