Customer Success Manager (12-Month Contract)

Job Overview

Xello is seeking a dedicated Customer Success Manager for a 12-month contract. You are passionate about building and nurturing client relationships to ensure their success, acting as a trusted advisor and advocate. Your strategic mindset and interpersonal skills allow you to efficiently resolve client issues and help them achieve their goals. You align with Xello's mission to empower educators by providing tools that aid students in planning thriving futures.

Key Responsibilities

• Manage account renewals, foster revenue growth, and reduce churn within your assigned portfolio.
• Build and maintain long-lasting partnerships to ensure Xello remains a trusted solution tailored to evolving client needs.
• Create realistic success plans with each school district contact that align with their resources and objectives.
• Promote best practices for Xello’s effective implementation.
• Encourage client engagement by identifying opportunities to increase usage and meet business needs, coaching them accordingly.
• Conduct ongoing communication to evaluate account health, discuss implementation goals, handle concerns, escalate critical issues, and manage challenging conversations.
• Drive retention by actively engaging clients, sharing feature updates, analyzing issues, and fostering upselling opportunities.
• Collaborate with clients to set goals and KPIs and routinely assess progress.
• Organize and lead virtual training sessions and in-person product demonstrations.
• Stay informed about school district initiatives to identify additional ways Xello can provide support.
• Identify and proactively address signs of potential client issues based on interactions and metrics.
• Collaborate with internal teams such as product development, solutions, sales, and onboarding to resolve client problems.
• Advocate on behalf of both clients and Xello to ensure suitable resolutions.
• Document all client communications and create leads in Salesforce (CRM).
• Track and report product bugs.
• Participate in client-related events and industry conferences throughout the year.
• Share knowledge, experiences, and best practices with the team.
• Maintain confidentiality and uphold ethical standards in accordance with Xello’s code of conduct.

Candidate Profile

• Minimum of 2 years’ proven experience in account management with a strong record of client retention, ideally within SaaS.
• Skilled at cultivating client relationships and consistently delivering value.
• Strong analytical, problem-solving, and decision-making abilities with creativity and resourcefulness.
• Experience managing client expectations and handling difficult conversations with positive outcomes.
• Excellent written and oral communication along with presentation capabilities.
• Detail-oriented, highly organized with strong information management and time management skills.
• Self-motivated, capable of prioritizing multiple tasks in a fast-paced, autonomous environment.
• Adaptable and eager to learn new solutions and technologies.
• Team player attitude with experience using Salesforce or comparable CRM.
• Proficient with G Suite applications.
• Bilingual English-French skills are a plus.
• Willingness to travel occasionally (less than 15% of work time).

Compensation

This role offers an on-target earnings (OTE) package between 80000 to 90000 CAD, combining base salary and incentives. The final salary will be aligned with the candidate’s expertise and experience assessed during hiring.

Additional Information

The position is remote but must be based in Canada. This 12-month full-time contract requires ownership of multiple projects while collaborating across diverse internal teams to promote client success and retention.