Mid Market Customer Success Manager

Overview

Canopy is a fast-growing SaaS company in South Jordan, 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. Our goal is to help our clients unlock the firm they’ve always wanted with our Practice Management Suite. We place strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way.

Interested in learning more about Canopy & the industry? Check out our blog here where you can find great information on our product features, industry news, practice management, and more!

As a key member of the Customer Experience organization, your primary responsibility as a Mid Market Customer Success Manager 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 directly to the Head of Customer Experience.

This is a hybrid position, M, W, F in office in South Jordan, UT. Applicants must be located in the US.

• Responsible for supporting the relationships with Canopy’s high value, strategic clients.
• Help ensure customer satisfaction, support product adoption, and assist in demonstrating to our clients the value they are getting out of Canopy.
• Aid in retaining and increasing the revenue from your customer portfolio.
• Help the business owners identify, design, and implement the process changes that will make Canopy a seamless part of their business.
• Manage a book of Strategic customers.
• Oversee various projects occurring simultaneously across different departments to ensure that your customer portfolio is progressing towards their goals.
• Help clients set performance goals and obsess over their success.
• Analyze performance, troubleshoot client challenges and design creative solutions to obstacles.
• Assist in managing the lifecycle of your customer portfolio, which will be a pipeline of high-intensity projects.
• Look for new ways to work smarter, increase your effectiveness and delight our clients.
• Metrics will be focused on growth and retention.
• Assist on reporting value of Canopy products in weekly syncs, monthly check-ins, and quarterly EBRs, as needed.
• Tracking cases, bugs, and ongoing projects.
• Confidence confronting daily changes and obstacles in order to succeed in this environment of mastering new things.
• Come prepared each day to take initiative and have the motivation to complete tasks assigned by the team or discussed with your customer portfolio.

• 2-3 years Customer Success experience
• 2+ years of SaaS industry experience
• 2+ years of experience working with Mid Market customers
• Start-up experience and self-starter, someone who craves accountability and ownership
• Experience building, running, and reporting on regular Q /E ’s
• Ability to identify and highlight customer ROI and business value
• Strong ability to think at scale while balancing customer experience outcomes
• Proven track record of achieving net retention goals and contributing significantly to the other team revenue and engagement metrics
• Success in effectively decreasing churn, increasing revenue, and wowing your customers
• Strong executive presence, can engage well with various client stakeholders
• Experience working with clients in the Accounting space is preferred but not required

🌴 Flexible Paid Time Off - that you’re actually encouraged to use plus 10 company holidays!

❤️🩹 Health Benefits - including Medical, Dental, and Vision and an HSA Match.

💰 401(k) - we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting.

🧠 Mental Health - all employees have access to Impact Suite & to our Employee Assistance Program (EAP).

👶 Paid New Parent Leave & Birthing Parent Leave - so you’re able to care for your little ones.

➕ Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage.

🌟 Nectar - our peer-to-peer recognition program to help our employees recognize the…