Customer Success Manager (12 month contract)

Job description

Contract Term: This position is a 12-month maternity leave contract, with the possibility of extension based on organizational needs and performance. At Bucketlist Rewards, we are passionate about delivering innovative solutions to our wonderful clients. Our cutting-edge products have revolutionized Rewards and Recognitions, and we're committed to ensuring our customers achieve maximum value and success. As a Customer Success Manager (CSM), you will be responsible for building and maintaining strong relationships with our Bucketlist customers. Your primary goal will be to ensure customer satisfaction, drive adoption of our great product, and maximize customer retention and growth. About Us: Bucketlist Rewards provides a leading B2B SaaS solution that allows organizations of all sizes to introduce an effective rewards and recognition program to its workforce. Our goal is to provide companies with an easy to use web platform that enables employers to reward team members in a meaningful way that matters to them, while achieving great business results and building better organizational cultures. When it comes to great company culture, the Bucketlist team walks the talk and we are proud to be Great Place to Work certified! Key Responsibilities: Act as primary customer contact within assigned Book-of-Business, fostering strong relationships and regular communication. Collaborate with Sales, Support, Onboarding, and Product teams to ensure a seamless customer experience and resolve issues promptly. Proactively engage customers with insights and strategic recommendations for optimizing Bucketlist platform usage. Monitor customer health and engagement signals, identify upsell opportunities, and conduct regular check-ins and performance reviews. Conduct Quarterly Business Reviews (QBRs) showcasing value delivered and areas for improvement; focus on achieving a world-class Net Promoter Score (NPS) and high account growth. Handle escalations and difficult conversations with professionalism and a solutions-first mindset, ensuring prompt resolution and positive outcomes. Act as the Voice of the Customer, gather and relay customer feedback to influence the product roadmap and enhancements. Drive customer advocacy, referrals, and case studies; focus on improving customer loyalty and retention. Stay current on industry trends and best practices in HR, Rewards & Recognition, and employee engagement to provide valuable insights to customers. Collaborate with the Finance team to review renewal numbers, document upsell opportunities, and establish clear client retention goals and strategies. Proactively identify creative ways to grow and expand the book of business. Required Skills for Success: Bachelor's degree in Business Administration or a related field (preferred). Experience as a Customer Success Manager for at least 3 years in SaaS environment Great communication skills, both written and verbal environments Tech-savvy and proficient with CRM software and customer success tools. Highly organized with the ability to manage multiple priorities and workflows in a fast-paced environment with a high level of accuracy, attention to detail, and ability to meet deadlines. Creative problem-solver with a growth mindset and a clear vision for expanding their book of business. Comfortable navigating difficult customer conversations with professionalism and empathy. Bilingual in either French or Spanish as a second language is an asset in this role The Perks: Growth Opportunities: Join a growing company where you’ll be part of a high performing team with lots of potential. Remote Work: We are a distributed workplace (100% remote). This position is open to anyone residing and able to work in Canada on a remote basis. Wellness Days: In addition to paid vacation days, we offer flexible paid time off to fit individual needs. Comprehensive benefits package: Includes health, dental, vision care, EFAP and more. Annual Bucketlist Benefit: An additional paid day off and $$ to spend to help check items off your own bucket list! Home Office and Learning & Development Benefits: Support for your home workspace and funding to grow your skills. Rewards and Recognition: We walk the talk! We’ll help you achieve not just your career goals, but your personal goals as well! Compensation: Anticipated Salary Range for this intermediate CSM role is $70,000 - $80,000 CAD. The final offer will consider factors such as your expertise and previous experience.