Loopio
Scaled Customer Success Manager
Toronto, ON Hub, Remote. Posted 16 days ago
The role
You will work within the Scaled Customer Success team to help customers through a digital-led customer journey. You will develop digital communications, monitor customer health metrics, and use Gainsight to drive product adoption and reduce churn.
What you will do
- Help customers through a digital-led customer journey
- Gather customer feedback and provide guidance on product adoption
- Develop digital communications with cross-functional departments
- Create standardized, personalized communications based on triggers
- Monitor customer health, usage trends, and engagement metrics
- Partner with Adoption Services, Renewals, and Education teams
- Partner with Customer Enablement Managers for onboarding transitions
- Use Gainsight to build success plays, email templates, and meeting frameworks
- Provide value-add services like webinars and in-app guides
Required qualifications
- Impeccable written and oral communication skills
- Naturally curious
- Highly organized
- Master of project management
- Ability to drive high-volume engagements and manage a large book of business
- Superb relationship-building skills
- Extremely analytical
- At least one year of experience in Customer Success, customer service, or customer marketing
Nice to have
- Experience in SaaS
Benefits
- Professional mastery allowance for learning support
- Health and wellness benefits starting day 1
- MacBook laptop
- Monthly phone and internet subsidy
- Work-from-home budget
- Claude account
- Flexible co-working locations in ON and BC
About the company
Loopio is a remote-first workplace headquartered in Canada with hub regions around the world. It is an award-winning workplace with a supportive culture.