Customer Success Manager

You’re passionate about delivering best-in-class customer experience and eager to build your skills. You’re highly organized, with excellent interpersonal skills, and have a passion for technology.

We’re Jostle! We geek out about all things workplace while building our employee success platform. Our platform enables employees to communicate, connect, and celebrate across locations and departments. We’ve helped companies around the world unlock organizational success!

Working at Jostle is about building connections, improving skills, and learning from each other. Here you’ll find inspiring teammates and meaningful work. If you want to be challenged and have fun while being supported by people who care about your growth, let’s talk.

The Customer Success team is responsible for ensuring the success and satisfaction of our customers throughout their lifecycle. You’ll work closely with your customers, providing best practices and coaching them to reach their goals. Each Customer Success Manager (CSM) manages a growing portfolio of new and established customers, with a strong focus on mid-enterprise accounts.

This is a remote role open to candidates across Canada, with the expectation of starting work by 8:00 AM Eastern Time, as many of our customers are based in Europe. You’ll be part of a close-knit, collaborative team, with the opportunity to work primarily from home. While most of your work will be from home, you’ll travel to our Vancouver office once a year for team-building, strategic planning, and celebration.

Jostle is committed to providing fair compensation, equity, and benefits. The salary offered for this role is $55,000 to $85,000 and will be based on the candidate's experience and expertise. For a full list of benefits, please continue scrolling below. Come join us—we’re excited to meet you, and thank you for considering Jostle!

What you'll do:

• Own a dynamic portfolio of mid-market customers, along with a range of smaller and enterprise-level accounts
• Lead onboarding efforts and cultivate strong, long-term relationships across the entire customer lifecycle
• Conduct regular account reviews with customers to drive platform usage, identify business challenges, and coach them on best practices
• Proactively analyze customers’ usage data and take necessary actions to reduce customer churn, improve feature adoption, and expand customer retention rate
• Partner with cross-functional teams (Marketing, Support, Sales, and Product) to attend to customer needs and relay feedback to our product team
• Manage the customer expectations for renewal and provide the information to the Finance team for billing the customer
  
  

What you'll need:

• You’re tech-savvy and able to comprehend and communicate highly technical details related to SaaS products
• You’re a dedicated team player with innovative ideas to inspire customer adoption
• You’re customer-orientated and empathetic
• You're good at building and maintaining customer relationships
  You’re a quick learner and natural problem solver who can think on your feet
• You’re highly organized and detail-oriented with the ability to multitask
• You have excellent English written and oral communication skills
• You’re legally able to work in Canada
  
  

What would come in handy:

• Post-secondary education related to this field or equivalent career experience
• 1–3 years of experience in a SaaS company
• 3–5 years of experience in Account Management, preferably in a client-facing or relationship-focused role
• Familiar with Salesforce, HubSpot, Google Workspace, Microsoft Office Suite, and Zendesk