Senior Customer Success Manager, TealBook
Maternity Leave Contract
Salary not provided
Excel
Salesforce
Senior level
Remote in Canada
AI-driven procurement data tool
Open for applications
AI-driven procurement data tool
101-200 employees
B2BArtificial IntelligenceSupply ChainMachine LearningSaaSeCommerce
Open for applications
Salary not provided
Excel
Salesforce
Senior level
Remote in Canada
101-200 employees
B2BArtificial IntelligenceSupply ChainMachine LearningSaaSeCommerce
Company mission
To transform the supplier data market to empower digital enterprises through its AI-driven procurement tool.
Role
Who you are
- This contract is for a 14-month period, which includes 2 months of overlap for training and customer handoff and a 12-month coverage period
- The start date for this role is January 2025
- 5+ years in customer success, B2B Enterprise SaaS customer success experience preferred
- Strong understanding of B2B customer needs, pain points, and purchasing behaviour
- Excellent communication and interpersonal skills for building strong relationships
- Strong analytical and problem-solving skills for quick issue resolution
- Ability to develop customer success plans with measurable metrics and ROI alignment
- Ability to apply strategic thinking to broad-based company goals and quickly adapt when a change in scope impacts customer sentiment/decision-making
- High level of independence and ability to solve routine problems and vague issues without close supervision
- Self-starter with the ability to work autonomously as well as in group settings and collaboratively with Sales and Product teams, as well as many other cross-functional teams
- Consistent history of delivering quality work on time
- Passion for delivering customer value, proactive engagement and regular contact as part of delivering an excellent customer experience
- Experience working in a fast-paced, dynamic environment, the ability to manage multiple projects simultaneously and knowledge of how best to prioritize work to deliver the most effective results
- Strategic thinker adaptable to changing scopes and customer sentiments
- Passion for delivering proactive customer value and engagement
- Experience in fast-paced, collaborative environments managing multiple projects
- Source-to-pay procurement expertise is advantageous
- Proficiency in Google Suite (Sheets, Slides) and Microsoft Excel, Salesforce and ChurnZero
- Demonstrated track record of customer advocacy and accountability
What the job involves
- TealBook is looking for a highly motivated and experienced Senior Customer Success Manager to join our team on a contractual basis for maternity leave coverage
- As a Sr. CSM, you will be responsible for a portfolio of customers, ensuring customer satisfaction, retention, and growth through the delivery of exceptional customer experiences and realized value
- You’ll significantly impact our clients, optimize internal processes, and propel our customer base to new heights
- If you're passionate about making a difference, join us and be part of something great!
- The Impact You Will Have
- Manage an enterprise-level portfolio of accounts from the implementation of our products forward
- Cultivate and nurture relationships with key customer stakeholders, serving as their trusted advisor
- Proactively engage with customers to grasp their objectives and aid them in achieving success with our products and services
- Deliver ongoing value to customers through business reviews and reporting, ensuring continuous satisfaction
- Represent the Voice of the Customer, providing feedback to the internal Product team to guide roadmap planning and prioritization
- Educate clients and internal teams on industry insights and our unique differentiators in the marketplace
- Craft compelling narratives to communicate value and foster engagement
- Demonstrate an understanding of TealBook’s value metrics and share value propositions with your customers that are relevant and help build an ROI
- Manage renewal negotiations skillfully, collaborating with strategic account managers to achieve optimal results
- Develop and implement customer retention programs to reduce churn, meet renewal targets, and increase customer loyalty
- Collaborate cross-functionally to enhance the customer experience and foster long-term relationships
- Drive end-user adoption and measurable ROI, leveraging data to identify growth opportunities within your book of business
- Monitor customer health and maintain detailed records in ChurnZero and Salesforce CRMs for swift issue resolution
- Enhance communication flow between clients and our organization for timely resolutions
- Utilize analytics to drive informed decisions and enhance outcomes for customers
- Provide mentorship, guidance, and support to junior Customer Success Managers on the team
Our take
Accessing supplier data allows companies to improve supply chain agility and make the process of procurement more efficient, but existing methods of self-reported data have room for improvement. The data is often not expansive enough for truly beneficial insights and is not announced until it is too late to be used, showing a demand for predictive procurement data tools in the industry.
