Client Success Specialist

Job Details

Role: Client Success Specialist
Department: Client Success & Operations
Job Location: Vancouver, BC (Hybrid model, twice a week in our Yaletown office)
Role Type: Full-time, Permanent
Hours: Monday - Friday, 9AM-5PM (flexible working hours)
Pay: $55,000 - $65,000 base salary (plus bonus plan incentive, up to $5000 yearly)

As a company that values inclusion, and diversity, Social Nature seeks individuals of all backgrounds and experiences to apply to this position. We encourage anybody who is interested in this position to please apply!

Who We Are

At Social Nature, we know that what we consume has an impact - on our health and the planet.

We’re driving impact by changing what’s in people's grocery baskets and have built a best-in-class digital product sampling platform that helps people try something that’s better for them and the planet, on their next shopping trip.

Already our community has grown to over 1 Million users and we have worked with over 500 natural food and health brands across North America. We’re not stopping until every consumer brand in the world is launching their healthy and sustainable products on Social Nature so that more people can #trynatural.

We’re currently a team of 30 changemakers with an entrepreneurial culture that values making it happen, championing the customer, winning together, keeping it real, focusing on impact and owning our craft.

We are proud to be a Certified B Corp which is a type of company that is committed to using business as a force for good! We were also recently recognized as one of the Best Places to Work in British Columbia and as one of Canada's Top Growing Companies.

The Purpose of the Role

Social Nature is seeking a Client Success Specialist to join our team during an exciting time for our company. We're experiencing high growth and we’re looking for someone who truly thrives in a fast-paced environment.

You will manage the day-to-day relationship between Social Nature and our clients - project managing sampling campaigns, handling ongoing relationships with clients and reporting on campaign results and consumer insights. 

You have a passion for working on multiple projects at the same time and you like to add value at every juncture to delight your clients.

The Client Success team is the bridge between our clients and our service, and is therefore a highly collaborative role that engages not only with clients but also works closely with our sales, community, and product teams to achieve our client retention, expansion, and referral goals.

What You’ll Be Doing

• You’ll be managing a portfolio of clients which includes a combination of annual contract and project clients.
• You’ll own the planning and execution of each of your client’s sampling campaigns starting with onboarding, then managing the service delivery and presenting the campaign results.
• Become an expert on campaign best practices (what works / what doesn’t) and our community preferences so you can set up your client campaigns for success.
• Simplify and present complex data and insights collected from campaigns to clients, to help grow at retail
• Collaborate with sales on growing your accounts through expansions and renewals; proactively identifying opportunities for account growth and/or retention risks.
• Set up recurring account reviews with the sales team and proactively monitor account health scores.
• Be an advocate for your clients; share product suggestions, monitor trends, and work in collaboration with our internal teams, including sales, operations, product and marketing to optimize current processes.

What you will need to succeed in this role

• 2+ years experience in customer success/account management
• Ability to pull key insights and data from campaigns, and present them to clients
• Experience in building and growing ongoing client relationships
• Bonus points if you have worked in a digital marketing role or in the food industry
• Attention to detail 
• Clear and concise communication; including the ability to present to executives and key decision makers and excellent written communication
• Have a customer-first mindset and are a natural problem solver
• You like to add value at every juncture to delight your clients
• Excellent time-management skills with the discipline to handle multiple tasks and adapt quickly to change - every day brings new challenges and you love solving them!
• Show diplomacy, tact, and poise under pressure
• Able to work in a variety of different applications, including Slack and Google Workspace (Google Sheets specifically).

What We Offer

• Comprehensive Health & Wellness benefits — From Day 1, you’ll get health, dental and vision benefits, an annual $1200 wellness spending account (gym pass, running shoes, bike, etc.) and a $500 home office improvement stipend (standing desk, ergonomic chair etc) to support our flexible hybrid work environment.
• Time to take care of yourself — 30 PTO days per year including 15 days annual vacation, 3 annual personal days and 12 designated company holidays throughout the year. In addition, all of our team members enjoy a flex week (where the focus is 80% on R&R) between Dec 24 - Jan 1 to recharge for the New Year.
• Stock Option Benefit — The opportunity to become part-owners of our early-stage company and benefit from our hyper-growth. Let’s build a great company together!
• Team events — We believe that a team that takes time to play together stays together. We regularly host virtual and in-person team events throughout the year for connection and collaboration.
• Make a difference with your work — Align your work with your values and contribute to building a more sustainable future! Join us in our mission to help more people make the switch to healthy and sustainable products.
• Get to know us by following us on Linkedin, Facebook, Instagram and check out our company Medium account.

Social Nature is an equal opportunity employer and stands for fair representation - we believe that unchecked biases disproportionately impact the most marginalized people in society—including but not limited to BIPOC, indigenous people, LGBTQ2S+ people, immigrants, and people with disabilities. We strongly encourage the inclusion of people with these identities or other marginalized communities because we believe that without you, we are all less.