Customer Success Manager US Shift

Who we are

Mindtickle is the market-leading revenue productivity platform that combines on-the-job learning and deal execution to get more revenue per rep. Mindtickle is recognized as a market leader by top industry analysts and is ranked by G2 as the #1 sales onboarding and training product. We're honoured to be recognized as a Leader in the first-ever Forrester Wave: Revenue Enablement Platforms, Q3 2024

Job Snapshot

CSMs are the guardians of our client partnerships, ensuring that we deliver value to our customers every day. They are the primary contact for accounts post-sales and are responsible for the overall success of their assigned book of business.

CSMs should have a deep understanding of the Software as a Service (SaaS) space. They also should have solid Mindtickle product knowledge and a deep understanding of how the Mindtickle platform can be deployed to support a variety of use cases. CSMs work proactively to drive customer value and ensure stakeholders achieve their desired outcomes. They use a metrics-driven approach to monitoring customer health, which enables proactive intervention.

• Managing clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.
• Building relationships and ongoing communication with senior-level stakeholders to understand their business needs and desired outcomes and to showcase the impact of MindTickle on their strategic initiatives
• Advising on strategic and program planning to ensure ongoing usage, further adoption, and alignment of MindTickle with business needs
• Weekly tracking and monitoring of client usage, milestones, value, and health metrics; proactively intervening as needed
• Showing customers how MindTickle features are used as they explore new use cases post-onboarding
• Conducting business reviews of activity, outcomes, data insights, and value
• Keeping clients informed about product enhancements and advocating for their product needs as an internal champion.
• Recommending and selling add-on Professional Services as needed to improve the customer's use of MindTickle
• Overseeing customer-driven product enhancements and interfacing with the client and MindTickle Product Management
• Keeping the MindTickle team (CSM, Sales, Professional Services, Tech Support) aligned to deliver exceptional customer experience

• 3+ years of experience in Customer Success or relevant customer-facing roles
• Ability to thrive in a dynamic, fast-paced environment where change is the only constant
• Experience forging relationships with senior-level stakeholders; understanding business goals, strategic plans, metrics, and challenges; collaborating on solutions
• Experience in managing multi-group or global accounts that have several internal/external stakeholders
• Highly analytical and experienced in working with data-driven dashboards and reports
• Skilled communicator with excellent writing and verbal communication skills
• Project management experience, including coordinating cross-team initiatives and ensuring timely, high-quality delivery of customer outcomes
• Experience with Professional Services and implementation, aligning service delivery, success metrics, and value realization for enterprise clients
• Proactive and consultative approach, skilled in discovery and whitespace analysis to identify expansion opportunities and deliver strategic recommendations

• Previous SaaS experience
• Experience in the Sales Enablement Industry
• Adept in technical knowledge with the ability to understand the tech stack of customers, with experience in Salesforce and other customer-facing tools.

Our culture & accolades

As an organization, it's our priority to create a highly engaging and rewarding workplace. We offer tons of awesome perks and many opportunities for growth.

Our culture reflects our employee's globally diverse backgrounds along with our commitment to our customers, and each other, and a passion for excellence. We live up to our values, DAB, Delight your customers, Act as a Founder, and Better Together.

Mindtickle is proud to be an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Your Right to Work - In compliance with applicable laws, all persons hired will be required to verify identity and eligibility to work in the respective work locations and to complete the required employment eligibility verification document form upon hire.