About the Client:
Our client is a profitable B2B SaaS company serving higher ed. Its platform is built into the daily workflow of the institutions it serves, which makes it hard to replace, and customers stay for years. Growth so far has come from referrals and word of mouth. New investment is now funding a clear growth plan: building out sales and marketing, bringing AI and automation into the product, and expanding beyond its home market. The team is small and has been together a long time, with very little turnover. Leadership works closely with the team and makes decisions quickly. The company is remote first and based in the GTA, with regular in-person time that’s increasing.
The Opportunity:
Today the CEO is the client team. Support tickets, a school stuck on a document approval, a dean asking about renewal: all of it lands on one desk. Most of the time the company hears from a client only after something has gone wrong. With new investment behind the next stage of growth, that has to change.
You take it over. You become the senior contact for every school, and you set the rhythm: monthly check-ins with the top accounts, quarterly reviews with deans and chairs, and a check-in every six months with everyone else. You own every renewal from 100 days out to signature. The Help Desk Manager and Account Manager report to you, because a student who can’t upload a form is often the first sign that a program lead is losing patience.
In your first 90 days you write the escalation runbook and define the at-risk signals, such as rising ticket volume, falling usage and slow verification completion, so the team sees trouble coming. After that you lead the rollout of new pricing to existing clients, host the client admin webinar three times a year, and get out to campuses across the GTA and to the conferences where these schools meet.
You succeed when renewals close on time and client issues stop reaching the CEO.
The Skills/Requirement Needed to Succeed:
- 4+ years owning a book of existing clients end to end at a B2B SaaS or services company, renewals included. Your results show up in CSAT, NPS or retention, not upsell revenue.
- Experience as the senior contact for large institutional clients in higher ed, healthcare, government or large enterprise.
- Experience running a tiered service model and acting as the escalation point, including deciding what to fix yourself and what to take to leadership.
- Experience managing a direct report or overseeing a help desk or support function.
- Experience owning renewals in HubSpot or a similar CRM, and reporting to leadership on renewals, escalations and at-risk accounts.
- Experience presenting to client leadership and communicating a pricing change without losing the account.
- You live in the GTA, can be in the office one day a week, and are excited to visit clients on site.
Martyn Bassett Associates:
Martyn Bassett Associates is a team of recruiters solving the ambitious goals of startups and scale-ups by recruiting world-class sales, marketing, and product management talent who deliver growth and scale. We’ve helped over 1500 candidates land their next big opportunity at companies like Shopify, Extreme Networks, Wattpad, Loopio, Readdle, ClearCo, Workleap, Invicti, Resolve Pay, The Herjavec Group, GE Energy, GE Health, Enable, RBC Ventures, Unibuddy, Cognota, Thalmic Labs (now Google Glass), Eloqua (now Oracle Marketing Cloud) to name a few.
