Customer Success Manager (CSM)

at  Lumerate

Lumerate is growing rapidly, and we’re searching for a Customer Success Manager (CSM) to join our team for the journey!

WHO IS LUMERATE?

Lumerate is a Toronto-based SaaS company that has built game-changing technology to help sales teams accelerate revenue growth. We help our customers achieve the full picture of their industries. We also strive to achieve our own personal full pictures from a career fulfillment and learning perspective. We’re in the business of gathering intelligence about industries and delivering it to the right people within those industries through innovative software interfaces. Our vision is to be the world’s most useful and trusted source of information for professionals seeking to understand what’s happening in their industry.
Our mission: To deliver industry awareness to an ever-increasing number of people, in whatever way helps them to make the most informed decisions, take the most immediate action and be the most awesome at their unique jobs.
‍All about Zymewire:
Zymewire, Lumerate’s first product, is an intelligence tool designed for sales professionals in the biotech and pharma service provider space to understand what is happening in their niches.
Today more than 380 pharmaceutical and biotechnology service providers around the world trust Zymewire for their sales research. Our users are located in over 50 countries around the world and their companies range in size from start-ups to billion-dollar multinationals.
We are well-positioned to hire a new Customer Success Manager to help further support our growing client base.
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YOU’LL GAIN VALUABLE EXPERIENCE IN:

• Navigating complex organizations with ease and understanding
• Proactively engaging customers to maintain and increase retention in a SaaS environment
• Building strong relationships with diverse personas within Sales and Marketing teams

WHAT THE ROLE LOOKS LIKE:

Reporting to our Director of Customer Success, you’ll immerse yourself deeply in the unique workflows of our users around the world. You’ll become a trusted advisor to each designated customer by providing them with training, guidance and support that will help them get the most out of the platform. The feedback that you collect from our customers will be a critical lifeline for our engineering team, and you’ll play a role in shaping the future of the product. You’ll experience the impact of your efforts daily, as our customers often rave about how much we’ve simplified their day-to-day work!

WHAT YOU’LL BE RESPONSIBLE FOR:

• Striving to reach team-based goals by working closely with other members of the Customer Success team to maximize levels of engagement across the entire Zymewire client base
• Managing and growing a designated book of accounts within the wider client base
• Developing a deep understanding of customers’ strategic priorities to help them derive business value from Zymewire
• Helping to define and develop processes and strategies to increase retention, identify expansion opportunities and mitigate churn risk
• Leading 1:1 product onboarding sessions with customers to help them set up their accounts, and leading subsequent product training sessions thereafter
• Acting as the voice of the customer and provide internal feedback on how Zymewire can better serve our customers
• Collaborate with internal, cross-functional teams (e.g. business development, data, product, new market development) to deliver effective solutions to customers centered on their desired outcomes
• Using Salesforce to maintain diligent administrative records for each customer, including the documentation of conversations
• Leading the management and resolution of user questions and technical requests

WHO WILL BE SUCCESSFUL IN THIS ROLE?‍

• A people person who is deeply passionate about and skilled at developing strong business relationships
• Someone who takes initiative with a proactive approach to tasks, takes pride in contributing to the success of others, and is willing to go above and beyond to help them get there
• An excellent communicator who can effectively convey ideas and emotions via email, phone, video conferencing and in-person interactions
• Someone with the ability to navigate ambiguity with confidence and adaptability
• A life-long learner who prioritizes personal development and strives for continuous growth
• Someone who is metrics-oriented and is motivated to achieve goals
• A naturally curious individual who is eager to understand why and how things work
• Someone who is detail-oriented (so you’ll notice that we’d like you to tell us which awesome restaurant is located at the following coordinates: 43.66484814697388, -79.45482568477735)
• Tech-savvy mindset and comfort with learning new tools and systems
• An optimist who persists in the face of challenges