Customer Success Manager (AMER)

Company Description

ApprovalMax is award-winning B2B software used by businesses around the world to approve bills and expenses. It streamlines the approval process for decision-makers by replacing paper and email approvals with automated workflows. ApprovalMax integrates with platforms such as Xero, QuickBooks Online, and Oracle NetSuite to unlock powerful efficiencies for approver's and finance teams. The company is globally recognized and has won’ Xero App Partner of the Year’ four times since 2020 in different countries.

Job Description

ApprovalMax is on the lookout for a motivated Customer Success Manager to join its dedicated Toronto team. In this role, you will act as a trusted advisor to our customers, helping them maximize the value of the ApprovalMax platform and ensuring a seamless onboarding and adoption experience.

You will work closely with finance teams and partners to strengthen customer relationships, drive product usage, and identify opportunities for growth. This role plays a key part in improving customer satisfaction, retention, and long-term customer success as our global customer base continues to expand.

This role is hybrid, with 2/3 days per week expected in the Toronto office.

Responsibilities

• Customer Onboarding and Enablement: Guide customers through the on-boarding process, ensuring they have the necessary resources, knowledge, and support to succeed. Provide training and enablement materials to help customer effectively utilize our products and services
• Relationship Management: Develop and maintain strong relationships with customers, acting as their primary point of contact. Proactively engage customers to understand their needs and identify opportunities for growth and collaboration.
• Performance Tracking and Analysis: Monitor and track customer performance metrics, including Monthly Recurring Revenue (MRR), customer satisfaction, and other key performance indicators (KPIs). Provide insights and recommendations to improve customer performance and identify areas for growth.
• Issue Resolution: Address customer inquiries, concerns, and escalations in a timely and effective manner. Collaborate with internal teams to resolve issues and ensure customers receive top-notch support.
• Customer Development: Work closely with customers to identify business opportunities and co-create strategies for expansion. Support customers in developing go-to-market plans, marketing initiatives, and joint sales efforts.
• Collaboration and Alignment: Foster collaboration and alignment with internal cross-functional teams, including sales, marketing, product, and support, to ensure a seamless customer experience.
• Up-sell and Cross-sell: Collaborate with customers to identify up-sell and cross-sell opportunities, maximizing customer value and revenue potential.
• Reporting and Documentation: Maintain accurate customers data, activities, and interactions in the company’s CRM system. Provide regular reports and updates on customer performance to the leadership team.

Desired Skills and Experience:

• 2+ years of experience in customer management, account management, or similar roles in SaaS Strong track record of driving customer success, retention, and revenue growth
• Excellent communication and interpersonal skills, with the ability to build and maintain lasting relationships
• Demonstrated problem-solving abilities and a customer-focused mindset
• Exceptional organizational skills and the ability to manage multiple projects simultaneously
• Self-motivated and proactive, with a passion for exceeding expectations

What We

• Salary - CA$90-100,000 base salary + variable compensation
• Health & Wellbeing Benefit Stipend
• Home Office Setup - one off £500 reimbursement, post probation
• 26 days of paid time off
• 1 additional day off for your birthday
• Service-years recognition financial reward
• Regular performance-based compensation reviews
• Growing international business with 20,000+ subscribers