Manager, Customer Success

What Pricepoint is: Pricepoint is a Montreal-based startup specializing in AI-driven price optimization solutions for lodging businesses. Our cutting-edge technology focuses on maximizing hotel revenues in real-time, 24/7, with an average revenue uplift of 19%. While we're deeply rooted in technology, we cherish the core values of the travel industry, understanding that hospitality is about creating smiles. At Pricepoint, we embody this ethos, ensuring each team member contributes to fostering a positive and collaborative work environment.Who we are: We are a small, friendly team of +20 people that is eager to learn and fight hard to grow. Our goal has never been to pretend that we're a corporation, but we are a bit old-school because we believe that great things, the same as great friendships, can only be born in person. For this reason, we invite all team members not only to work side by side with us in our small, not modern, and not flashy (not a garage!) office but also to contribute and help us create our company culture. "Trust" is the foundation of what we want to build with our clients and our colleagues. If there is trust, then there is truth, responsibility, and respect.Who we are looking for:We are seeking an experienced professional who will take charge of overall customer service, satisfaction, and, consequently, safeguard Pricepoint from unwanted churn as we continue to grow. Currently, we have five remote customer success specialists based in different parts of the world. The ideal candidate for this position must possess robust experience and a deep understanding of B2B customer success. They should be prepared to immerse themselves in a startup environment and culture. Here, nothing is set in stone, and versatility is key; individuals wear multiple hats. In essence, this person will need to tackle tasks as they arise, demonstrating initiative and resourcefulness. Specifically, they should be poised to lead, structure, and expand the team, while also eagerly embracing frontline responsibilities. This entails directly engaging with our customers to assess their satisfaction levels, ensure retention, and enhance their overall experience with our software.What you will do:Customer Satisfaction Management:Conduct regular check-in calls with customers to review progress, address concerns, and reinforce the value of our solutions.Coordinate training sessions and webinars to educate customers on product features and best practices.Act as a trusted advisor, offering strategic insights to help customers achieve their business objectives.CS Team Management:Lead and expand the Customer Success and Onboarding team +6 people), providing mentorship and support to foster their growth.Establish clear goals and performance metrics, monitoring progress and fostering a collaborative team environment.Account Management Leadership:Develop and execute account management strategies to drive long-term retention and growth.Identify opportunities for upselling and collaborate with the sales team to capitalize on them.Provide strategic guidance to customers to facilitate their business goals.Proactive Engagement:Identify upsell opportunities by understanding customer needs and behaviors.Proactively reach out to offer additional support or resources to maximize the value of our solutions.Monitor customer metrics to identify potential churn risks and take proactive measures to address them.Retention Activities:Develop and implement retention strategies to minimize churn and enhance customer lifetime value.Proactively identify and mitigate churn risks, addressing customer concerns promptly.Monitor satisfaction scores and retention metrics, taking corrective actions as needed.Follow Up on Unpaid and In-Risk Accounts:Monitor outstanding accounts and follow up to ensure timely resolution.Identify accounts at risk of churn and collaborate with internal teams to mitigate risks.What you need to succeed:Bachelor's degree in Business Administration, Marketing, or a related field.3+ years of experience in customer success or account management, preferably in the SaaS industry.Excellent communication and interpersonal skills.Strong analytical and problem-solving abilities.Self-motivated and results-oriented.Proficiency in CRM software; experience with customer success platforms is a plus.Native or close to native level English proficiency; Spanish and Portuguese are advantageous.Based in Montreal, NDG, with a hybrid in-office requirement three times a week.How to Apply:If you're passionate about customer success and thrive in a collaborative, fast-paced environment, we would love to hear from you! Please submit your resume on LinkedIn or email us at mat@pricepoint.co....Ce qu'est Pricepoint :Pricepoint est une start-up montréalaise spécialisée dans les solutions d'optimisation des prix basées sur l'IA pour les entreprises d'hébergement. Notre technologie innovante vise à maximiser les revenus hôteliers en temps réel, 24/7, avec une augmentation moyenne du chiffre d'affaires de 19 %. Chez Pricepoint, nous accordons une importance particulière à la création d'un environnement de travail positif et collaboratif.Qui nous sommes :Nous sommes une équipe conviviale d'une vingtaine de personnes, désireuse d'apprendre et de grandir ensemble. La confiance est le pilier de nos relations, tant avec nos clients que nos collègues. Nous valorisons une approche authentique et privilégions les échanges en personne pour favoriser une culture d'entreprise dynamique et inclusive.Qui nous recherchons :Nous recherchons un professionnel expérimenté pour prendre en charge le service client, la satisfaction et la rétention des clients. Le candidat idéal devra posséder une solide expérience dans le domaine, être prêt à évoluer dans un environnement dynamique et démontrer une forte capacité à diriger et à s'adapter aux besoins changeants de l'entreprise.Ce que vous ferez :En tant que responsable de la satisfaction client, vous aurez pour mission de maintenir et d'améliorer la qualité du service offert à nos clients, en veillant à leur satisfaction et à leur fidélité. Vous dirigerez une équipe dédiée à cet objectif, en établissant des objectifs clairs et en offrant un soutien et un mentorat pour favoriser leur développement professionnel.Ce dont vous avez besoin pour réussir :Pour réussir dans ce rôle, vous devez posséder une solide expérience dans le domaine du service client, de préférence dans l'industrie des logiciels en tant que service. Vous devez également faire preuve d'excellentes compétences en communication et en relations interpersonnelles, ainsi que d'une forte capacité à résoudre les problèmes de manière efficace et autonome.Comment postuler :Si vous êtes passionné par le service client et que vous souhaitez évoluer dans un environnement dynamique et collaboratif, nous serions ravis de vous rencontrer ! Veuillez soumettre votre CV par e-mail à mat@pricepoint.co. Software Development