Senior Customer Success Manager
Knak
Knak is a mission-driven company
Why? Because our time is limited, our competition is fierce, and our margin for error is small. For us to have the greatest impact on the world, we need to be laser focused on our core mission, which is...
Empowering people to be creative.
That’s why Knak exists.
We are a world-class enterprise email and landing page creation platform with a focus on making successful and happy customers by providing them with an incredibly powerful, yet easy to use creation platform.
Our industry leading SaaS solution is built by Marketers, for Marketers. We know that it’s the small things that make the biggest impact and that emails and landing pages are where the rubber hits the road when it comes to Marketing Automation. We change the way Marketers work by making them more efficient, while improving conversion rate of their campaigns and helping them stay on brand.
Oh, and we have a bit of fun while doing it, too!
The Role:
Our Customer Success team is looking for a Senior Customer Success Manager (CSM) to join the team. Our CSMs are our customer’s main point of contact for all things Knak and campaign creation best practices. They will ensure our customers’ success post-implementation by meeting with customers on a regular basis and working with our key contacts to push for a global campaign creation transformation to unlock the full potential and value of Knak. The CSMs will be product and campaign creation process experts. They will be responsible for renewing, upgrading, and cross-selling accounts as well as generating Customer Success Qualified leads for an Account Management team to manage. The CSM will be the customer's trusted advisor and partner, they should be considered an extension of the customer’s team.
Your Responsibilities:
- Manage a high-value Cheetah and large Greyhound book of business
- Build deep relationships with customers and foster overall positive customer sentiment
- Understand each customer’s current state, goals, and desired value outcomes; identify gaps and take action to achieve outcomes
- Identify and execute growth opportunities in collaboration with the account team
- Build a success plan to achieve the customer’s desired outcome
- Measure client results and progress with metrics important to the customer and Knak; review annually via executive business reviews
- Create and maintain account plans (organizational structure, business information, process maps, etc.)
- Proactively recommend solutions to address client needs
- Provide focused training, education, and best practices to customers
- Identify high-value at-risk customers and lead execution of recovery plans
- Be the voice of the customer internally to drive continuous product improvements based on feedback
- Encourage deeper product adoption and ensure clients recognize value from Knak
- Actively manage and improve the customer experience/journey
What You Should Have:
- 3+ years of experience in Customer Success/Service
- Deep curiosity; ability to ask impactful questions related to business outcomes and strategy
- Ability to form strong personal connections with champions and executives
- Ability to learn complex customer environments and recommend change management practices
- Strong command of a room (virtually and in person)
- Negotiation skills (not just price)
- Firm and fair approach
- Leadership; can rally teams internally and externally toward goals
- Data-driven and analytical, able to drive impactful executive business reviews (EBRs)
Nice to haves:
- Email or Landing Page experience (Marketing, WYSIWYG editors or HTML/CSS)
- Experience with SFDC, Gainsight, Intercom, Tableau, Sequel DB or Marketo
- Experience in a start-up SaaS/Tech environment
What We Offer
At Knak we have four foundational pillars. Culture, customers, product and growth. Culture is our number one pillar because we know that is at the core of building a strong company that can build amazing products and delight our customers. We do this with a laser focus on hiring the right people who are smart, positive and who want more than the typical nine-to-five offers.
We offer an extremely rewarding, second to none work environment as acknowledged by Ottawa’s Best Places to Work 2024! We show our investment in our people through our competitive salaries, equity in the company, great benefits, paid vacation, Life leave days (because life happens), team lunches and off-sites, and most importantly our commitment to YOUR career growth.
If this sounds like something you’re looking for, then we’d love to hear from you!
If you don’t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that women and underrepresented groups often only apply when they feel 100% qualified. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply. Knak believes in creating an inclusive, barrier-free working environment. If you require ANY accommodation to the interview process please contact culture@knak.com.
Click here to view the Knak Privacy Policy