Customer Success Manager

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Customer Success Manager – Annapolis Office

Facility

OS is a dynamic and innovative B2B SaaS company headquartered in the heart of Toronto's vibrant tech ecosystem. We are on a high-growth trajectory, providing a market-leading platform that helps businesses improve their safety, security, compliance, and efficiency across many critical facility touchpoints. We are a team of passionate, driven individuals committed to excellence, innovation, and redefining our industry.

This is a hybrid position in our office in Annapolis, Maryland, where you’ll be required to be in the office at least three days a week with the flexibility to work from home the remaining days if desired.

• Account Management – You’ll utilize a customer-centric approach to proactively manage and nurture a portfolio of enterprise accounts
• Analyze Data – You’ll regularly interpret complex data (i.e. product data, business data) to identify where to put your proactive focus within your account base
• Drive Growth – You’ll be working across the customer journey to set our customers on the path to success in collaboration with the sales team to expand business
• Mitigate Risk – Proactively identifying accounts at risk of churn and putting plans in place to mitigate the risk
• Drive Product Usage – Partner with the product team to help customers adopt new features and use cases
• Drive Value – Partner with senior stakeholders at customer organizations, aligning business outcomes with Facility
  
  OS solutions
• Work Cross-Functionally – Collaborate with Solutions Engineering, Product, and Technical Support teams to understand and address complex technical needs
• Continuously Learn – You’ll be regularly learning about the product enhancements, CS best practices and better ways we can enhance our customer experience / journey

• 2-5 years of experience in customer success
• Experience in managing a customer lifecycle journey and understanding of how to work with usage data
• Strong verbal and written communication, strategic planning, and project management skills
• Exceptionally organized
• Analytical and process-oriented mindset
• Your work ethic is unmatched – anything you don’t know you’ll learn quickly through your growth mindset
• You are a highly motivated, self-starter with a high degree of initiative, a can-do attitude, results and goal-driven mindset and the ability to achieve set goals
• You pay attention to detail in all areas of work with strong problem identification and problem resolution skills
• Collaborate with Solutions Engineering, Product, and Technical Support teams to understand and address complex technical needs
• Experience or familiarity with enterprise GTM tools like Gainsight, Salesforce, Gong, Zendesk, and Jira

Facility

OS is the global leader in enterprise visitor management, helping complex enterprises digitize, optimize, and automate their key facility process – from streamlined visitor management to emergency evacuation, our Facility OS Platform is cutting edge and driving significant value with our customers.

• 🩺 Comprehensive health coverage (includes Dental and Vision coverage)
• 🏠 A Hybrid work environment with our office based in Annapolis, Maryland
• 💡 Opportunity for advancement and growth
• 🎉 Two annual parties in a year

We believe that a diverse team is the key to innovation and growth. We are an equal opportunity employer that value diversity at our company and encourages all candidates to apply. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Facility

OS will accommodate individuals with disabilities through each stage of the recruitment and selection process. Please advise us of any needs when your interview is booked, and we will do our best to meet your needs.

Please note that all candidates must be legally eligible to work in the United States of America.

Any offer of employment may be conditional upon full background checks including a criminal record check, a credit check and employment and educational verifications. A reference check will also be conducted.

Facility

OS thanks all candidates for their interest, however only those selected to continue in the process will be contacted.

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