Granum - Customer Success Manager
Requirements
• Ideally 2+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role • Impressive executive presence and exceptional communication skills, highly organized, collaborative, and detail oriented • Ability to create structure in ambiguous situations and design effective processes • Bias for action • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Implementation) • Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals • Empathetic, positive attitude with a desire to help our customers reach their goals • Results-driven mentality, with a bias for speed and action • Strong analytical skills with the ability to translate data into insights. Experience with Excel preferred • Comfort in a small company where we move quickly and wear many hats in a dynamic environment
Responsibilities
• At LMN, the customer success manager will own the client relationship after clients graduate from implementation. Using direct client feedback, and data-driven analysis, you will create strategies for increasing the value clients receive from LMN. Successful strategies will increase LMN’s “stickiness” thereby reducing churn and facilitating expansion. • Directly responsible for renewals and expansion, and collaborating closely with team members to generate these opportunities • Create and monitor customer health metrics to identify potential churn risks and accounts that need assistance receiving full value from LMN. • Audit customer adoption trends in ChurnZero to pinpoint product experiences that need simplification. • Manage NPS process from start to finish. Working with detractors to improve their LMN experience. • Represent the voice of the customer as LMN evaluates core product, marketing, and sales processes • Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base • Acting as an advocate between the company and your book of accounts • Help develop SOPs for our high ARR accounts to ensure engagement and overall success. • Monitor and encourage feature adoption, pushing clients to webinars and in-person events • Travel to support/facilitate education success events, including BootCamps, tradeshows, webinars, and partner events.
Benefits
• Canada-based candidates: Base $80,000-90,000 CAD + 10-15% bonus • US-based candidates: Base $75,000-85,000 USD + 10-15% bonus • In the U.S., we offer comprehensive medical, dental, and vision coverage with multiple plan options, plus additional add ons like HSA/FSA accounts, disability and life insurance, and more. • In Canada, we provide an employer-funded HSA-based benefits plan with drug, dental, and mental health coverage - giving you a flexible way to manage your healthcare needs. • Canada • We're committed to your financial future, with 401(k) matching for U.S. employees and RRSP matching for those in Canada. • 401(k) matching • RRSP matching • We invest in your growth through tailored career development conversations and support for tools, courses, and resources to help you thrive. • And when it comes to work-life balance? We offer unlimited Paid Time Off, paid company holidays, and a company-wide winter break from December 24 to January 1 - so you can truly recharge. • unlimited Paid Time Off • paid company holidays • company-wide winter break from December 24 to January 1 • Granum does not sponsor work authorization needs; candidates must have proper work authorization to work for any employer in Canada or the U.S, without sponsorship from the company.
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