Customer Success Specialist

About Canopy

Canopy is a fast-growing SaaS startup in Draper, Utah building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry. We place strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way. 

As a key member of the Customer Experience organization, your primary responsibility as a Customer Success Specialist will be to ensure our customers realize a tangible value from our software. Your outstanding performance, empathy, agility, and forward-thinking problem-solving in this role are critical to the future success of Canopy. You will report to our Manager of Customer Success.

This is a hybrid role based in Draper, UT.

A Glimpse of What You’ll Do:

• Have autonomy over a ~$2 million book of business, and your day to day workflows for efficiently and effectively managing your accounts 
• Regularly review accounts and work with existing customers during renewal periods to maximize retention
• Maximize available resources to proactively reach out to users to encourage adoption of use cases and best practices
• Actively seek opportunities to retain and grow accounts, including the expansion of licenses, services, use cases, etc.
• Be a product & industry expert at all times by staying on top of product development, competition, and industry benchmarks & happenings 
• Be able to provide on-the-fly technical troubleshooting or basic configuration services while the customer is live & engaged on your calls
• Collaborate cross-departmentally to provide pre-sales implementation support, be an advocate in the product feedback loop, support marketing case-study opportunities, share ideas for operational improvements & the like
• Use professional judgment to escalate risk accounts at first signs of the risk and work collaboratively to mitigate churn as much as possible
• Maintain a detailed record of all communications & touchpoints with your book of business, and project manage your action and advocacy items to completion
• Go above and beyond to serve our customers and your team, provide a world-class customer experience, and be a shining, standard-setting example of what it means to be a “Canopian” (yep, we’re Canopians :) ). 

These Skills Will Help You Thrive in this Role:

• Owner, craving responsibility and accountability to the role's above description
• Self-starter, with the ability to drive your own productivity
• Positive outlook, with the ability to maintain a hungry and enthusiastic approach in a complex and challenging, open-ended environment 
• Organizational skills, creativity, curiosity, and a solution-oriented focus are a must
• Love closing deals and winning over long-term customer advocates
• Excellent written and verbal communication skills in the English language
• 1-2 years Customer Success, Customer Service, or formal customer training experience (preferred, but not required) 
• Previous experience in SaaS (preferred, but not required)

Benefits and Perks:

• Unlimited PTO (yes, we want you to have a work-life balance)
• Free medical premiums for employees
• Awesome on-site gym (Cardio machines, squat racks, free weights!)
• Life insurance, long and short-term disability coverage
• Hospital Indemnity plan available
• 401(k) match
• Paid maternity and paternity leave
• Fully stocked kitchen
   

Canopy is an equal opportunity employer. Canopy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.