Manager of Customer Success

*This post was created on behalf of one of Bravado’s clients.

Our client is the sole provider managing both global partner payments and accounts payable workflows for high-velocity companies across the entire financial operations cycle. They handle global supplier onboarding, procurement controls, invoice processing, global payments, and data reconciliation. This enables companies to scale efficiently and securely, paying partners and suppliers in 196 countries within minutes. Serving clients like Amazon Twitch and GoDaddy, their 98% customer retention rate reflects their commitment to trust, reliability, and innovation. Their mission is encapsulated in "they handled it," demonstrating their dedication to their customers.

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Location:  Canada (Vancouver)

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Responsibilities:

• Guide new clients through the onboarding process, ensuring a smooth transition and quick adoption of products/services.
• Build and maintain strong relationships with clients to understand their needs and ensure their satisfaction.
• Track and analyze client usage metrics to identify areas for improvement and to ensure clients are receiving maximum value.
• Act as the main point of contact for client issues and work to resolve them promptly.
• Serve as the voice of the client within the company, advocating for their needs and feedback.
• Drive client retention and growth through renewals and upselling additional products or services.
• Lead and mentor the customer success team to deliver exceptional service.
• Develop and implement strategies to improve the customer experience and outcomes.
• Provide training and resources to clients to help them use the products/services effectively.
• Generate regular reports on customer success metrics and present them to senior management.

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Qualification:

• In Business, Marketing, or a related field.
• 5+ years in customer success, account management, or a similar role.
• Proven ability to lead and develop a high-performing team.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Deep understanding of customer needs and a customer-first attitude.
• Ability to manage multiple projects and deadlines.
• Familiarity with CRM systems and customer success software.
• Experience with data analysis and metrics tracking.
• Ability to thrive in a fast-paced, dynamic environment.

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