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    Customer Success Manager - Toronto, ON, Canada - Creyos

    Creyos
    Creyos Toronto, ON, Canada

    3 weeks ago

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    Description
    Customer Success Manager
    Creyos (formerly Cambridge Brain Sciences) is a leading growth-stage B2B SaaS HealthTech company.

    Our proprietary brain health tools, including digital cognitive assessments and mental health questionnaires, are used by healthcare practitioners treating mental health conditions, brain injuries, aging, and other patient populations throughout the world, as well as by leading researchers.

    You will be part of a team that includes not just your typical SaaS business functions (Sales, Marketing, Customer Success), but also engineers, psychologists, business leaders, and even a world-renowned neuroscientist.

    The Customer Success Manager is responsible for driving retention, customer renewals and upsell activity, as well as ensuring client satisfaction throughout the customer lifecycle.

    This role is pivotal within the organization, and you will be directly responsible for key business metrics such as contract utilization, customer retention, and net promoter score.

    As a Customer Success Manager at Creyos, you will be responsible for:

    Working with health care professionals and their operations staff to quickly and efficiently onboard and implement Creyos Health into their practices with minimal administrative burden
    Managing the customer lifecycle, and identifying at-risk accounts that are exhibiting lower-than-anticipated usage levels, and executing re-activation plans to increase stickiness
    Product teams) to swiftly and efficiently resolve any technical or logistical problems that customers may be experiencing
    Assuming ownership over product education initiatives such as running webinars for new features, drafting FAQs and How-To articles, or executing other tactics that help maximize the value customers derive from Creyos Health
    Consistently measuring and optimizing the impact of your effort through surveys (e.
    Driving the overall renewal process as customers reach the end of their yearly contract terms—as part of this process, you will be responsible for planning and conducting renewal conversations with customers with the goal of increasing customer and revenue retention rates, while identifying at-risk accounts and determining a strategy to rectify
    Build and maintain strong relationships and collaborate cross-functionally with Sales, Marketing, Product, Engineering and Finance teams
    2+ years of customer success experience, working in an environment where you were responsible for driving customer retention and renewals, as well as customer onboarding, lifecycle management and support
    ~ Undergraduate degree or college diploma, preferably in business or science
    ~ Bonus:
    Experience working in start-ups and/or early to mid-stage companies
    ~ Grow through our career paths leading to more senior roles. We invest in the development of our team members, provide significant opportunities for growth and career advancement, and do everything we can to support one another to ensure individual and team success. We regularly promote team members to more senior roles.
    Recharge during our annual company-wide break and extra holidays.

    We also give team members two additional holidays off per year:
    U.Thanksgiving, which we celebrate as Brain Holidays. We pride ourselves on offering benefits covering medical, dental, vision, mental health, wellness and more.

    Please note that in accordance with company policy, any successful candidate will be required to demonstrate proof of full vaccination against COVID-19.

    All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, and disability, or another legally protected status.

    We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).

    Creyos will provide accommodations to job applicants with disabilities throughout the recruitment process.

    If you require accommodation, please notify our Talent Acquisition Manager directly and we will work with you to meet your needs.

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