Open Position
Customer Success Lead

Full Time

Montreal, Canada

What you’ll be doing:

  • Work closely with strategic business partners/customers of Swift Connect.
  • Develop, lead, and scale a professional services team to project manage and respond to all post-sales tasks including product implementation, customer onboarding, and customer support.
  • Serve as primary point of contact when customer issues arise, troubleshooting, and ensuring quick resolutions.
  • Provide analysis and feedback from post-sales tasks to inform team decision-making and product roadmap.
  • Identify opportunities to scale how to direct and support customers. Work in unison with other team’s (sales, services, etc.) to deliver a top-end customer experience.
  • Be responsible for ongoing project management with our customers, and the rest of the customer project team.
  • Help customers achieve their business objectives by providing advice on best practices.
  • Provide superior service and support to ensure customer renewals.
  • Help establish a scalable Customer Success process.

What you’ll need:

  • 5+ years project and/or account management experience; customer success experiences a strong plus.
  • Strong problem solving and analytical thinking.
  • Ability to understand technical architectures and engineering.
  • Oversee engineers devoted to implementations and deployments.
  • Experience in running governance of complex deployment and usage projects within large organizations.
  • Growing your leadership skills by being one of the first team members of SwiftConnect’s Customer Success department.
  • Excellent spoken and written English.
  • Ability to manage several different situations and customers on any given day.
  • Strong initiative and drive to innovate.
  • Desire to be part of a fast-growing Series A startup.
  • Self-starter who actively looks for problems to fix and efficiencies to gain with the goal of scaling and automating processes.
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