Manager, Customer Success

Company Description

Assent is the leading solution for supply chain sustainability tailored for the world’s top-tier, sustainability-driven manufacturers. Hidden risks riddle supply chains, many of which weren't built with sustainability in mind. That's where we step in. With insights from experts, Assent is the tool manufacturers trust for comprehensive sustainability.

We are proud to announce that Assent has crossed the US$100M ARR milestone, granting us Centaur Status. This accomplishment, reached just 8 years following our Series A, makes us the first and only Certified B Corporation in North America's SaaS sustainability industry to celebrate this milestone.

Our journey from $5 million to US$100M ARR in just eight years has been marked by significant growth and achievements. With our $350 million US funding led by Vista Equity Partners, we're poised for even greater expansion and are on the lookout for outstanding team members to join our mission.

Hybrid Work Model

At Assent, we proudly embrace a remote-first work model, valuing the flexibility and autonomy it provides our team. We also acknowledge the intangible benefits of occasional in-person workdays. For team members situated within 50 kms/31 miles of our five global offices in Ottawa, Eldoret, Penang, Columbus, and Amsterdam, you can expect to come into the office one day a week. Similarly, those near our co-working spaces in Nairobi and Toronto are encouraged to work onsite once a month.

Join our Talent Community to stay in touch and learn more!

Job Description

Position Summary

The Manager of Customer Success oversees a multifaceted team of Customer Success Managers (CSMs), responsible for ensuring strong customer delivery outcomes resulting from successfully managed projects and initiatives within Assent’s Customer Experience department. This role requires a strategic leader who can seamlessly merge the responsibilities of promoting an excellent customer engagement experience while managing day-to-day operations. They will help foster a culture of excellence, collaboration, and service orientation within the Customer Success team.

Key Requirements & Responsibilities

• Manage the day-to-day operations of the Customer Success team, including recruiting, coaching, mentoring, and engaging CSMs to raise the bar for customer success and satisfaction.

• Anticipate, plan, and manage the transition of customer accounts between CSMs to optimize satisfaction and workloads.

• Review and develop CSMs through performance management and training initiatives, providing leadership knowledge and guidance to colleagues in the Customer Success department.

• Promote and maintain a congenial, productive, collaborative, and service-oriented work culture within the Customer Success team.

• Guide the team to successfully collaborate with Assent’s remote international workforce to facilitate productivity and effectiveness.

• Partner with members of the assigned account team to support customer escalations and ensure timely resolution.

• Establish clear goals and targets for the Customer Success team aligned with the company's overall objectives. These goals often include customer retention, satisfaction, upselling, and cross-selling.

• Provide timely and valuable feedback and recommendations to the Senior Managers, Senior Director and/or the VP of Customer Success on the requirements and needs of the function to meet objectives.

• Track and report on important business KPIs to monitor team performance and identify areas for improvement.

• Advocate and cooperate with all internal groups to ensure alignment on special projects and execution, driving continuous improvement and efficiency within the Customer Success groups.

• Stay current with regulatory updates to best support the team and customers, ensuring compliance with relevant standards.

• Collaborate with Supplier Success, Sales, and Data management on process improvements and shared team goals to enhance customer value and delivery.

Qualifications

Your Knowledge, Skills and Abilities

We strongly value your talent, energy and passion. It will also be valuable to Assent if you have the following qualifications

• 5-8 years of experience in a customer success management, consulting, or project management role;

• A minimum of two years experience mentoring and/or leading teams, with a passion for developing others; 

• Strategic and business-minded - you are a critical and creative thinker and suggest, implement, and support efficient and effective operations driving Assent towards continuous improvement;

• You are a strong team player, are always willing to lend a helping hand, and are motivated to contribute your expertise to a diverse pool of resources to support business goals;

• Excellent time management and organizational skills - ability to effectively prioritize and execute on several asks for many different client accounts and internal stakeholders;

Additional Information

At Assent, we are uniquely positioned to make meaningful, impactful changes in the world around us. If you believe in doing work that matters, we want you to join our team.

Life at Assent

Wellness: We believe that you and your family’s well being is important. As a result, we offer vacation time that increases with tenure, comprehensive benefits packages (details vary by country), life leave days and more.

Financial Benefits: It’s not all about the money – well, it’s a little about the money. We understand that financial health is important and we offer a competitive base salary, a corporate bonus program, retirement savings options and more.

Life at Assent: There is purpose beyond your work. We provide our team members with flexible work options, volunteer days and opportunities to get involved in corporate giving initiatives.

Lifelong Learning: At Assent, curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start.

At Assent, we are committed to growing and sustaining an environment where our team members feel included, valued, and heard. Our diversity and equal opportunity practices are guided and championed by our Diversity and Inclusion Working Group and our Employee Resource Groups (ERGs).

Our commitment to diversity, equity and inclusion includes recruiting and retaining team members from diverse backgrounds and experiences, and fostering a culture of belonging where all team members are included, treated with dignity and respect, promoted on their merits, and placed in positions to contribute to business success.

If you require assistance or accommodation throughout any part of the interview and selection process, please contact [email protected] and we will be happy to help.