Customer Success Manager

Customer Experience · Ottawa, Ontario
Department Customer Experience
Employment Type Full-Time
Minimum Experience Mid-level

FigBytes connects data with purpose. The FigBytes platform captures Environmental, Social and Governance (ESG) data from across your organization, existing systems, and external sources and manages it in one, integrated, cloud-based platform that connects to your strategy, automates industry reporting, and simplifies stakeholder engagement.

The only strategic sustainability and ESG platform on the market, our complex data capabilities and ability to empower our customers to tell their story is unmatched. As the pressure on organizations to become more transparent around their ESG risks increases, FigBytes enables them to capture, calculate, analyze, report and communicate their ESG impacts and progress to regulatory authorities, frameworks, customers and investors.

At FigBytes, we are guided by the core principle that the success of our customers is fundamental to everything we do. As our Customer Success Manager (CSM), you play a crucial role in helping us achieve this important mission.


Role & Responsibilities


As a CSM, your job responsibilities will include:

  • Manage your portfolio of customers with a strategic focus on driving incremental value.
  • Partner with your customers to collaboratively achieve their ESG objectives.
  • Understand your customers’ business priorities and support their challenges and needs through their FigBytes solution.
  • Engage with customers during implementation and throughout the customer journey with a focus on relationship management.
  • Report on key metrics for customer health, usage, feature adoption and advocacy.
  • Analyze customer data to improve customer experience and mitigate risk.
  • Conduct product demonstrations and user trainings for your customers.
  • Create and present value-added presentations including Business Reviews, Value Assessments and Analytics Deep Dives to reinforce value and ROI delivered.
  • Execute renewal playbook activities to maximize renewals and minimize customer churn.
  • Create success plans to manage customer growth and expansion opportunities.
  • Evaluate and improve customer training guides and other educational collateral provided to enhance self-service capabilities within the FigBytes platform.
  • Act as a trusted advisor for your clients and mediate between your clients and the organization to ensure customer satisfaction.
  • Handle and resolve customer requests and complaints.
  • Advocate on behalf of your customers and regularly provide “Voice of Customer” feedback as it pertains to product, partnership with FigBytes, and more.


Qualifications:


Our ideal candidate for the CSM role would have the following qualifications:

  • 3+ years of experience working in a Customer Success, Retention or Account Management role in a B2B SaaS company.
  • Excellent presentation skills, including the ability to demystify complex technical solutions.
  • A passion for customer advocacy.
  • Incredible written and oral communication skills.
  • Creative problem-solving and solutioning skills.
  • Collaborative mindset and ability to work closely and effectively with internal teams and stakeholders.
  • Proven experience consistently achieving goals, KPIs and other metrics.
  • Experience with project management, business consultation and workflow optimization.
  • Strong attention to detail and time management skills.
  • Passion for, and/or experience with, sustainability, environmental sciences, GHG accounting, Environmental, Social and Governance (ESG) and Corporate Social Responsibility (CSR) frameworks.


FigBytes is an equal opportunity employer; we welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Thank You

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  • Location
    Ottawa, Ontario
  • Department
    Customer Experience
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level