Client Success Manager

Client Success and happiness has been a major distinguishing feature of Bonfire, from day one. Our clients love us! They rave about our amazing support and on-boarding, how quickly we get back to their requests, and how to incorporate their suggestions and ideas into the product. This has led them to renew contracts year after year, and to refer their colleagues to Bonfire. Client Success ensures the the continued success of Bonfire.

As a Client Success Manager, you will be the face of Bonfire with our clients... and also the voice of the client within Bonfire. There’s a lot of weight on your shoulders but also lots of opportunity. You’ll be responsible for many things, from on-boarding new clients, to ensuring our clients renew their contracts, to being proactive during the implementation period, to regularly touching base with clients at frequent intervals, to providing best-in-class support.

We need someone who is willing to get their hands into the weeds and willing to make every opportunity count with our clients. Someone who can “own” their responsibilities from start to finish.

What you'll be doing:

  • Own the client experience from contract signature onwards, leading the implementation of Bonfire from start to finish

  • Conduct weekly training webinars, hold user group meetings, create training and onboarding programs

  • Report client success metrics to the executive team

  • Schedule regular calls with clients to ensure ongoing usage, and to expand the use of Bonfire within the organization

  • Relay feature requests to the product team, working with our talented developers on designing and testing new features and modules

  • Create training material, including articles, videos and presentations

  • Work directly with our Sales Team to develop success strategies for major new clients

  • Respond to client support requests during high volume support times


About you:

  • You're scrappier than MacGyver

  • Empathy is your middle name - you’re a people person, and you enjoy interacting with new people day in, day out

  • Reliable, dependable, and self starting. You own your domain and will do whatever it takes to get the job done.

  • You understand that in a startup you wear multiple hats, there’s no job description to limit what you’ll do and what you won’t do

  • You’re always re-examining the process and looking to improve it. You don’t buy the “we’ve always done it this way” mantra


What we’re looking for

  • 1-3 years experience in a professional client success role or procurement role

  • Post-secondary education in a business, communications or technical discipline

  • Experience in the procurement industry is a major plus

  • Experience managing multiple projects at once

  • An analytical person, capable of taking on multiple projects at once

  • Strong attention to detail as well as excellent time management skills

  • Excellent conflict resolution and objection handling skills

  • Someone who can build and maintain lasting internal and external relationships

  • Strong presentation skills

  • Excellent knowledge of MS Word, Excel, PowerPoint