Customer Success Manager

Support

Calgary, AB or Remote in Canada

Stock options

ICwhatUC has an employee stock option plan – one of the perks of joining a company as one of its foundational team members! Stock options are built directly into our compensation plan and are offered as a bonus when we hit collective company goals.

Unlimited vacation

ICwhatUC offers unlimited vacation to give our team the opportunity to rest and recharge without thinking about a 'vacation bank'. We take a minimum of two weeks off per year, and we are empowered to take more than that as long as we make sure to balance it with our workload.

Flexible/remote work schedule

At ICwhatUC, you're empowered to work wherever you want. We work asynchronous-first, with the goal of reducing company-wide meetings and empowering our team to choose the working hours that serve them best. Some customer-facing jobs may require a specific time zone and working hours.

Comprehensive benefits

All full-time ICwhatUC team members have access to our employer-paid comprehensive benefits plan and digital wellness benefit. We also offer stipends for mobile phones and remote work setup.

Who we are

At ICwhatUC, we’re on a mission to create the world's best real time and self serve experiences. Have you ever felt like you could fix a simple problem at home or on a job if you only had the right expertise to help you along? Us too.We’re a SaaS company backed by one of North America’s most successful seed stage investors, and we are keying up for a year of explosive growth. If you are looking for a hockey stick growth curve, you’ve found it. We are a Google Accelerator alumnus and we have key partnerships in place with AT&T and Masco. Our company is headquartered in Calgary and our team is spread across Canada’s major cities.As a company that challenges our customers to think differently about the way they do things, we approach our work differently, too. We respect and trust our team – our asynchronous culture allows our team to build their schedule around their life, not the other way around.


About the job

We’re looking for an engaging and creative Customer Success Manager to help us demonstrate the value of what we’re creating to new and existing customers.If you enjoy having a diverse workload, managing enterprise accounts, and collaborating with customers and team members, this might be the role for you.

What you’ll be doing

  • Own 8 to 12 enterprise accounts to ensure growth, value creation, and ongoing success.
  • Perform customer interviews to get feedback and find areas for improvement.
  • Provide training and coaching to clients.
  • Actively work with new clients during their Proof of Concept (trial) periods to ensure successful product launches and create demonstrable value for our clients.
  • Engage and manage inbound support requests, resolve issues and concerns where possible, escalate to management as needed.
  • Meaningfully contribute to team and company objectives and key results.
  • Tech stack: Slack, HubSpot, Pendo, Jira, Confluence, Google Suite

Your background

  • 2 years of experience working in a Customer Success role
  • 2 years of experience in a startup environment with a SaaS product
  • Experience working with enterprise (B2B) customers
  • A creative self-starter who is flexible and tenacious
  • Excellent communication skills and a high degree of reliability
  • A passion for digging in and solving problems

Benefits

  • Competitive salary
  • Work from anywhere (as long as it’s in the Pacific or Mountain time zones)
  • Unlimited vacation policy
  • ​​Full medical coverage
  • Company issued laptop, equipment
  • Wellness spending allowance and phone stipend
  • Employee stock option plan

Other opportunities

You will help design and bring to life a solution that will enable service teams to provide frictionless customer support.

Technology

Calgary, AB or Remote in Canada

You'll serve as the main point of contact for customers throughout the technical phases of the onboarding and manage projects through to completion.

Support

Calgary, AB or Remote in Canada

You'll own the development of new products and services end-to-end and execute roadmaps for the business.

Technology

Calgary, AB or Remote in Canada