Customer Success Manager (U.S or Canada)

About the role

Q4 is the leader in innovating the Investor Relations Technology space.  We’re transforming the industry with our SaaS solutions and we’re looking for world class Customer Success Managers to help us retain and grow our customer base.  In this role, you will be responsible for driving customer retention, enabling clients to maximize the value of our solution and deliver exceptional support.  In partnership with an Account Manager, you will also support renewal and expansion of your book of business.  Together, you will enhance client experience and foster long-term, successful, strategic relationships.

What you'll do

• Customer Retention – Develop and execute strategies to maintain and grow customer relationships.  Monitor customer health metrics and proactively address any potential issues to reduce churn and increase loyalty
• Onboarding & Enablement - Work closely with clients to understand their unique needs and provide tailored training and enablement.  Ensure customers are fully equipped to utilize Q4’s software to its fullest potential
• Training - Design and deliver comprehensive training programs to onboard new customers and upskill existing ones.  Contribute to the creation of training materials and resources to facilitate effective learning
• Satisfaction - Act as the primary point of contact for customer account inquiries and concerns.  Resolve issues promptly and effectively, ensuring a high level of satisfaction and a positive experience with Q4
• Feedback - Gather and analyze customer feedback to identify trends and areas for improvement.  Collaborate with internal teams to drive product enhancements and ensure our offerings meet customer needs
• Reporting - Track and report on key customer success metrics, including retention rates, satisfaction scores, and product utilization.  Provide insights and recommendations to drive continuous improvement
• Voice of the Customer – Bring back information from your customer conversations in actionable ways to the organization.  Whether it is competitive information, pricing insights, product needs or investor relations trends you will help Q4 stay close to the emerging industry changes so we can meet customers where they are

Qualifications

• Bachelor’s degree or equivalent
• Minimum of 3+ years with a proven track record for success with customer management in a SaaS based environment
• Experience successfully managing and growing customers in an assigned territory or book of business
• Strong listening and deduction skills with the ability to pick-up on possible obstacles or opportunities in customer conversations
• Ability to manage a busy calendar.  We want to talk to our customers every quarter!
• Experience using Salesforce and data visualization tools

Additional Skills

• Extremely high integrity.  Truth 100% of the time
• Strong presentation skills
• The ability to work across an organization in partnership
• A strong belief in accountability and one who takes great pride in the quality of the products and the efficiency of the team
• Strong motivation, self-confidence, and sense of ownership
• Inquisitive nature and advanced problem solving skills
• Experience with a fast-paced startup environment
• Self-starter with a “can-do” mentality
• Service-centric attitude to other departments

Vacancy Status: This job posting is for an existing vacancy currently open at Q4.

Artificial Intelligence (AI) Disclosure: In our commitment to an efficient and objective hiring process, Q4 utilizes machine-based systems (AI) to assist in the initial sourcing of applicants. All final hiring and selection decisions are reviewed and conducted by our human recruitment team.