Customer success manager

Race Roster is an online event registration platform geared towards endurance events. We are looking for an individual who knows what it means to be a customer success manager. Our team will be leaders in driving the best customer experience possible for our customers with the goals of maintaining, building, and retaining key relationships. In this role, you will work with customers directly as well as supported by the overall customer success department to manage, support, and execute on behalf of your assigned customers.

Job responsibilities

  • Empathize with every aspect of the customer experience, putting customers’ needs first
  • Help build the brand and drive adoption of our solution
  • Managing the overall relationships and maintaining high levels of customer engagement (including traveling for on-site meetings) with a focus on customer satisfaction and loyalty
  • Mapping out and executing proactive relationship touch points
  • Responding to the client outside of normal business hours when request is deemed urgent
  • Focus on client education and demonstration, leveraging technology to deliver a memorable client experience
  • Responsible for renewal & duplication for future years
  • Collaborate with business development and our customer success team to execute customer tasks and requests from ensuring optimal event setup to optimizing processes
  • Create, maintain, and update Salesforce with complete opportunity information, communication, and next steps
  • Provide weekly updates and reports in one-on-one meeting with the director of customer success
  • Continually increase product and industry knowledge through self-education and working with our customer success team
  • Conduct workshops, business reviews, and proactively spot and correct any issues that could affect customer satisfaction or retention
  • Help drive customer references and case studies

Required knowledge

  • Strong aptitude for technology and desire to learn new software
  • Experience with Salesforce is an asset
  • Experience with Mailchimp, Constant Contact, or equivalent email marketing tools
  • Substantial skills and knowledge of PowerPoint, Excel, and other Microsoft Office applications

Required skills & abilities

  • Self-starter, able to develop strong relationships with stakeholders, meet tight deadlines, and tolerate change and ambiguity
  • Boundless energy, enthusiasm, and positivity
  • Outstanding people skills and diplomacy
  • Demonstrates accuracy, thoroughness in completing tasks, and attention to detail
  • Creative thinking - the ability to constantly keep communications fresh and fun and the confidence to share ideas freely
  • Ability to work in a cross functional teams
  • Comfortable in a high-tech work environment
  • Excellent English written and communication skills

Required professional designation/certification

  • Post-secondary education
  • 3-5 years of experience account management, support management, or consultancy
Apply for position

Only candidates who complete the above steps will be considered. Thank you so much for considering Race Roster. We look forward to meeting you soon!

Core values

  • Personable
  • Empathetic
  • Trustworthy

Apply

If you meet the outlined criteria and you would like to set up a personal interview with us, please email us your resume at careers@raceroster.com