Customer Success Manager - Toronto, Canada - FutureFit AI

Description

Come join our Customer Success Team:

• Your Core, Our

DNA:
High Velocity. High Intensity. High Trust. High Expectations. High Impact._

FutureFit AI could be the right next step in your career journey if reading those words resonates deeply for you, full stop.

You live and lead with bold humility, pursue audacious goals, and are motivated by having a meaningful and positive impact on the people and the world around you.

The Role:

You will own a portfolio of customers and be accountable for their success with our platform and help drive the retention and expansion of their contracts.

You will be asked to:
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Build Deep Relationships: Develop and maintain strong relationships with key stakeholders in assigned customer accounts. Act as a primary point of contact and build trust through timely and proactive communication.
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Provide Comprehensive Support: Take ownership of key stages in the customer journey from implementation to ongoing support and success. You will be instrumental in positioning your partnerships for renewal and expansion and work cross-functionally to achieve your objectives, leveraging support from teammates across Customer Success, Growth, Product, and Engineering.
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Drive Platform Adoption: Provide guidance to customers to help them achieve their objectives while using our platform, whether they are looking to promote job seeker upskilling and employment, create capacity for workforce staff, help employers address talent shortages, or build more collaborative workforce ecosystems.
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Identify Renewals and Upsell Opportunities: Proactively identify opportunities for customer renewals and upsells. Work closely with the sales team to drive customer expansion and revenue growth.
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Represent the Voice of the Customer: Play a vital role in shaping FutureFit AI's product roadmap and domain expertise by thoroughly understanding current and future customer requirements. Advocate for customer needs and requirements internally, ensuring that their feedback is not only heard but also acted upon.


Your Skills:

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Relationship management:

• Proficiency: 5/5

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Rapid & rigorous thinking & problem-solving

• Proficiency: 5/5

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Oral communication (leading meetings with stakeholders)

• Proficiency: 5/5

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Fluency in French

• Proficiency 5/5

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Project management

• Proficiency: 5/5

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Strategic planning:

• Proficiency: 3/5

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Navigating difficult conversations:

• Proficiency: 3/5

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Presentation development:

• Proficiency: 3/5

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Data analysis & manipulation

• Proficiency: 2/5

Nice to Have:

• You have one or more of the following experiences:
• Consulting experience
• Utility player at a technology and/or impact startup of <100 team members
• Workforce development experience
• Customer success or sales experience

Your Education:


Location:

Most days we work from home but everyone comes to the office at least once a week for face-to-face collaboration and team building.

The office is located at 325 Front St West (a short walk from Union Station).


Compensation:

The base salary range for this role is $80,000-105,000 base salary plus equity; it is variable based on applied experience and other factors identified by the hiring committee.

Hiring Journey:

At FutureFit AI, we believe in designing intentional and rigorous hiring journeys to help you determine if this is the best role and organization for you, based on your unique skills, mindset, and experiences.

We operate at high velocity with high intensity and want an accurate taste of what that feels like before you get through the door.

Every hiring journey at FutureFit AI consists of thoughtfully crafted steps including a performance challenge and rounds of interviews with team members.

For this role, that might look like:

• Online Application
• Initial Screen/Checkpoint
• Performance Challenge and Debrief
• Final 1:1 Interviews
• Final Decision

Our Company:

In looking at a job posting, it's often hard to get a basic picture of the company profile (size, stage, structure, etc.) which is why we are sharing it with you upfront.

This helps you quickly decide and helps us focus any time we spend together on going beyond the basics:

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_ Funding_:We have raised one round of funding led by JP Morgan which fueled a significant growth trajectory for us and we have a safe financial runway to execute against.
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_

Problem Domain:

_ **Future of Work / Workforce Development - important that the problem domain interests you even if you haven't worked in the space before.

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_ Customers_:We partner with workforce development agencies, government agencies, and employers/enterprises.
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_ Structure_: We are organized around the following key departments: Growth, Customer Success, Product, Engineering, Data, People & Culture, Finance & Operations.
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_ Team_:We are a team of 30-50 across US and Canada with main hubs in New York and Toronto. This r