Mid-Market Customer Success Manager

Mid-Market Customer Success Manager

What we do.

We are a VoIP telecommunications provider for businesses in Canada. We supply a communications solution aimed at improving the way Canadian organizations connect - our solutions are available through your browser, mobile device, and desk phone.

Who we are.

Net2phone Canada is breaking down the pre-conceived barriers in Canadian Telecom.

We are a true Customer Success focused organization; which means doing our best to ensure our VoIP platform and communication services are tailored to our clients specific needs; and supported with speed, knowledge, precision and friendliness.

Providing the absolute best customer experience is always our top priority.

Forget the 45 minute hold times- we average 1 minute wait times to reach a live technical support specialist.

About the role.

Net2phone Canada’s team of Customer Success Managers build, maintain, and grow strategic relationships with customers. This role requires a consultative and holistic approach to the customer lifecycle. This includes providing guidance and leadership through the onboarding process when needed, proactively identifying opportunities that provide additional value for our customers over time, early identification and resolution of at-risk customers, and as a result renewing contracts when appropriate. 

What you’ll do. 

• Drive the success of their mid-market customer segment which include medium sized businesses with high growth trajectories; outreach includes improving product adoption, retention, account growth, referrals, upsells and renewals.
• Ensure that customers derive maximum value from their investments in net2phone Canada and fully leverage our services on an ongoing basis.
• Develop and maintain a trusted advisor relationship with customer key stakeholders and executive sponsors to fully understand customer's business strategy and measurements of success.
• Track accounts, identify and develop new opportunities for expansion across the customer’s business to ensure contracted subscription growth and increased solution adoption across the organization.
• Use proactive communication to identify and prevent churn
• Assist in the design and implementation of Customer Success best practices and trends.
• Maintain product expertise and technical knowledge across the net2phone Canada product line.
• Provide the appropriate customer experience based on the customer’s needs and timeline.

As the primary advocate for customers, you will also work closely with marketing, sales, product, support and engineering teams to ensure that customer feedback is being incorporated into business, product, and development decisions, thus ensuring greater overall product adoption and driving greater business value and satisfaction. 

What you need to be a  Mid-Market Customer Success Manager with us.

• 3+ years of customer success/customer service or account management experience
• Outstanding organizational skills with a strong attention to detail
• Excellent technical acumen
• Never-ending curiosity (you’re going to meet a lot of different businesses!)
• Travel may be required. 

What we offer.

• Join an amazing team culture that values work-life balance.

• Accessible team socials (virtual and in person).
• Learning opportunities and growth.
• Paid time off, sick & family days as well as paid volunteer days.
• Ability to work remotely.
• $2,000 in health & wellness benefits

Job Type: Full Time, Permanent

Schedule: Monday to Friday between the hours of 8am-6pm EST.

Compensation: $ 47,000 to 50,000 CAD plus commissions. 

Location: Ottawa. This is an in-office hybrid position – with the potential to work remotely 2-3 days a week- we want you to be in the middle of all the action!

Looking for a change? Want to do something new? Need to make a difference? It’s time to learn, do, and become more than you ever thought possible.

net2phone Canada is committed to creating an inclusive environment where all candidates, employees, and clients feel like they belong. To ensure an inclusive and accessible candidate experience, accommodations are available upon request for all stages of the selection process.