Senior Customer Success Manager
Caret, Canada
Job Description
CARET brings the latest in technology and automation to over 10,000 legal and accounting firms, empowering highly skilled professionals to refocus their expertise on what truly matters. CARET harnesses powerful and secure practice management, document automation, and payment processing to take firms, professionals, and their clients further.
Our team-defined values guide how we show up for each other, for our partners, and for our customers:
• We succeed together
• We embrace progress
• We care big
• We create space
To join our remote-first, engage from anywhere team, visit getcaret.com/careers.
Overview
As a CARET Legal Customer Success Manager, you are highly organized and a consummate people person. You deliver consistent, high value experiences, while advising customers toward their strategic business goals. You are an experienced relationship builder and customer advocate with well-developed skills in executing the day-to-day requirements of a Customer Success Manager. You will be managing a portfolio of CARET Legal customers to drive adoption, renewals, expansion and advocacy.
Requirements
• 3+ years' experience in a B2B/Enterprise SaaS environment as a Customer Success Manager, Account Executive/Manager, Sales Engineer or another client-facing role
• Experience leading initiatives and succeeding in a team environment
• Excellent written and verbal communication skills (including polished presentation skills) to interface with C-level executives of small to midsize companies to drive program strategy and ROI
• Empathetic, with an aptitude for active listening
• Experience with project management, creating structure in ambiguous situations and designing effective processes
• Experience working in legal technology or as a practicing lawyer an asset
Responsibilities:
• Develop and manage relationships with a portfolio of CARET Legal’s high value accounts, while maintaining net positive retention
• Partner with our customers and internal team members to deliver predictable outcomes, experiences and business growth
• Deliver and communicate ROI for our customers throughout the customer lifecycle
• Serve as the customer’s trusted partner on use-case and industry best practices
• Create customer deliverables (presentations, business process enhancements, strategy recommendations and updates) focused on senior executives to ensure alignment with their priorities and goals
• Review and analyze usage data proactively identify areas where our customers could receive enhanced value from our platform, and mitigate any risk
• Cultivate a pool of advocates to support Sales prospects and grow our referral base
• Manage an effective feedback loop for customer needs through cross-functional interactions with Product, Sales and Onboarding teams
Benefits
- Flexible PTO
- Certification(s) reimbursement
- Summer Fridays
- No meeting Fridays
- Extended Medical, Dental, Paid Sick Days, Vision, Life Insurance, and Disability Leave Coverage
Equal Employment Opportunity: CARET is an Equal Opportunity, Affirmative Action Employer.
The compensation information below is provided in compliance with job posting disclosure requirements.
Pay range: CAD100,000 - CAD 140,000. Actual base pay will depend on varying circumstances, including the position, location, individual qualifications, market finances, and other operations business needs.
Depending on the position, compensation may also include commission, bonuses, etc. Potential for bonuses is based on company performance and potential for merit increases is based on performance.
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