The Customer Success Manager ensures customer adoption of the Igloo platform, develops advocacy, builds relationships, and creates strategic business development plans.
Tell me about Igloo!
One of our core beliefs at Igloo is that people are a company’s biggest asset. This philosophy is woven into everything we do at Igloo – our behaviors, our culture, and especially our digital workplace solutions, which we as Iglooites use everyday. You might say we talk the talk and walk the walk!
Igloo's mission is to transform workplace communication and collaboration! We simplify workflows, making it easy to create and share content while delivering a delightful experience for all Igloo users.
That’s why we deliver an exceptional employee experience that goes beyond just perks and promises – Igloo can offer you the true sense of purpose that you’ve been looking for! We offer a fully remote work environment designed to empower you to thrive, excel and succeed in your career from the comfort of your home. Join Igloo and unleash your potential!
The Customer Success Manager is responsible for ensuring customer adoption, creating advocacy for the Igloo platform, developing referenceable relationships, and most importantly, creating the strategic business development plan and customer success path. The Customer Success Manager has exceptional relationship & interpersonal skills, consultation experience, and the ability to manage multiple priorities.
What You'll Do
- Create Strategic Relationships: you own a high ARR portfolio of Igloo’s customers, develop and maintain strategic business relationships, building fierce customer & brand loyalty
- Customer Engagement: You build in-depth knowledge of the customer, their business/industry, and their digital workplace strategy. Together with a deep knowledge of the product and the customer, you actively promote programs and campaigns that drive customer adoption and engagement, ensuring wild success.
- Digital Workplace Consultation: You become the trusted advisor to customers by providing digital workplace strategic plans and applying Igloo solutions to address specific business challenges to support them throughout their engagement lifecycle
- Proactive Internal Partnering: work closely with key cross-functional teams, including sales, engineering, and implementation to advocate for improving/enhancing existing capabilities where appropriate.
- Business Development Execution: you drive the process of creating and monitoring opportunities, identifying budget, need, authority and timing to execute strategic customer success plans into action. You can identify and create monthly, quarterly and yearly projections and funnel of business opportunities showing net growth for your base.
What You Bring:
- 3-5+ years’ experience managing customer relationships in a customer success capacity in a SAAS environment
- Experience managing and expanding customer relationships, including those at the executive level
- Experience working within a SaaS organization, understanding subscription-based software models, ARR, funnels, and other aspects of business development.
- Consultative and strategic approach to customers, including an ability to understand their needs and turn them into short- and long-term action and success paths.
- Ability to navigate difficult conversations with diplomacy and tact
- Demonstrated ability to drive adoption and strong customer retention rates
- Excellent communication and presentation skills, including listening to customers to understand their spoken and unspoken needs and challenges
- Achievement-oriented, with the ability to prioritize tasks and effectively manage multiple clients in a dynamic and fast-paced environment.
- High energy level, demonstrated drive to succeed, and a sense of urgency
- Experience within a fast paced, growing organization is advantageous
- Ability to travel within North America as needed
- Understanding of intranets and related technologies such as Content Management (CMS), Web Content Management (WCM), CRM, Portals, Cloud, and Enterprise Software Solutions is a plus
- Background in cloud technology is an asset
- Background in Salesforce is an asset
What Igloo can offer you!
We offer a training budget for every employee, health benefits and a wellness spending account, and matching retirement savings. You choose whether you work on a Mac or PC, whatever hardware makes your work easier. We are also proud to offer a 100% remote-first work environment for each role at Igloo!
If you’re looking for a role with the right mix of autonomy and team collaboration, an environment that fosters transparency and trust, a company with seasoned leadership and backed by a leading investment firm, a career with lots of opportunity and room for growth, and a chance to personally influence how organizations work, then we invite you to step inside Igloo.
Sound like you? Apply now!
Igloo is committed to building and supporting a culture of equity, diversity, inclusion, and accessibility. We hire the best talent and welcome applications from all qualified individuals, especially those from underrepresented and systemically oppressed groups.
Accommodations are available on request to enable your full and inclusive participation in our recruitment process. Please contact [email protected] for if you require support.
Learn more about Igloo Software and our interview process: https://www.igloosoftware.com/careers/
Top Skills
Cloud
Content Management
CRM
Enterprise Software Solutions
Salesforce
Web Content Management
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