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Canopy · 2 days ago

Mid Market Customer Success Manager

South Jordan, UT

Full-time

Hybrid

Entry, Mid Level

2+ years exp

Canopy is a fast-growing SaaS company in South Jordan, Utah, building simple, efficient software for accounting firms. The Mid Market Customer Success Manager will ensure customers realize value from Canopy's software, focusing on customer satisfaction, product adoption, and revenue retention.

AccountingBillingCRMDocument ManagementPaymentsProject ManagementSoftware

Growth Opportunities

Responsibilities

Responsible for supporting the relationships with Canopy’s high value, strategic clients

Help ensure customer satisfaction, support product adoption, and assist in demonstrating to our clients the value they are getting out of Canopy

Aid in retaining and increasing the revenue from your customer portfolio

Help the business owners identify, design, and implement the process changes that will make Canopy a seamless part of their business

Manage a book of Strategic customers

Oversee various projects occurring simultaneously across different departments to ensure that your customer portfolio is progressing towards their goals

Help clients set performance goals and obsess over their success

Analyze performance, troubleshoot client challenges and design creative solutions to obstacles

Assist in managing the lifecycle of your customer portfolio, which will be a pipeline of high-intensity projects

Look for new ways to work smarter, increase your effectiveness and delight our clients

Metrics will be focused on growth and retention

Maintain documentation/SOPs for customer account details

Assist on reporting value of Canopy products in weekly syncs, monthly check-ins, and quarterly EBRs, as needed

Tracking cases, bugs, and ongoing projects

Confidence confronting daily changes and obstacles in order to succeed in this environment of mastering new things

Come prepared each day to take initiative and have the motivation to complete tasks assigned by the team or discussed with your customer portfolio

Qualification

Customer Success experienceSaaS industry experienceMid Market customer experienceBachelor's degreeQBR/EBR reportingCustomer ROI identificationStart-up experienceExecutive presenceEmpathyAgilityProblem-solving

Required

2-3 years Customer Success experience

2+ years of SaaS industry experience

2+ years of experience working with Mid Market customers

Bachelor's degree

Start-up experience and self-starter, someone who craves accountability and ownership

Experience building, running, and reporting on regular QBR/EBR's

Ability to identify and highlight customer ROI and business value

Strong ability to think at scale while balancing customer experience outcomes

Proven track record of achieving net retention goals and contributing significantly to the other team revenue and engagement metrics

Success in effectively decreasing churn, increasing revenue, and wowing your customers

Strong executive presence, can engage well with various client stakeholders

Preferred

Experience working with clients in the Accounting space is preferred but not required

Benefits

Flexible Paid Time Off - that you’re actually encouraged to use plus 10 company holidays!

Health Benefits - including Medical, Dental, and Vision and an HSA Match.

401(k) - we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting.

Mental Health - all employees have access to Impact Suite & to our Employee Assistance Program (EAP).

Paid New Parent Leave & Birthing Parent Leave - so you’re able to care for your little ones.

Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage.

Nectar - our peer-to-peer recognition program to help our employees recognize the amazing work being done by other Canopians!

Company Events - including monthly company-wide meetings, summer parties, and more.

ERG Committees - drive initiatives around education, community outreach, recruiting, and onboarding, fostering an inclusive workplace and diverse employee engagement.

Fully-stocked kitchen - Keto? Vegan? Flexitarian? Mandalorian? We’ve got you covered.