Customer Success Manager - Quebec City, Canada - Preply

Description

Preply is a global language learning marketplace, connecting 50,000+ tutors with millions of learners from all over the world. Since the company launched in 2012, students have signed up to more than 15 million lessons.


Join Preply Business:

Preply recently launched a Business solution that is growing exponentially and that should represent a substantial part of our business in the coming years.

We offer companies a flexible and effective way to upskill their employees and give them more confidence with languages.

As we grow, we are looking for a Customer Success Manager to help us grow our accounts in Canada. Our CSMs "practice what we preach" in every sense of the word. They love being at the forefront of building a new category in SaaS.

They thrive on engaging with our customers to not only help them achieve ROI from our solution but also to share industry best practices and thought leadership in the Edtech category.

They use our product as a part of their language learning journey and are experts in helping our customers define and execute their learning and development strategy.

Our CSMs show extreme ownership and are excellent at collaborating with their internal, cross-functional team members to drive alignment and execution for our customers.

And they love to "ring the bell" as they lead our customers from onboarding through a successful renewal (what we refer to as the "new to renew" cycle).

What you'll be doing:

• Successfully manage customer relationships from "new to renew", focused on adoption, growth and renewal.
• Ability to go "high and wide" within a customer's organization to develop trusted relationships with executive sponsors, key contacts, and endusers.
• Demonstrate "extreme ownership" while also being an effective advocate for your customers and constructively work with crossfunctional counterparts to evolve, scale, and improve the customer experience.
• Develop a deep understanding of your customer's key business objectives and help deliver to those objectives in a consultative way.
• Be a problem solver with your customers and internally see a challenge, create a solution.
• Proactively monitor and manage customer health, risk, and opportunities for your top accounts
• Be a strong evangelist of our Preply by using them every day, all day, and helping our customers do the same.
• Coordinate with the product team on product documentation and customer enablement to develop best practices and bring your ideas in defining and refining our process

- "Excel in your current role and show thought leadership outside your role" (in our company, with your customers, and in our industry).


What you need to succeed:

• Minimum experience of 2 years in B2B SaaS as a customer success manager (or similar customer facing role)
• Proven track record of owning customer relationships from "new to renew" including execution of renewal contracts, building joint success plans, establishing relationships with key stakeholders (internal and external) and being able to hold difficult conversations when it comes to accountability.
• Required passion and empathy to understand your customers and deliver to their needs
• Previously demonstrated leadership qualities that show your ability to be assertive, be a problem solver, be a builder, and improve people & processes around you.
• Strong creative, strategic, analytical, organizational, and relationship skills
• Strong oral and written communication skills
• EdTech background is preferred
• French speaking in addition to English fluency is mandatory
• Flexibility to travel (approx. 10%)

Why you'll love it at Preply:

• An open, collaborative, dynamic and diverse culture;
• A competitive financial package with equity, leave allowance and health insurance;
• Access to free mental health support platforms;
• The opportunity to shape the lives of learners and tutors through language learning and teaching in 175 countries (and counting).

More about Preply:

At Preply, we focus on doing better every day - pushing the limits of what we know is possible. And we know our purpose is strong.

We're re-engineering education, providing outstanding experiences for our global community of language learners and building authentic connections across the world.

Propelled by a tenfold increase in revenues over the last three years, thanks to our best-in-class consumer and b2b products,
Preply is now leading the online language tutoring segment globally and has 400+ employees of over 50 nationalities based across Barcelona, Kyiv and the US.

We do extraordinary things at Preply - and we want you to join us.

If you're committed to curiosity, love experimentation and relish the challenge of exploring new ideas, then it's time we said:
Welcome to The World Class.


Our values:

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Human: We embrace diversity by fostering inclusive environments where people feel respected and safe to express their opinions.
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Hungry: We make bold, data-infor