TealBook delivers a platform for procurement data that is driven by AI and ML, providing expansive supplier data to companies before it is self-reported based on analytics-driven predictions. This ultimately allows users to discover the right suppliers, optimize spending, and innovate upon performance with a large supplier data set, driving supply chain agility within both eCommerce and retail markets.
Whilst supply chains face innovations in logistics, inventory predictions, and other areas, procurement data relies on antiquated systems, and TealBook has been smart to recognize this and augment it through AI. The company currently hosts profiles for over 5 million universal suppliers, composing over 600 million data attributes.
Steph
Company Specialist at Welcome to the Jungle
Insights
Led by a woman
Top investors
Company
Funding (last 2 of 6 rounds)
Dec 2021
$50m
SERIES B
Jan 2021
$14.4m
SERIES A
Total funding: $73.5m
Company benefits
- TealDays - we encourage our employees to reflect on the impact they have across our organization. TealDays reserve full work days without internal meetings and allow for consideration of milestones and achievements
- TealWeek - we appreciate the effort our team members put in throughout the year. We close out each calendar year with TealWeek, a full week off for all employees to rest, relax, and recharge
- Financial Future - we want to help our employees work toward a strong financial future. We offer RRSA Retirement and 401K match for our North American employees
- Culture - we are a collective of people proud to have built a culture that every TealBooker has an impact on, cultivates, and embraces
- Compensation - we ensure that we are paying competitively and equitably by competing with the best tech companies in the world
- Ownership - we value the contributions and impact everyone has at TealBook by giving them ownership through our Stock Option Plan
- Wellness - TealBook covers almost all the costs associated with the employees and offers the option to have dependents added. This benefits plan covers dental, vision, paramedical, prescription, and life insurance
- Well-Being - we have made an investment to ensure the mental and overall well-being of our employees and their dependents. TealBook gives all of our employees access to best in class resources at their fingertips
- Paid Time Off - we inherently trust our employees and want to ensure that they have time off available when they need it. This includes unlimited PTO and our generous Personal Leave
- Learning and Development - we work with our employees to ensure they are set up for success. This means mapping out growth plans, career paths, and investing in the right learning resources
- Workspace - to equip, enable, and empower our employees with all the tools and resources necessary to make their home office work, we provide each employee with a home office allowance
- Office - we have an incredible office located right in downtown Toronto that comes equipped with all the perks that our employees could ask for, including a coffee bar and meditation space!
Company values
- TealWork is Teamwork - the impact we have is always greater when we work together. We bring our authentic selves, unique experiences, perspectives, and passions across teams, functions, and geographies to solve problems and deliver better results
- Will to Win - change is the only constant. We don’t just believe this — we face the unknown head-on. We have the courage to challenge the status quo and continuously adapt, change, and evolve. We act with urgency, align our priorities with the company deliverables, and drive decisions backed by data
- Deliver Delight - we are all customers. We listen to needs, challenge our ideas of what’s possible, and prioritize work that will drive success and build satisfaction. We constantly look for ways to differentiate ourselves and ensure interactions and experiences deliver delight
- Trust Through Transparency - we build trust through communicating honestly, authentically, and with respect. We hold ourselves accountable, we admit to our mistakes, and we do what we say we’ll do. Our success is rooted in trust through transparency
Company HQ
Sherwood Park, Toronto, ON
Articles
Leadership
Stephany Lapierre
(CEO)Member of the Board of Advisors for IADQGA since 2020. Director of Emerging Technologies for the Global Council for the Advancement of Women in Procurement since 2018.
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