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Customer Success Manager

We’re seeking an ambitious, bright, and self-driven individual to join our customer success and sales team in Toronto. Our Customer Success Managers own the client relationship from sign up to event production and onsite operations. They are empathetic, active, consultative strategists working to understand customer needs and ensure adoption, helping customers to exceed their goals. From onboarding to engagement to event strategy, our CSMs are driven by customer success, satisfaction, and adoption.


What your day would look like:

  • Developing a consultative customer relationship with each of your accounts, becoming a trusted advisor for the customer and the event
  • Being the point of contact to ensure onboarding, adoption, and continued engagement is successful
  • Establishing clear, detailed plans for each customer, including actionable items and measurable goals in order to track success metrics
  • Building and maintaining long-term relationships based on trust and mutual happiness
  • Working closely with the Sales and Product teams to ensure customer needs are met and clearly communicating roadblocks to the team
  • Actively communicating product updates and relevant features to your customers, setting expectations and managing their experience


What we’re looking for:

  • Extremely organized with an ability to multitask and meet deadlines
  • Outstanding communication (written and oral), presentation/demonstration, and client interaction skills
  • Energetic, motivated self-starter with a track record of meeting and exceeding goals through creativity and relationship building
  • Excellent social and interpersonal skills; you’re friendly and outgoing and enjoy connecting with new people
  • Experience developing, delivering and executing customer adoption plans
  • 2+ years experience in a customer facing role; customer success, customer service, sales, or similar
  • 1-2 years direct customer engagement experience, ideally within a customer success team
  • Strong understanding of technology as well as how to effectively use it to best help our clients
  • Highly motivated, resourceful, and results-oriented to achieve goals
  • Proficiency using, MS Excel and Google Suite a plus


You should work at Universe if:

  • You are an independent, fast-learning, self-starter who takes ownership over solving hard problems
  • You’re energetic, passionate, and driven
  • Enjoy working as part of a team


Here's why you'll love working at Universe:

  • You'll be at the helm of your own career, shaping it with your own innovative contributions to a nascent team and product with flexible hours and a work from home policy
  • You'll enjoy the culture and perks of a startup, with the stability of a fortune 500 company. Perks include a full benefits package, matched RRSP contributions, 4 tickets to see a concert of your choice every year, unlimited access to Amphitheatre shows in North America for you and a friend, extended parental leave and benefits, and 4 weeks vacation (2 weeks during the Christmas holidays & 2 weeks of your choice)


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