Customer Success Manager

About Q4

At Q4, we make an impact together, obsess over our customer, operate with integrity, and bring big ideas to life. 

Q4 is charting a bold new path for investor relations as the first AI-driven IR Ops Platform, providing everything an IR team needs to succeed on a single, powerful platform. The Q4 Platform enables public companies to attract, manage, and understand investors - all in one place. Over 2,600 customers, including many of the most respected brands in the world, trust Q4 to help drive premium valuations for their companies. Only Q4 offers a tech stack holistically designed to equip IR teams with data, insights, and smart workflows that power remarkable outcomes. Learn more at q4inc.com.

We hire smart, curious, and talented people to push boundaries, reimagine what’s possible, and turn challenges into opportunities. All while keeping the needs of our clients at the heart of everything we do.

Come grow with us!

Enterprise Customer Success Manager

Q4 is the leader in innovating the Investor Relations Technology space. We’re transforming the industry with our SaaS solutions and we’re looking for world class Customer Success Managers to help us retain and grow our customer base. In this role, you will be responsible for driving customer retention, enabling clients to maximize the value of our software and deliver exceptional training and support. In partnership with an Account Manager, you will also support renewal and expansion of your book of business. Together, you will enhance customer satisfaction and foster long-term, successful relationships.

Key Responsibilities

• Customer Retention – Develop and execute strategies to maintain and grow customer relationships. Monitor customer health metrics and proactively address any potential issues to reduce churn and increase loyalty
• Enablement - Work closely with clients to understand their unique needs and provide tailored training and enablement. Ensure customers are fully equipped to utilize Q4’s software to its fullest potential
• Training - Design and deliver comprehensive training programs to onboard new customers and upskill existing ones. Contribute to the creation of training materials and resources to facilitate effective learning
• Satisfaction - Act as the primary point of contact for customer account inquiries and concerns. Resolve issues promptly and effectively, ensuring a high level of satisfaction and a positive experience with Q4
• Feedback - Gather and analyze customer feedback to identify trends and areas for improvement. Collaborate with internal teams to drive product enhancements and ensure our offerings meet customer needs
• Reporting - Track and report on key customer success metrics, including retention rates, satisfaction scores, and product utilization. Provide insights and recommendations to drive continuous improvement
• Voice of the Customer – Bring back information from your customer conversations in actionable ways to the organization. Whether it is competitive information, pricing insights, product needs or investor relations trends you will help Q4 stay close to the emerging industry changes so we can meet customers where they are

Qualifications

• Bachelor’s degree or equivalent
• Minimum of 3+ years with a proven track record for success with customer management in a SaaS based environment
• Experience successfully managing and growing customers in an assigned territory or book of business
• Strong listening and deduction skills with the ability to pick-up on possible obstacles or opportunities in customer conversations
• Ability to manage a busy calendar. We want to talk to our customers every quarter!
• Experience using Salesforce and data visualization tools
• Canadian Securities Certification (CSC) or equivalent an asset

Additional Skills

• Alignment with Q4’s values - customer obsession, integrity, bringing big ideas to life and making impacts together 
• Proven ability to foster collaboration across departments.
• Strong sense of accountability and ownership over team success and product quality.
• Highly motivated, self-confident, and driven to achieve exceptional results.
• Resourceful and creative in prospect identification and opportunity generation.
• Experience navigating the fast-paced environment of a successful startup.
• Self-starter with a positive "can-do" attitude.
• Service-oriented approach for fostering positive relationships with internal and external stakeholders.

Why Q4?

We are motivated by solving complex problems in unorthodox ways. Emphasis on your well-being means you experience your true potential. We offer a variety of benefits to ensure you can always work hard and have fun:

- Health, wellness & lifestyle benefits to balance your heart, mind, and body;

- Pension matching incentives to support your financial health;

- Flexible paid time off so you can truly recharge and enjoy life;

- Choose your home, one of our trendy offices, or mix it up with our flexible working environment;

- Virtual team building and socials, keeping people connected is important to us; and 

- A fantastic culture to top it all off!

Join #Q4orce

Q4’s diverse and inclusive workplace fosters a friendly, open-minded environment. Diversity makes us stronger from the increased pace of innovation to strengthening our culture. With great reasons to work here, take advantage by submitting your application to join our growing team.

Q4 values diversity and people of all backgrounds and abilities. Should you require any accommodations prior to or during the interview process, please contact [email protected].

#q4orce #LI-Hybrid