Customer Success Manager, Symend
Digital engagement platform resolving customers' unpaid bills
Job no longer available
Digital engagement platform resolving customers' unpaid bills
201-500 employees
Job no longer available
201-500 employees
Company mission
Symend is on a mission to add lasting value to enterprises, by helping their customers avoid collections. They will do this by transforming the science of engagement on a global scale.
Role
Who you are
- University degree or an equivalent
- Must have 7+ years client management experience delivering Software as a Service (SaaS) solutions to enterprise clients
- Experience working with Marketing Technology (MarTech) or Financial Technology (FinTech) will be a strong asset
- Proven experience building trusted relationships at all levels, with both clients and internal cross-functional teams
- Outcome-focused and driven to help define and achieve client success
- Highly organized and self-directed with proven project and account management skills
- Ability to manage and prioritize multiple tasks in a fast-paced environment
- Demonstrated ability to communicate and coordinate efforts cross-functionally (internally and externally)
- Demonstrated ability to manage technical or customer escalations from origin to conclusion
- Excellent written and verbal business communication abilities
- Willingness to act as an advocate on behalf of client accounts
- Continuous improvement mindset with a drive for excellence
- Continually provide best in class in customer service with vigor and positivity
- An active listener who can get to the root of a problem and support with owning solutions for resolution
- A strong team member who can also operate and execute independently
- Understand that the key to a successful future is to always be learning
- Adhere to deadlines by multi-tasking and staying organized
- Define metrics to track client success activities including a client health score
- Travel to client sites as needed and meet clients in person for onboarding and occasional meetings
- Must be located in an Atlantic Time Zone
What the job involves
- Build multi-level client relationships to understand their goals, system utilization, value opportunities and areas of risk or concern
- Be able to work with, communicate, and address the needs of a variety of internal and external stakeholders at various levels of an organization
- Proactively manage the client experience throughout the client’s lifecycle. Serve as the primary point of contact for key accounts, always delivering on-time and on-budget
- Operate and execute in a methodical and thought-through approach that explains decision processes, and the value-add of client requests for to the internal teams. Be able to develop Key Performance Indicators (KPIs), a Success Plan, and buy-in of internal stakeholders
- Engage in strategic, consistent, proactive client and partner meetings to positively impact customer loyalty and revenue growth
- Identify opportunities within assigned accounts to increase revenue through cross-selling and/or upselling, with a focus on delivering against client needs, ROI, satisfaction and client retention
- Symend CSMs are trained, coached, managed and held accountable to upsell products utilizing their existing channels and relationships. An AE may assist with SME advice but is otherwise outside of this flow
- The CSM is responsible for setting the conditions throughout the account’s lifecycle including a renewal of the account
- Drive and oversee all the work from multi-disciplinary Symend teams related to the account. Be able to communicate priorities to Symend teams based on the KPIs and Success Plan. Understand the internal and external impacts on KPIs, Success Plans and priorities introduced by the business dynamics of our clients
- Capture and communicate key account activities, milestones, actions, and escalations. Develop, track and update cost forecasts and reports, while implementing and managing project schedules. Ensure all internal and external project stakeholders are kept up to date and aligned via regular correspondence, progress reports, and meetings
- Collect feedback from all stakeholders and drive teams to put in place the best mitigation plans for identified risks
- Collaborate and partner with all areas of Customer Success, Sales, Marketing, Product, and Engineering teams to drive client success outcomes not only for the CSM accounts but for Symend as a whole
- Create a company-wide client feedback loop that will identify opportunities for continuous improvement
Our take
Access to credit has never been easier with the advent of new FinTechs like Buy Now Pay Later providers. However, this also means more consumers are defaulting on their bills, which is a cost for retailers, consumers, and credit providers.
Symend is helping all of these parties with a unique approach. By leveraging behavioral science insights it has developed a white-label solution that adjusts customer communications by adapting to behaviors that indicate imminent bill defaulting. In essence, this means companies can send "hyper-personalized" payment reminders and recovery messages to their customers.
This product has garnered such success that the company has enjoyed almost $140 million in funding. Despite this, the company has suffered from the economic downturn. It had to cut a quarter of its team in 2023 to tackle slower sales and redundant sectors of the workforce that its product has automated. Nevertheless, this streamlining and its injection of funding means that Symend is well-equipped to endure any more headwinds moving forward.
Freddie
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Nov 2022
$40m
SERIES B
Feb 2021
$43m
SERIES B
Total funding: $148.8m
Company benefits
- Competitive compensation
- Flexible work environment
- Social Fridays
- Awesome team events
- Comprehensive health plans
- 4 weeks paid vacation
- Employee stock options
- RRSP/401K matching
- Learning and development
Company HQ
Downtown Commercial, Calgary, AB
Leadership
Tiffany Kaminsky
(CMO)Before launching Symend, they led a successful marketing and strategy consulting practice across a variety of industries. Also, previously held a leadership role at TinyEYE Therapy Services, an innovative leader in children’s online speech and occupational therapy services.
Hanif Joshaghani
(CEO)Their background includes 15 years of senior roles in capital markets, energy finance, business development and entrepreneurship in a broad range of industries including investment banking, energy and technology. They have raised over $150M across the four companies he has founded with several exits to date. MBA from the Rotman School of University of Toronto.
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