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Customer Success Professional

2 months ago

Chicago, Illinois, United States Canto Full time
About the Role

Canto is a leading digital asset management company that empowers brands to extract unparalleled value from their digital assets. As a Customer Success Manager, you will play a critical role in helping our customers achieve their business goals and drive success through positive Net Promoter Score (NPS) and retention.

Key Responsibilities:
  • Act as the primary point of contact for customer inquiries, issues, and feedback.
  • Develop and maintain strong relationships with key stakeholders and decision-makers within customer organizations.
  • Work closely with the support team to resolve customer issues and provide ongoing support and guidance.
  • Drive customer adoption by monitoring and analyzing customer usage data.
  • Regularly review and assess customer health metrics to proactively address any issues.
  • Create and deliver ongoing training, feature updates, webinars, tutorials, and documentation to increase adoption.
  • Help forecast and mitigate risk, ensuring growth and drive customer satisfaction.
  • Develop and execute plans to improve customer retention and reduce churn.
  • Represent the voice of the customer within the company, providing feedback to internal teams to improve products and services.
Requirements:
  • 3+ years of experience in a customer-facing role such as customer success, account management, or sales, working at Software as a Service (SaaS) companies.
  • Effective communication and interpersonal skills.
  • Ability to deliver insightful and compelling presentations, navigate difficult customer conversations, and provide clear and timely information.
  • Proactive and solution-oriented mindset.
  • Excellent problem-solving skills and ability to think strategically.
  • Strong organizational skills and meticulous attention to detail.
  • Familiarity with digital marketing and/or data ecosystems.
  • Data-driven and experience with tools like Salesforce, Zendesk, Pendo, and Churnzero.
About Canto

Canto is a fast-growing company that values innovation, collaboration, and customer success. We offer a dynamic and supportive work environment, opportunities for growth and development, and a chance to make a real impact in the digital asset management industry.

What We Offer:
  • Start-up spirit and flexibility.
  • Hands-on impact and opportunities for growth.
  • Learning by doing and real-time feedback.
  • A close-knit and supportive team.
  • Open communication and transparency.
  • Problem-solving opportunities and creative freedom.
  • Work-life harmony and respect for personal and professional boundaries.
  • Growth opportunities and career development.
  • Cultural exchange and diversity.

This position is eligible for hire in the following states: AZ, CA, CO, CT, FL, GA, IA, ID, IL, MA, MD, ME, MI, MN, MS, NC, NY, OR, PA, SC, TX, UT, WA & WI. Candidates must reside in or be willing to relocate to one of these states at the time of employment.