Manager of Customer Success, Wealthsimple

• This individual will have both strong people management skills, as well as strong operational and client facing skills themselves
• Applicants should be self-starters and operationally focused on driving efficiency, performance and scale
• Experience: 5+ Years of experience in Account Management or Client facing role (preferably B2B) working directly with B2B sales team and/or developing implementation and onboarding processes
• People leadership: 2+ years experience in a management role
• Communication: skilled in communicating effectively and persuasively at all levels, conveying ideas clearly and engaging meaningfully with stakeholders
• Analytical: strong analytical skills with superior attention to detail and demonstrated ability to drive insights into actionable recommendations. Experience with SQL is an asset
• Action-oriented: clear bias for action and ability to act without being told what to do, takes full ownership over work and seeks help and input when needed
• Flexibility: can thrive in changing environments and is excited about contributing to innovation and bringing fresh ideas and approaches

Desirable

• Wealthsimple is looking for an experienced Manager of Account Management to lead the direction of our post-sales function on our Wealthsimple for Business product line
• Managing a team of Customer Success Managers (CSMs) to setup, onboard, and scale newly acquired businesses, this individual will also lead implementations for Enterprise Accounts and special projects
• Manage the day to day operations of our account management team while overseeing onboarding, implementation, upsell and account expansion
• Directly manage a small team of CSMs, providing coaching, support, escalation pathways, and overall development to the team
• Oversee the implementation of Enterprise accounts, prioritizing change management and communications processes with internal and external stakeholders
• Develop new frameworks and processes to scale and optimize the account management business
• Find opportunities for value driven account expansion
• Manage relationships with our backend operations and product teams to ensure cross-functional support
• Work closely with Client Success to ensure member support standards are met and inline with Account expectations