Customer Success Manager

We are looking for someone with the perfect blend of strategic thinking, customer care, and entrepreneurial spirit to join our team as our Customer Success Manager. You will partner with our customers to understand their expected outcomes, measure success, and develop a system to track your progress.

 

About Plum:

Plum’s mission is to provide every employer with the data they need to predict with certainty the quality of their hires, develop their employees, and transform their company culture. 4X more predictive than a resume, Plum combines Artificial Intelligence with advanced Industrial/Organizational Psychology to predict which people have the greatest potential for succeeding in any role, in any organization.

We want to make Plum the best place you’ve ever worked. Here’s the culture you can expect when working for Plum:

Transparency. You'll see this in our biweekly Town Hall meetings, where we gather for breakfast and update the entire company on our departments' tasks and goals.

Teamwork. We have monthly professional development and team building outings. Whether it’s laser tag, bubble soccer, or axe throwing, we love having fun as a team.

Commitment. We treat our employees fairly with competitive benefits and flex time. We are committed to helping our employees reach their full potential with coaching and internal growth opportunities.

 

About the Role:

Ensure our customers achieve their expected outcomes through their interactions with Plum.

Enable customers to become familiar with the Plum product immediately, through onboarding and ongoing training.

Grow and maintain mutually beneficial relationships with customer champions to gain a 360-degree view of customer use cases, satisfaction, and perceived value.

Collect, organize, and analyze customer data to make informed decisions.

Create policies and procedures that optimize the customer experience.

Become a Subject Matter Expert in all things Plum and continue to grow your knowledge as the product evolves.

Gain and maintain knowledge of customers’ key objectives and provide valuable insight into how they should use Plum to achieve those objectives.

Formulate plans to align customers’ business needs with successful product use.

Provide timely support to all product users.

Track support requests and modify procedures to streamline support.

Identify and prioritize customer challenges, and actively suggest solutions.

Act as the customer’s trusted advisor to advocate for and represent the customer’s interests in all things Plum.

Help prepare/conduct regular Business Reviews.

Help drive customer references and case studies.

Special projects as needed.

 

About You:

You enjoy working in a start-up culture with a close-knit team that shares Plum’s values of commitment, achievement, teamwork, and transparency.

You are eager to join a company in which you can work hard and develop in a rewarding career with growth opportunities.

Continual learning and development is important to you and you are keen to be the Customer Success expert and leader.

You enjoy the challenge of working with a variety of different people at various levels, and your strong interpersonal skills enable you to do this with ease.

You are an excellent communicator and do not shy away from a difficult conversation. You have a profound ability to communicate with diplomacy and tact.

You like the idea of creating and refining the training and onboarding experience for customers to derive maximum value and adoption.

Being proactive is in your blood. You proactively manage your time and your customers to ultimately reduce churn, increase renewals, and provide customer-centric upsells.

You are customer-focused; you have a desire to help your customers meet/exceed their business goals.

You don’t mind being flexible when needed; you can anticipate change and adjust priorities and strategies accordingly.

Working as part of a team comes easy to you. You understand how to interact with colleagues to drive group goals.

You have a technical aptitude to learn software programs.

 

Nice to Have:

Understanding of recruiting / talent acquisition and talent management.

Bilingual (English/French).

Customer Success Management experience.

Experience with Hubspot and/or other CRM/CSM software.

Experience with customer support software.

 

To apply, please complete your Plum Profile: http://bit.ly/2JiLGyi

 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.