Customer Success Manager

Toronto, Ontario Customer Success - Customer Success Full-time
Are you passionate about enabling educators to teach the minds of tomorrow?

We’re looking for a highly motivated and analytical-minded Customer Success Specialist with unparalleled customer-facing skills. We are looking for someone who goes above and beyond in serving customers with a high growth mindset. You will be the connection with our largest enterprise accounts and will be driving renewals and expansion within your accounts. You'll be responsible for increasing institution-wide adoption to help get Top Hat into as many post-secondary classrooms as possible and driving additional revenue in our Strategic Accounts.
You Will:
  • Ensure the successful implementation and use of Top Hat in a university, college, department or course as soon as a new deal is closed by managing the implementation of Top Hat 
  • Own and drive high retention in your pod’s book of business
  • Drive adoption and ROI for customers through the use of success plans and business reviews
  • Maintain regular touchpoints with key stakeholders and decision-makers to ensure ongoing success and usage of the platform
  • Act as the main point of contact between the client and the internal Top Hat team to ensure we are delivering on the value of Top Hat with each customer and increasing the usage of our solution
  • Participate in business reviews and manage relationships with stakeholders
  • Communicate and collaborate within your pod, Product and the shared services team to facilitate the best possible client experience
  • Manage KPIs like renewal rate customer health & maturity score
  • About You:
  • You have 3+ years of experience in customer success, ideally in the SaaS space
  • Your client-facing experience covers customers with multiple stakeholders and you confidently know how to work with the C level (in our case the Dean, Provost and Professors)
  • You are coachable, open to learning and seeking ways to become better
  • You use analytics to create, drive and align value proposition (strong Excel skills)
  • You have top-notch problem-solving skills, business and technical/diagnostic skills
  • You have strong project management experience
  • You have strong experience working within cross-functional teams 
  • You are independent with the ability to tackle and own customer success & business development
  • You have a bachelor’s degree or equivalent

  • #LI-Remote

    Why team members love working at Top Hat :

    *A noble mission that creates meaningful, fulfilling work
    *A team that cares deeply for customers and for each other
    *We’re a company of invested owners - every Top Hatter receives stock options
    *Professional learning and development for all role levels
    *An awesome and welcoming Toronto HQ, and a growing sales hub in Austin, Texas
    *Competitive health benefits that start on day one
    *A management team focused on performance, growth, engagement and connection
    *Our winning strategy and market potential
    *Innovative PTO policy with lots of time and space for self-care
    *Passionate customers that believe in us—and what we do