Customer Success Manager

2 weeks ago

Chicago, Illinois, United States Canto Full time
Job Overview

Position: Manager, Implementation (North America)

Location: Remote (US - eligible states only)

Company Overview:

Canto is revolutionizing the digital asset management (DAM) industry. Our platform serves as a unified source for brands to organize, access, and share their digital assets, enhancing content value, speeding up production, and ensuring brand consistency. With a focus on efficiency and collaboration, we leverage data-driven insights and AI to assist companies in not just managing but maximizing their digital content. At Canto, we are more than just a DAM solution; we are a driving force for brand transformation. Join us in our mission to redefine the DAM sector and empower brands to derive exceptional value from their digital assets.

Role Summary:

We are seeking a seasoned post-sales leader to join our Implementation Team. In this managerial role, you will mentor and develop a team of 7-10 Implementation Managers, assist high-priority clients, and drive key objectives. You will work collaboratively across departments to ensure clients experience a premier customer journey with Canto.

Key Responsibilities:

  • Lead, mentor, train, and recruit a high-performing team of remote Implementation Managers to achieve individual and collective goals.
  • Design and implement strategic enhancements to scale processes, services, and systems, enabling the team to surpass adoption, utilization, and retention targets.
  • Guide the team in building and maintaining robust customer relationships, serving as a mentor to navigate complex customer scenarios.
  • Collaborate with Sales, Support, Customer Success Managers, and Account Managers to drive favorable business outcomes.
  • Act as a thought leader, presenting innovative ideas to enhance existing processes.
  • Foster a culture of accountability and execution through data-driven strategies.
  • Support your team in achieving successful customer adoption and engagement goals, enhancing the customer lifetime journey and value.
  • Effectively resolve customer escalations to ensure maximum satisfaction and positive results.

Qualifications:

Required:

  • 3+ years of experience managing and developing Customer Success or Implementation Teams.
  • 6+ years of experience in Implementation or Customer Success Teams within SaaS environments.
  • Experience managing remote teams and cultivating a strong team culture.
  • Proven success in meeting team goals and objectives.
  • Strong technical acumen and problem-solving skills.
  • Ability to efficiently hire and onboard new Implementation Managers.
  • Excellent analytical skills with a capacity for data-driven decision-making.

Skills and Competencies:

  • Exceptional verbal and written communication skills, with experience engaging both large and small groups.
  • Ability to build cohesive teams, encourage collaboration, and leverage diverse skills to enhance implementation effectiveness.
  • Strong customer service orientation with a keen understanding of customer needs.
  • Capacity to adapt in a fast-paced, ever-changing environment.
  • Attention to detail and proficiency in solving complex challenges.
  • Commitment to transparent communication at all levels.

Why Join Canto?

Dynamic Environment: Experience the excitement and flexibility of a growing organization.

Direct Impact: Your contributions will directly influence our success.

Hands-On Learning: Our growth initiatives provide opportunities for real-time learning.

Supportive Culture: Enjoy a close-knit, collaborative work atmosphere.

Open Dialogue: We prioritize transparency and open communication.

Creative Problem Solving: Apply your creativity to real-world challenges.

Work-Life Balance: We respect the equilibrium between personal and professional commitments.

Opportunities for Advancement: As we expand, so do the opportunities for our team.

Diverse Perspectives: Learn from colleagues in a global environment.

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