Customer Success Manager - Oct/Nov 2024 - Jobs in Toronto

Job Description

Customer Success ManagerWho we are:Creyos (formerly Cambridge Brain Sciences) is a leading growth-stage B2B SaaS HealthTech company. Our proprietary brain health tools, including digital cognitive assessments and mental health questionnaires, are used by healthcare practitioners treating mental health conditions, brain injuries, aging, and other patient populations throughout the world, as well as by leading researchers. To learn more about our organization, please visit www.creyos.com. You will be part of a team that includes not just your typical SaaS business functions (Sales, Marketing, Customer Success), but also engineers, psychologists, business leaders, and even a world-renowned neuroscientist. We are proud to say that you will be surrounded by some of the smartest, enthusiastic, hard working and dedicated people that you’ll ever meet (at least, that we’ve ever met!). Who we are looking for: At Creyos, we know that solving big challenges requires unrelenting resilience. We don’t give up in achieving our goals. People who succeed at Creyos have a sense of urgency, a strong work ethic, natural curiosity, strong internal drive, and enthusiasm about growing a company… as well as a sense of humor. If this all sounds good to you, we invite you to join us!Please note that this is a hybrid opportunity based in Toronto, ON. What you will be doing:The Customer Success Manager is responsible for driving retention, customer renewals and upsell activity, as well as ensuring client satisfaction throughout the customer lifecycle. This role is pivotal within the organization, and you will be directly responsible for key business metrics such as contract utilization, customer retention, and net promoter score. The perfect candidate for this role will have a proven track record of retaining clients and revenue, as well as high customer satisfaction scores.As a Customer Success Manager at Creyos, you will be responsible for:

• Working with health care professionals and their operations staff to quickly and efficiently onboard and implement Creyos Health into their practices with minimal administrative burden
• Managing the customer lifecycle, and identifying at-risk accounts that are exhibiting lower-than-anticipated usage levels, and executing re-activation plans to increase stickiness
• Acting as the voice of the customer and ensuring their needs are met by working with necessary cross-functional groups (e.g., Product teams) to swiftly and efficiently resolve any technical or logistical problems that customers may be experiencing
• Assuming ownership over product education initiatives such as running webinars for new features, drafting FAQs and How-To articles, or executing other tactics that help maximize the value customers derive from Creyos Health
• Consistently measuring and optimizing the impact of your effort through surveys (e.g, NPS), usage metrics and other KPIs as required
• Driving the overall renewal process as customers reach the end of their yearly contract terms—as part of this process, you will be responsible for planning and conducting renewal conversations with customers with the goal of increasing customer and revenue retention rates, while identifying at-risk accounts and determining a strategy to rectify
• Build and maintain strong relationships and collaborate cross-functionally with Sales, Marketing, Product, Engineering and Finance teams

The skills and experience we are looking for:

• 2+ years of customer success experience, working in an environment where you were responsible for driving customer retention and renewals, as well as customer onboarding, lifecycle management and support
• Undergraduate degree or college diploma, preferably in business or science
• A track record of adapting to change and contributing to a company’s evolution
• Interest or background in the neurosciences and/or healthcare technology
• Hard working with exceptional communication skills
• A self-starter with a keen interest to learn and be mentored
• Demonstrated ability to thrive in a fast paced and dynamic working environment
• Bonus: Experience working in start-ups and/or early to mid-stage companies
• Bonus: Experience working in health tech

Some of the reasons people choose to join the Creyos team include:

• Grow through our career paths leading to more senior roles. We invest in the development of our team members, provide significant opportunities for growth and career advancement, and do everything we can to support one another to ensure individual and team success. We regularly promote team members to more senior roles.
• Recharge during our annual company-wide break and extra holidays. In addition to vacation and quarterly Personal Days, every year we take a company-wide break in December to rest and recharge. We also give team members two additional holidays off per year: U.S. Independence Day and U.S. Thanksgiving, which we celebrate as Brain Holidays. We want you to feel motivated and energized at work!
• Get access to comprehensive benefits. We pride ourselves on offering benefits covering medical, dental, vision, mental health, wellness and more.

Additional information:Please note that in accordance with company policy, any successful candidate will be required to demonstrate proof of full vaccination against COVID-19. Creyos is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, and disability, or another legally protected status. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Creyos will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require accommodation, please notify our Talent Acquisition Manager directly and we will work with you to meet your needs.