Customer Success Coach, Sensei labs
North America
Enterprise orchestration software
Job no longer available
Enterprise orchestration software
21-100 employees
Job no longer available
21-100 employees
Company mission
Sensei Labs' mission is to define the future of work by creating tools that maximize team members' potential and impact.
Role
Who you are
- 5+ year of relevant experience in a customer-facing role, SaaS experience a plus
- Effective communicator both verbal and written
- Rise to the challenge when working under pressure
- Awesome interpersonal skills, able to quickly build external and internal relationships
- Analytical and problem solving skills – understanding of PowerBI or similar business intelligence tools is a bonus!
- Love challenge and change; you’re up for anything
- Are a great listener and expert problem solver with the ability to juggle many competing priorities at once
- Have an understanding of the web and how it works. You've not necessarily written and deployed your own JQuery-based, CSS-heavy responsive sites, but you're also not intimidated by the technology
- Are a successful relationship builder and demonstrate deep empathy for your customers and have an innate curiosity about driving success
- Have been told you are an amazing communicator and have excellent verbal and written skills
What the job involves
- Embody Sensei’s values: to be selfless, empathetic, nimble, skilled, entrepreneurial, and to act with integrity
- Develops and nurtures strategic relationships with your customers that are built on trust, advisership, and empathy. This includes owning the relationship with the customer Champion and Admin, and ensuring both breadth and depth in your customer relationships
- Develops joint customer success plan (i.e. the account roadmap) and orchestrates resources to deliver against them
- Farms new customer business problems that solving would deepen the value our products and our team delivers to the customer
- Shares success stories back to the customer and solicits feedback on the business impact
- Manages overall financial health of your customer, including renewals, up-sells, and all relevant proposal and strategy development and writing
- Leads your customer through maturity assessments - the diagnostic tool and discussion used to support the development of joint customer success plans and to farm new customer business problems
- Responsible for progressing your customer through the Welcoming and Kicking Off phases, and the Adopting and Scaling phases of the customer journey on time
- Orchestrates cross-team collaboration, including the inclusion of sales, marketing, and the executive team in joint customer success plan development
- Gathers formal feedback from your customer champion and admins through regular 1:1s, status meetings, and asynchronous tools
- Upholds a customer experience standard that includes: customers are treated with respect, empathy and dignity, agendas sent ahead of meetings, that customer emails or messages received prior to 5pm are replied to same-day, even if just to acknowledge their receipt, and well-managed meetings – meaning starting and ending on time, kicking off with an agenda, closing with next steps, and documenting meeting outcomes
Our take
Sensei Labs is a tech-enabled collaborative work management platform. Its flagship platform, Conductor, brings together management solutions for data/KPI, collaborative, and project/portfolio work. The company’s target audience is ambitiously broad, too, covering healthcare, government services, finance, media, and almost everything in between.
It’s a good strategy if Sensei Labs can cater well to the different types of businesses. Cross-industry digital transformation efforts and the widespread adoption of tech have led to a flurry of management software startups, but these tend to be more tightly focused on particular functions or industries. A player who can integrate more features is likely to win out, purely in terms of practicality.
Having raised new capital, the company is now investing in accelerating growth and its product strategy. As part of this, Sensei Labs will be focusing on broadening its outreach to global enterprises and accelerating growth through funding.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-16% employee growth in 12 months
Company
Funding (1 round)
Jan 2021
$6.5m
SERIES A
Total funding: $6.5m
Company benefits
- Tackle challenging problems: We’re solving tough challenges together, every day. Our customers are Fortune 1000 companies around the world, so our work has a positive impact on companies that you know and love, every day
- Flexibility: Our team has the freedom to set themselves up so that they’re set up for success and able to do their best work – making their day more productive and removing barriers
- Competitive compensation & benefits: We’re looking for exceptional talent to join our team and we set our compensation model fairly and in line with your expectations. Our benefits include health, dental, vision, and life insurance
- Hybrid work: We have team members all over the world who work from wherever they’re located. Come and spend time in our beautiful, downtown Toronto HQ when you want to and can, or work from home when you don’t. Our office is designed entirely around collaboration and our hybrid structure means those of us who can come get in to spend a day a week with their teams in person. Everything is set up for Teams meetings and we fully embrace hybrid attendance (and time zones!)
- We believe that your growth is our growth, so we invest in training that will further your skills, your career, and help you to grow at Sensei Labs. We also host catered Lunch and Learns to share best practices, new innovations, and bring inspiration to your day
Company HQ
Downtown Toronto, Toronto, ON
Leadership
Jay Goldman
(CEO)Previously SVP of Innovation at Klick, before moving on to freelance as a UX and product marketing consultant, and co-authoring The Decoded Company.
D'Arcy Rittich
(CTO)Worked as a GSK Senior Application Developer, before moving on to hold various technical roles a Klick - eventually Chief Technical Strategist.
Benji Nadler
(President)Was the VP at Central-Epicure Food Products, before moving on to hold various positions, and ultimately SVP of Internal Operations, at Klick.
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