Customer Success Manager (Remote)

At Assent, your work helps bring transparency, sustainability, and fairness to the global community. Our software enables responsible corporate stewardship and decision making. We do this by providing a window into an organization’s global supply chain and the factories in which their products are manufactured, to reduce compliance risks, environmental waste, and prevent human rights abuse.

As the global leader in supply chain data management, we provide transparency into the supply chains of some of the world's largest and most successful companies, including 75 percent of Fortune 500 companies. In our most recent funding round, we raised $350 Million USD in funding led by Vista Equity Partners. This is among one of the largest raises in Canadian software company history. This funding will allow us to scale with purpose, and add exceptional talent to our already remarkable team.

We are looking for a Customer Success Manager to join our team!

Follow us on LinkedIn to learn more about how your work helps profit meet purpose.

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What’s In It For You?*

• We know flexibility is important. Work from home!
• Retirement matching program
• Paid professional development and volunteer days.
• Paid life leave for mental health, caring for others, and other important life events.
• Medical and dental benefits with no waiting period.
• Work with purpose - make a real difference!

Your Role as an Customer Success Manager at Assent
Customer Success Managers (CSMs) are part of a passionate and experienced team of compliance and SaaS business application specialists. In this role, you will establish productive and trusted relationships with our customers and through your support and guidance, help ensure that their compliance programs are successful.

Key Requirements and Responsibilities

• Develops lasting relationships and guides clients as a trusted advisor;
• Actively manages the client relationship and the lifetime value of each assigned account by helping clients realize the economic value of their subscriptions in order to preserve and grow revenue;
• Manage a book of business primarily comprised of Tier 3 & 4 accounts (typically between 48 to 59 accounts equalling $1,700,000 to $2,100,000 in ARR) or Tier 2 & 3 accounts (typically between 20 to 25 accounts equalling $2,300,000 to $2,900,000 in ARR);
• Oversees the initial launch, including engagement with Assent's Implementation Services team to understand client goals and ensure quality of product configuration during implementation;
• Responsible for the ongoing renewal management of owned accounts to enable Assent to meet renewal targets;
• Takes on special projects to improve CS management processes;
• Serve as a peer partner to new team members;
• Coordinates user permissions in the Assent platform;
• Advocates and cooperates with all internal groups to ensure client success and growth as well as the creation of strong customer references and referrals;
• Works with Product Management to identify and drive improvements in product offerings, processes, systems and tools;
• Inputs and maintains the CRM with up to date communications, conversations and correspondence with Assent clients;
• Provide an outstanding experience to Clients as they complete the sales and implementation process and transition to the care of the Customer Success Management team;
• Identifies risk, upsell and cross-sell opportunities and works with internal and external stakeholders to present solutions;
• Grow Clients’ depth of understanding by providing or facilitating training and/or mentoring on new and existing features;
• Periodic travel to client sites and industry events;
• Follow guidance set out by corporate security policies and standards;
• Ensure departmental security processes and procedures are followed where applicable.

This is not an exhaustive list of duties. Responsibilities may be altered and/or added from time to time to meet business needs

Your Knowledge, Skills and Abilities

• 3+ years of SaaS account management or customer success experience - or equivalent industry experience;
• University, College and/or Post Graduate Certificate related to International Business, Human Rights, Corporate Social Responsibility or equivalent working experience;
• Strong ability to identify opportunities for growth in account base and collaborate with internal stakeholders to support account growth;
• Excellent oral and written communication skills in English - you communicate clearly, concisely and with tact;
• Excellent interpersonal skills - able to build and scale stable relationships both internally and externally;
• Ability to manage time very efficiently and juggle multiple priorities at one time - able to find avenues for additional productivity;
• Strategic and business-minded - you are a critical thinker and suggest, implement, and support efficient and effective operations driving Assent towards continuous improvement;
• Experience implementing projects for, managing and consulting with Fortune 500 corporations;
• Technical competence and understanding of SaaS software;
• Experience managing professional services projects;
• Highly organized with the ability to multi-task and to both finish short-term projects and to manage ongoing long-term strategies;
• Strong presentation and influencing skills;
• Proven success in growing existing accounts and relationships;
• You have an insatiable thirst for knowledge - you are motivated to learn and keep yourself up-to-date with regards to changing regulations;
• Are proficient in the use of MS Office Suite and Google Applications;
• Ability to travel within North America and Europe;
• Are highly adaptable and flexible; you thrive in a fast-paced, entrepreneurial and rapid-growth environment;
• You are emotionally intelligent; you are self-aware, and can see things from various points of view;
• You are open to feedback, always striving to self-improve, and are coachable.

Bonus Assets:

• Fluency in a language(s) other than English would be considered an asset
• Experience in the environmental compliance and/or materials management field
• Experience with the practical application of regulatory requirements
• Familiarity with Assent Compliance software and services
• Flexible day-to-day schedule

Reasonable Accommodations Statement: _ To perform this job successfully, an individual must be able to perform the aforementioned duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these essential functions. Assent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees._

Job Type: Full-time