Build and maintain B2B SaaS customer relationships, drive product adoption, retention, renewals, and account expansion. Develop success plans, monitor account health, identify upsell opportunities, negotiate renewals, maintain CRM records, and advocate for customer needs internally. The role also requires collaboration, process improvement, product knowledge, strong communication, adaptability, and occasional travel.
Are you the newest Customer Success Specialist at Pagefreezer?What we do and why:
- No one can ignore the internet these days—and a lot of great things are happening online—but we also know that online harms are damaging many individuals, communities, and organizations. It’s Pagefreezer's vision to make the Internet a safer place by delivering solutions that transform how people protect integrity online, ensuring accountability, and enabling the pursuit of justice.
- Pagefreezer simplifies compliance and litigation by automatically archiving websites, social media, mobile text messages, and enterprise collaboration platforms for every stage of the information governance lifecycle. We enable organizations to create and share defensible records of their data, quickly and easily in our dashboard, in real-time—every like, share, edit, and deletion.
- Customer Satisfaction & Success
- Build and nurture relationships with customers to foster trust, engagement, and satisfaction, leading to retention and joint success.
- Establish an understanding of account goals and priorities to ensure customers maximize their investment in solutions and achieve their objectives.
- Identify and pitch solutions that address customer needs, and facilitate regular check-ins to review progress, gather feedback, and address concerns.
- Advocate for customers internally by gathering and sharing feedback, escalating issues, and collaborating with internal teams to ensure timely resolution of concerns.
- Develop success plans and use best practices and usage strategies to enhance customer satisfaction and solution efficacy.
- Monitor account health metrics to identify and mitigate churn risks, addressing concerns and ensuring customer retention.
- Revenue Growth & Pipeline Development
- Drive revenue growth by fostering product adoption, identifying upsell and cross-sell opportunities, and managing renewals through value demonstration, contract negotiation, and timely payment processing.
- Nurture accounts to achieve revenue, pipeline and retention targets, leveraging established tools, processes, and playbooks to build strong, lasting customer relationships.
- Conduct research to understand customer needs, market trends, and competitive dynamics, leveraging insights to drive sales success.
- Maintain detailed records of sales activities, including meetings, demos, closed deals, and follow-ups, in CRM tools, leveraging established sales tools, processes, and playbooks to support forecasting, team collaboration, and consistent execution.
- Participate in training programs and stay up to date with product releases and company initiatives to enhance knowledge of services, products, and strategic plans.
- Collaborative Execution & Excellence
- Promote a values-driven, safe, respectful, diverse, equitable, and inclusive environment that aligns with company goals and fosters collaboration and shared success.
- Enhance performance and growth by applying feedback, coaching, and analytics to drive continuous improvement.
- Collaborate with team members and others as needed to align on objectives, achieve organizational goals, share documentation and knowledge, support key projects, and provide updates on progress and outcomes.
- Review and follow organizational policies, legal requirements, and information security standards as directed by your leader, HR, Finance, Information Security, Legal, and other teams to align individual contributions with company frameworks.
- Identify and suggest improvements to workflows, tools, policies, and processes to enhance team efficiency, scalability, and success, ensuring alignment with operational goals.
- Stay informed on industry trends, market conditions, regulatory changes, and best practices, adapting strategies to ensure compliance, organizational stability, and a competitive edge.
- Travel as needed to represent the organization, support team initiatives, and maintain alignment across departments.
- Alignment with Pagefreezer's Core Values
- Customer Success Experience: Proven success in a SaaS B2B account management role, responsible for strategic revenue retention and growth.
- Customer Experience Focus: Able to deliver a positive customer experience while meeting or exceeding quotas.
- Technical Comfort: Comfortable working in IT environments and using software tools, with familiarity with CRMs (e.g., HubSpot), LinkedIn, and Zoom.
- Legal and Compliance Knowledge: Bonus points for familiarity with legal, compliance, or records management technologies.
- Problem Solving and Adaptability: Strong problem-solving skills, able to build solutions and improve processes independently. Adaptable to customer needs, with strong communication and presentation skills across live, phone, written, and online formats.
- Relationship and Renewal Management: Skilled at leading renewals and renegotiations to mutually beneficial outcomes.
- Strategic Account Management: Able to strategize account management, identify opportunities, and close deals confidently.
- Curious and Resilient: Quick learner with a positive attitude towards challenges. Open to coaching and feedback, continuously seeking to improve.
- Self-Motivated and Competitive: Competitive with yourself, motivated to learn, grow, and achieve success.
- Organizational Skills: Capable of independently prioritizing projects and opportunities based on manager guidance.
Pagefreezer Vancouver, British Columbia, CAN Office
311 Water Street, Suite 500, Vancouver, British Columbia, Canada, V6B 1B8
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