[Hiring] Customer Success Manager @ClearRisk

Role Description

ClearRisk is a rapidly scaling SaaS company. We are searching for a driven individual to join our Customer Success team as a Customer Success Manager, reporting to the Director of Customer Success. The ideal candidate is an entrepreneur at heart, has a passion for building external relationships, solving problems, and driving successful outcomes.

Location: St. John’s, NL, Canada or remote

ClearRisk empowers our customers by optimizing risk and improving safety for their employees and the general public. Our cloud-based claims and risk management solutions provide customers with a suite of tools and insights built for various industries.

You’ll have strong team support and a proven, mature SaaS solution that’s currently in use within over 350 organizations in North America providing documented results.

Qualifications

• University degree or college diploma in education, business administration, or equivalent.
• 3-5 years of direct work experience in Customer Success, learning and development, Account Management, Client Services, or a related role, preferably within a SaaS environment.
• Experience with CRM and Customer Success Management platforms such as Salesforce, ChurnZero, ClientSuccess, or similar tools.
• Technical aptitude to learn and explain software products, troubleshoot customer issues, and collaborate with development teams.
• Strong organizational and project management skills with attention to detail.
• Strong communicator, passionate about customer engagement, and skilled in delivering effective training programs.
• Strong analytical skills with the ability to interpret customer data and translate insights into actionable strategies.
• Outstanding written and verbal communication skills.
• Proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook.

Requirements

• Detail-oriented with excellent follow-through skills.
• Able to manage multiple customers, priorities, and projects without things slipping through the cracks.
• Comfortable guiding customers through software and leading conversations.
• Highly organized and process-driven, yet flexible to adapt to each customer’s unique needs.
• Proactive and accountable, anticipating problems and acting early.
• Ownership mindset, treating the customer portfolio as a responsibility for long-term success.
• Problem solver motivated to help organizations improve and operate more safely.

Benefits

• Growth opportunities as the company expands.
• Awesome office space with a flexible work environment.
• Culture of openness and idea generation.
• Transparency and open access to decision makers.
• Prioritization of diversity, inclusion, and community building.
• Competitive compensation package.

What you’ll do

• Serve as the primary contact for onboarding new customers, training ClearRisk users, and providing post go-live support.
• Conduct training through various methods, including online sessions, Q&As, webinars, and self-paced learning materials.
• Promote training sessions, webinars, and the ClearRisk Knowledge base to encourage participation and user adoption.
• Use data to evaluate the impact of training initiatives on customer success, product adoption, and business outcomes.
• Understand customers’ needs by communicating regularly, conducting interviews, and gathering feedback.
• Work directly with customers to create case studies and testimonials highlighting real ROI success stories.
• Collaborate closely with internal teams and customers to support contract renewals and expansion opportunities.
• Provide input into core product, marketing, and sales processes on behalf of the customer.
• Gauge customer engagement levels with the platform and provide regular feedback to internal teams.
• Provide insights and best practices to customers to ensure they maximize value from the ClearRisk platform.
• Oversee and monitor customer implementations to ensure timelines and deliverables are achieved.
• Collaborate with cross-functional teams to support continuous improvements to customer onboarding, implementation, and adoption processes.
• Collaborate with the development team to set up or configure the platform as per customers’ requirements.
• Create and hold yourself accountable for key performance metrics and reporting.
• Assist in evaluating and refining ClearRisk’s Customer Success processes, methodology, and structure.