Customer Success Manager

What if everyone got on the same page? This is something we ask ourselves everyday at Bananatag.

We believe great communication is at the heart of every business, and we’re here to help companies make meaningful internal communication easy. Because when employees are informed and engaged, they’re happier and they do better work.

We’re certain that at Bananatag you’ll be able to have impact and create an inspiring career.

Bananatag is an employee communication platform that allows users to save time by design, schedule and evaluate company-wide messaging on email, Slack and MS Teams, all from a single tool.

Our industry-leading email designer helps teams to collaborate in real-time on branded, engaging content, then explore analytics to understand the impact their messages are having.

It’s an exciting time at Bananatag as we merge with Staffbase, a global employee app and intranet company with offices across Germany, Amsterdam, London and New York, adding to our offices in Vancouver and Kelowna, BC. Together, our platforms come together to offer the world’s first all-in-one multi-channel solution for employee communication.

• About us
• Try our email designer live
• See how we celebrate while remote
• Bananatag is official a Great Place to Work

The Opportunity

Are you our next Customer Success Manager (CSM)? We’re looking for someone to have roughly 2 years of industry experience to join our amazing Customer Success team. This is a unique opportunity to join a really sweet tech company, you can scope us out on Instagram, Glassdoor, and Indeed. We aren’t perfect, but we’re proud of who we are!

As a CSM you’ll drive the adoption of our software in our current user base and reduce churn. The experience of our customers is our #1 priority and as Customer Success Managers we have the ability to create an experience where they see us as trusted advisors for their communications needs and goals.

You’re a problem solver who loves to help, teach, and train, creating a mutual partnership with your customer. You are rigorously organized and are always willing to jump in to support a team, wow a customer, or improve a process. You have superb writing and communication skills and thrive in a dynamic, high energy team. You’re also a fast learner who feels comfortable in the world of cutting edge SaaS technology.

Bananatag has a positive, diverse, and evolving culture—we look for people who are curious, inventive and work to be a little better every single day. In our work together we aim to be smart, humble, hardworking, and, above all, impactful. If this sounds like a good fit for you, skim the rest and apply now.

Requirements

What You’ll Be Up To

• Build and maintain strong day-to-day relationships with your customers by providing a superior customer experience from the point of purchase up to their renewal and onwards
• Be the lead point of contact for all matters specific to the account; monitoring your inbox to answer questions and/or direct to our Customer Care team for technical support
• Work with the Onboarding Project Lead (OPL) and Technical Onboarding Engineer (TOE) during customer onboarding, providing the customer training and enablement for a successful product launch
• Become a trusted advisor and proactively drive usage of the tool
• Learn the customer’s success outcomes and their business and use cases to identify and evaluate upcoming needs
• Monitor customer healthscores, product adoption and engagement
• Identify and uncover new business opportunities to expand the product
• Identify customers at risk for churn that require additional stakeholders’ attention
• Identify super users and customer advocates for product feedback, beta groups and customer success stories
• Collaborate closely with other internal team members from other departments, such as development, product, sales and marketing

What You’ll Come With

• When you speak to your customer via email or zoom/call, your point is clear and you can address the customer’s questions and needs. You know when to use their and they’re
• You have a “I’ve got this” attitude, you know what needs to be done today, tomorrow, the week, next month
• You don’t necessarily know how a piece of code creates x,y,z but you can retain technical information to understand our product
• You are flexible and adaptable, moving pieces and changes don’t scare you one bit
• You have several years of working experience (2+) in a client-engaging environment such as Customer Success, Account Management, Project Management, etc.
• You keep your promises, take your commitments to others seriously, and have demonstrable integrity
• Experience in working with communications teams, HR, and executives is a plus!
• CRM experience with tools like Salesforce is also a strong plus
• You are a team player who truly enjoys building relationships with customers and colleagues. You have a success-oriented and creative mindset

Benefits

• Competitive salaries with regular compensation reviews
• Comprehensive extended benefits package (health, dental, and vision) from day one
• A progressive employee assistance program through Telus Health MyCare with unlimited telemedical access to local doctors, therapists, and dietitians in Canada
• Group Registered Savings Plan program (RRSP)
• 4 weeks of vacation for everyone
• 10 paid wellness days to use for your physical and mental health / wellbeing
• We are a ‘remote first’ workplace now, but have nice offices in Kelowna & Vancouver if that's your thing – but we require you to be eligible to work in Canada

• We invest generously in professional development for you lifelong learners.
• Authority, accountability, and autonomy to succeed at your own pace. A team that embraces knowledge sharing and wearing different hats. There are no lordships and fiefdoms here.
• We’re serious about diversity, equity, inclusion, and representation. We’ve created a task force to make sure that we’re not just talking the talk, but also walking the walk. Our stance is below.
• We surprise and delight our employees from time-to-time, you’ll just have to trust us. ;)

Did you know there are over 1,000 different kinds of bananas out there? Each one brings something unique to the table, just like our people. We love that we’re all different; however, we have to admit that not all have been treated equitably in the past. Bananatag promises that however you identify you will always have equitable access and opportunity to succeed here.

We’ve taken a public pledge to eradicate pay gaps based on race, gender, age, nationality, religion, sexual orientation, and other marginalized groups and categories. We review our pay equity bi-annually to make sure we don’t fall off track. We’re committed to ensuring a $1 to $1 ratio in equitable compensation among all of our people.