Customer Success Manager PIQ; Remote Outside of Canada

Persist

IQ currently has the position of Customer Success Manager available, and we’re excited to tell you about it!

Persist

IQ is a company inside the Wishpond umbrella. It is a rapidly growing SaaS company helping small businesses succeed through digital marketing solutions. Our cloud-based platform provides landing pages, social promotions, website pop-ups, and lead tracking tools, serving over 3,000 customers from startups to Fortune 500 companies. We’re a 100% remote team, passionate about helping businesses achieve measurable growth through smart, data‑driven marketing.

As a Customer Success Manager, you will be the voice and advocate of the customer within Persist

IQ. You will ensure your customers are getting the most value out of their investment with Persist

IQ. In collaboration with the Project Management Team, you will lead all retention and expansion efforts for each client. The ideal candidate will be passionate about ensuring our customers derive value from their relationship with Persist

IQ, become passionate advocates for our brand, and feel comfortable engaging with clients to discuss the details of their experience as Persist

IQ customers.

• Own a book of business of small to medium customers and drive those customer relationships through a team‑based approach throughout the entire customer lifecycle.
• Responsible for the comprehension and delivery of customers’ goals as it relates to Persist
  
  IQ services, and ensuring that the goals and success criteria are aligned to the services we provide.
• Act as a liaison to Persist
  
  IQ’s Account Management Team on behalf of your customers.
• Lead all retention efforts, including renewals, mapping of risks, cancellation requests and others for each client.
• Assist customers with any escalated issues and questions pertaining to their service agreement, the Persist
  
  IQ tools and any other topics on their relationship with Persist
  
  IQ.
• Understand our customer satisfaction measures.
• Execute on our Customer Success engagement model, inclusive of account management, success planning, retention, and cross‑sell/up‑sell initiatives.
• Expand revenue in existing accounts by working to identify/develop upsell opportunities and increase the average customer lifetime value.
• Monitor and improve individual performance to ensure team members are providing an optimal customer experience and achieving internal goals.
• Collaborate with our Product team to improve the user experience.
• Help drive customer reviews and case studies.
• Other duties as assigned.

• Minimum of 3+ years experience in a Customer Success role, preferably in a SaaS organization.
• Digital Marketing knowledge, including paid Ads, landing page optimization, email marketing and social media, is considered an asset.
• Experience using Shopify is preferred.
• A degree or diploma that contributes to the organization or role is considered an asset.
• Self‑motivated with the ability to establish and maintain solid relationships through a client‑first mentality.
• As part of a diverse team, the ability to work both independently and collaboratively.
• Must be technical, analytical, results‑driven and have the ability to multitask in a fast‑paced environment.
• Organized, administratively strong, and have solid writing, phone, and general communication skills.
• Fluent in English (spoken and written). Knowledge of a second language is considered an asset.
• Willing to participate in ongoing education and training for the role.

• Knowledge of basic CSS, HTML and JS
• Google Tag Manager
• Experience with other marketing automation platforms
• Knowledge of CRM platforms
• Experience with landing page platforms
• Experience with email marketing platforms.

• Given the nature of this role, it is expected that the successful candidate will provide their own workstation, computer, headset, and have a fast and reliable internet connection. This position may be required to download and utilize company software.
• The individual must be prepared to work standard business hours in the Pacific Time Zone
• Due to the nature of this role, we may verify backgrounds, including conducting employment reference, criminal record and…