Customer Success Manager

Burnaby, Canada

The salary range for this position is between $75,000 - $100,000/year, commensurate with experience relevant to this role.

Permanent - Full Time

About Breadstack Solutions:  

At Breadstack, we empower dispensaries with a cutting-edge platform designed to boost sales, enhance online presence, and streamline operations. Our all-in-one solution seamlessly integrates inventory, order management, payment, shipping, delivery, and eCommerce. With real-time data protection, dynamic coupons, and advanced fulfillment options, we help dispensaries thrive in a competitive market.  Join us in building the future of commerce.

About the role:

We’re on the lookout for a Customer Success Manager dedicated to building strong, lasting relationships with our clients and ensuring they achieve maximum value from our platform. Bonus points if you have experience in the eCommerce space. In return, we offer a dynamic and collaborative work environment, unlimited snacks, and the opportunity to revolutionize an industry.

One unique challenge you’ll tackle is ensuring our customers achieve maximum value from our platform so they can sell more online. You’ll develop strategies to enhance product adoption and customer engagement, identifying and addressing pain points to ensure a seamless and positive customer experience.

The Customer Success Manager will:

  • Provide leadership, guidance, and mentorship to your team in areas of new customer onboarding and customer support to ensure high performance and excellent customer experiences.
  • Develop and implement a comprehensive customer success strategy to drive high customer satisfaction, improve time to revenue, and reduce both the volume of support tickets and resolution time.
  • Lead the onboarding process for new customers on the platform, ensuring smooth integration and promoting practices that contribute to product adoption and customer success.
  • Develop a deep expertise in the platform’s technology and provide hands-on technical support to help customers achieve their desired outcomes, including troubleshooting issues related to platform usage and functionality.
  • Monitor the support ticketing system for trends to identify areas for improvement in automated responses and the onboarding process. Work with internal teams to implement enhancements.
  • Define and execute training initiatives for customers, ensuring they have the knowledge and resources needed to effectively utilize the platform and maximize value.
  • Understand Breadstacks tech stack and how our solutions not only fit in but enhance our customers’ ecosystem for a better client experience.
  • Collaborate closely with internal product and engineering teams to convey customer feedback and insights, advocating for enhancements and driving positive evolution of the product.
  • Recommend and implement new tools and software enhancements to improve the customer experience and/or reduce time and cost.
  • Develop Customer Success assets, working collaboratively with Product Development, Product Marketing, and Sales teams to establish and refine customer materials and solutions
  • Provide in-depth product demonstrations to drive additional growth opportunities
  • Cultivate a pool of advocates to support sales prospects and grow our referral base

Key Qualifications:

  • Bachelor’s degree in Business Administration, Marketing, Communication, or a related field.
  • A minimum of 5 years of customer-facing experience in B2B SaaS companies in a sales or customer success capacity, including at least 2 years leading customer-facing teams.
  • Expertise in digital and self-service support models.
  • Extensive knowledge of customer service management methodologies and techniques.
  • Ability to make data-driven decisions to improve efficiency, scalability, and the client experience.
  • Ability to prioritize, multi-task, and perform optimally in ambiguous environments.
  • Extensive experience using support tools such as ZenDesk, Zoho Desk, or other customer support software.
  • A self-starter, driven with a strong growth mindset and attention to detail.
  • Excellent verbal and written communication skills with the ability to problem-solve critical roadblocks in a calm, positive, and friendly manner.
  • Strong interpersonal skills with empathy and understanding of client/customer needs, and the ability to navigate difficult conversations with poise and empathy.

So, if you’re ready to join a company that’s always pushing boundaries, apply now!