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Job Description
Senior Manager, Engagement & Retention
You Want to Work Here!
Are you looking to work for one of the fastest growing technology companies in the automotive industry? Are you located in Canada and looking for a remote position? Are you looking to work for a company that values their employees by providing a fantastic and flexible company culture? If you are looking for a challenge and an opportunity to grow with an amazing team of people, Mobials wants to hear from you!
About the Role
The Senior Manager, Egagement & Retention role is focused on managing the daily operations of the Customer Success team. You will assist the VP, Growth in developing and implementing a strategic plan to optimize customer loyalty, user adoption, and business growth opportunities. You will train, mentor, and motivate a high-performing team and work to ensure consistent delivery of the best possible customer journey. You must possess excellent leadership and team building skills. You are results-oriented, inspiring, and thoughtful in your approach to dealing with customers. You have mastered the art of building strong customer relationships and strive to attain the highest level of customer satisfaction. This is a management position with a progression opportunity to Director, Customer Success.
Responsibilities
- Partner with the VP, Growth to develop and execute the strategic plan ensuring strong customer retention, user adoption, growth through new opportunities and positive customer experiences.
- Build, develop, and lead a highly motivated, customer-focused team and drive operational practices to track the performance of team members.
- Provide training, regular feedback, and evaluate the performance of the Customer Success team to ensure customer service best practices are followed.
- Drive customer outcomes, product adoption and customer experience.
- Lead the integration aspects for new customers to ensure a time to first value of under 30 days.
- Influence future lifetime value through higher product adoption.
- Reduce churn and drive new business growth through greater advocacy and reference ability.
- Manage and optimize the customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation.
- Assist in the development of company-wide customer success motion integrating processes, content and data to/from various departments (e,g., Marketing, Sales, Product, Development).
- Drive account growth outcomes by identifying new business and upsell opportunities for the sales team.
- Work closely with the VP, Growth to align on strategies, mitigate risks, renewal forecasting, retention efforts, and account opportunities.
- Manage the lifetime value of customers by monitoring and supporting higher product adoption, customer satisfaction and overall health scores.
- Work closely with senior leaders to optimize the customer journey from sale, to implementation, to customer success.
- Respond to escalated customer issues in a timely manner and orchestrate resources across the company when necessary.
- Report on key metrics and share findings with various stakeholders, including churn and time to first value.
- Manage and represent key enterprise accounts.
Job Requirements
- 3-5 years of management-level experience in Customer Success, Customer Service, or Account Management.
- Proven experience hiring, training, and leading a high-performing team.
- Excellent verbal and written communication skills.
- Demonstrated leadership and people management skills.
- Highly organized with the ability to manage changing or competing priorities.
- Hubspot experience is essential.
- Advanced analytical, critical thinking, and decision-making skills.
- High attention to detail.
- A team builder with an understanding of optimal team dynamics and development for success.
- Strong entrepreneurial spirit.
- Fluency in English and French is considered an asset.
Who We are Looking For
- You are not afraid to ask questions, rather, you are always wanting to learn.
- Curious learners = creativity = innovation = positive change
- Great attention to detail.
- You like to work with a team.
- You are not afraid to offer your opinion. We value diversity of thought.
- You take great pride in yourself and your work … you are a fan of you!
Life at Mobials Inc (You WANT to read this part!)
- A remote first work environment
- Hotel desking and available in the head office location in London, ON
- Education & personal development - we expect everyone to be learning and growing and we will support you, including financial support.
- Work life balance - Mobials allows flex-time scheduling and has competitive vacation benefits. We understand that life happens!
- Benefits - there is a company-wide, company paid flex plan health and dental program
- DPSP - We help invest in you and your future
- Social committee - we organize socials regularly (Virtual Bingo, Virtual Lunches, Beach Day, office olympics, scavenger hunts, etc.) and have a super fun annual Christmas party.
We encourage applications from persons with disabilities and will provide support throughout the recruitment process, including accommodation that takes into account an applicant’s accessibility needs.
While all submissions are appreciated, only those candidates selected for an interview will be contacted.
All applications will be held in strictest confidence.
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