Mid Market Customer Success Manager

Mid Market Customer Success Manager

Canopy, Canopy HQ

About Us

Canopy is a fast-growing SaaS company in South Jordan, Utah building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry. 

Our goal is to help our clients unlock the firm they've always wanted with our Practice Management Suite. We place strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way. 

Click here to see why our clients love Canopy.

Interested in learning more about Canopy & the industry? Check out our blog here where you can find great information on our product features, industry news, practice management, and more

The Opportunity

As a key member of the Customer Experience organization, your primary responsibility as a Mid Market Customer Success Manager will be to ensure our customers realize a tangible value from our software. Your outstanding performance, empathy, agility, and forward-thinking problem-solving in this role are critical to the future success of Canopy. You will report directly to the Head of Customer Experience.

This is a hybrid position, M,W, F in office in South Jordan, UT. Applicants must be located in the US.

What You'll Do:

• Responsible for supporting the relationships with Canopy's high value, strategic clients.
• Help ensure customer satisfaction, support product adoption, and assist in demonstrating to our clients the value they are getting out of Canopy.
• Aid in retaining and increasing the revenue from your customer portfolio.
• Help the business owners identify, design, and implement the process changes that will make Canopy a seamless part of their business.
• Manage a book of Strategic customers.
• Oversee various projects occurring simultaneously across different departments to ensure that your customer portfolio is progressing towards their goals.
• Help clients set performance goals and obsess over their success.
• Analyze performance, troubleshoot client challenges and design creative solutions to obstacles.
• Assist in managing the lifecycle of your customer portfolio, which will be a pipeline of high-intensity projects.
• Look for new ways to work smarter, increase your effectiveness and delight our clients.
• Metrics will be focused on growth and retention.
• Maintain documentation/SOPs for customer account details.
• Assist on reporting value of Canopy products in weekly syncs, monthly check-ins, and quarterly EBRs, as needed.
• Tracking cases, bugs, and ongoing projects.
• Confidence confronting daily changes and obstacles in order to succeed in this environment of mastering new things.
• Come prepared each day to take initiative and have the motivation to complete tasks assigned by the team or discussed with your customer portfolio.

What We're Looking For:

• 2-3 years Customer Success experience 
• 2+ years of SaaS industry experience
• 2+ years of experience working with Mid Market customers
• Bachelor's degree
• Start-up experience and self-starter, someone who craves accountability and ownership
• Experience building, running, and reporting on regular QBR/EBR's
• Ability to identify and highlight customer ROI and business value
• Strong ability to think at scale while balancing customer experience outcomes
• Proven track record of achieving net retention goals and contributing significantly to the other team revenue and engagement metrics
• Success in effectively decreasing churn, increasing revenue, and wowing your customers
• Strong executive presence, can engage well with various client stakeholders
• Experience working with clients in the Accounting space is preferred but not required

Why You Want to Work Here:

Flexible Paid Time Off - that you're actually encouraged to use plus 10 company holidays 

Health Benefits - including Medical, Dental, and Vision and an HSA Match. 

401(k) - we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting.

Mental Health -  all employees have access to Impact Suite & to our Employee Assistance Program (EAP).

Paid New Parent Leave & Birthing Parent Leave - so you're able to care for your little ones.

Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage.

Nectar - our peer-to-peer recognition program to help our employees recognize the amazing work being done by other Canopians

Company Events - including monthly company-wide meetings, summer parties, and more.

ERG Committees - drive initiatives around education, community outreach, recruiting, and onboarding, fostering an inclusive workplace and diverse employee engagement.

Fully-stocked kitchen - Keto? Vegan? Flexitarian? Mandalorian? We've got you covered. 

Our Values:

We approach our work every day with a few things in mind:

Own - we own this place We focus on outcomes, holding ourselves & each other accountable.

Win - we win by delighting our customers with the very best products and services.

Do Good - we work hard to be good people

Embrace Curiosity & Candor - we approach everything with curiosity & we understand that candor is kindness and give the gift of feedback.

To learn more about us & our values, click here.

Interviewing @ Canopy:

We know application processes can be a little stressful. Here's are the stages of a typical interview process:

• Once your application is received, we will review it and get back to you if we feel like it's a mutual fit 
• 20 minute phone call with the People Team
• 45-60 minute video or in-person interview with the Hiring Manager
• 1-3 rounds of interviews depending on the role
• Final Interview

Interview processes can vary depending on the role. The People Team will give you a role specific overview of the process during your first phone call. 

Remember: This is your interview too We know candidates are evaluating us just as much as we are them. We encourage you to bring questions to each of your interviews—our hiring teams will always make sure to save time for questions at the end 

Canopy is an equal opportunity employer. Canopy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.