Customer Success Manager

DelivraCustomer Success 3-5 Years

Job Description

Delivra is an email marketing automation platform. We support marketers and entrepreneurs, helping them engage with their customers and create meaningful interactions. We are a 19-person team working collaboratively, putting our customers first and loving the work we do along the way.

At Delivra, we work hard to create a welcoming and inclusive environment that respects all of our people. We value diversity and encourage everyone to bring their whole selves to the workplace to promote their unique strengths. Embracing and encouraging the diversity of various perspectives creates a safe and collaborative environment that leads to product innovation, diverse viewpoints and a successful business.

Our most recent news is that we were acquired by a Canadian company called Redbrick. Redbrick is the parent organization of a wide portfolio of disruptive digital companies. Headquartered in Victoria, British Columbia.

One thing that our team members say they value most is our fun and truly ‘people-first’ culture. Ours is a place where you’re given the autonomy to do your best work and provided with all the tools and support you need to do so. Here are some of the things our team loves most about working at Redbrick:

Highly competitive salary
Attractive vacation, healthcare & benefits, including generous RRSP matching (Canada) and 401k (US)
‘People-first’ culture that prioritizes fun
Autonomy and freedom to do your best work on your own terms (you won’t find any micromanagers here!)
The opportunity to work fully remote
Remote work fund to create a successful home working setup
Opportunities to work on interesting products
High-end hardware and equipment — in the office and at home
Opportunities to learn and grow through professional development support, funding, and mentorship
Internal mobility; opportunity to work with various products and teams across the Redbrick portfolio of companies
Monthly fitness reimbursements to support a healthy and active lifestyle

“At Delivra, we believe we are truly at our best when we work together. If you are looking for a place where you feel accepted to bring your whole self to work while being resourceful, flexible and communicating with openness and candor, well, you’ve found it!”
– Katie, Delivra

What does a day look like in my role?
The Customer Success Manager (CSM) is responsible for building, managing, and retaining Delivra client relationships and accounts. The CSM should understand each client’s business objectives, be their advocate within Delivra, and help to identify and develop their strategic email initiatives. The CSM serves as the client’s main point of contact within Delivra. We welcome anyone in the United States and Canada to apply as this role can be done either hybrid or fully remote!

The CSM must be highly organized, a good team player and a strong communicator. Time management is key within this role along with staying up-to-date on digital marketing strategies. These skills combined are applied to reduce customer churn, increase product adoption and improve NPS Scores. The main measure of success within this role is account retention, renewal, and growth.

We get it: You want to know what you’re signing up for before you apply, right? This is what you need to know: As a Customer Support Manager at Delivra, you’ll be responsible for:
Relationship Management -
Understand and document customer’s key business objectives
Create, grow and document relationships with key contacts and executive sponsors to support long-term partnerships

Strategic Support -
Prepare and lead Strategic Reviews for each applicable customer including a goal overview, review of current strategic initiatives, important milestones, insights and recommendations across their account, overview of new features and capabilities and product roadmap reviews
Partner with the customer to develop strategic initiatives to grow and retain their account
Identify and recommend product adoption growth opportunities
Delegate or solve tickets coming into the Customer Success queue depending on the type of question
Answering questions that require a more strategic approach

Cross Team Collaboration -
Identify key lifecycle moments/stories that can be shared with Marketing and Sales to promote the customer and their experience
Escalate enhancements to the Product team with clear business objectives and impact
Identify and communicate areas of improvement for client success process, support and training resources

Enablement and Education -
Spend time in the Delivra software learning new features, preparing for releases and staying up to date on industry trends

What we would like to see in you.
Every Delivra employee has three things in common: We’re curious, hungry, and good-humored. We try our best to balance hard work with good, old-fashioned fun. As a Customer Success Manager with Delivra, there are extra specialties we’re on the lookout for:

Ideally 3-5 years of strategic relationship management experience (preferably in the technology space, but not a required)
Prior demonstrated success in a customer success role
Bachelor’s degree or equitable work experience (preference in Marketing/Business but not required)
Knowledge of Automated Email Marketing Solutions
Proficiency with Salesforce or similar CRM
Excellent verbal and written communication skills
Continuous learner – Our industry is ever-evolving so a candidate should be able to synthesize accumulated experience and knowledge into actionable decisions
Strong time management skills
Self-motivated, willing to take initiative to proactively solve problems
Affinity and talent for organization
Thrives in a team environment
Highly results-oriented and process driven

What next?
If you’re picking up what we’re putting down, applying is easy as 1, 2, 3.
1. Apply with your cover letter and resume.
2. Take this opportunity to tell us your story and why you’d be a good fit for our team.
3. Be sure to follow us on Facebook, Linkedin, Twitter, and Instagram for all that is happening and Redbrick and Delivra!

Posted On

June 30, 2022