Senior Customer Success Manager - Mid-Market

🌍 Global SaaS Scale-up | $28M Series B Investment
💡 Personalized 1:1 Coaching
📍Toronto | Hybrid, 4 days in-office (26 Wellington Street East, Toronto, ON M5E 1S2)

Powered by a January 2024 $28 million Series B investment from top investors like KPN Ventures, Lead Ventures, Point 9, and HenQ, CloudTalk's AI-powered business communication platform helps 4,000+ sales and support teams make customer experience the greatest competitive advantage for driving more revenue. 

CloudTalk works seamlessly for businesses of all sizes, from scale-ups like Deel to big players like Nokia, Glovo and Revolut. Modern businesses all around the world can lead meaningful conversations while managing calls and messages from one place. 

CloudTalk is on a mission to create a unified ecosystem for sales and customer service teams' communication where every professional can engage in more productive and meaningful conversations.

As a Senior Customer Success Manager, you’ll take ownership of adoption, and ensuring long-term customer success for our clients - leading to seamless renewals and expansion.

This position requires a unique blend of skills: the consultative, empathetic touch of a relationship builder, paired with the relentless, results-oriented drive of a quota-carrying sales professional. You should be highly commercial, strategic, and comfortable managing a dedicated book of business.

🚀Be part of one of Europe’s fastest-growing SaaS companies
🤖 Work with cutting-edge AI products in a high-growth market
🌍 Join a global team – work with talented CloudTalkers across Europe, the US, and Asia, both in-person and remotely. Check out our Life at CloudTalk on Instagram
🎯 Have a front-row seat in our journey to $100M ARR

• Own the Success, Renewals & Expansion – ensuring customers extract maximum value from CloudTalk.
• Be a trusted product expert – guide clients through best practices, collaborate with Technical Consultants, and help customers leverage advanced features.
• Enhance customer health – monitor usage, prevent roadblocks, and improve retention through Velaris and other analytics tools.
• Close collaboration with Sales & Product – ensure seamless handoffs, share customer insights, and contribute to product innovation.

• Customer-first mindset – you thrive on making customers successful.
• Data-driven & analytical – you’re comfortable working with Excel/Sheets, BI dashboards, and customer insights.
• Technical aptitude – you enjoy learning software products inside out and can guide customers in leveraging their full potential.
• Industry knowledge – experience in B2B SaaS, business calling software, or cloud communication tools.
• Proven experience – you’ve worked in Customer Success/Support or Onboarding, in a SaaS company.
• Familiarity with customer tools – experience using Zendesk, Custify, Planhat, Velaris, or HubSpot is a plus.
• Language skills – business fluency in English

Growth:
💡 1-1 Coaching sessions with our resident communications advisor
📚 Leaders Academy & Learning and Development Budget

Flexibility:

🏖 Unlimited Paid Time Off
🏡 Home Office Budget
🎗️ Volunteering Days
💻 MacBook for work 

Well-being:
🏖Recharge Fridays once per quarter
🏋🏼‍♀️Fitness Allowance
🏥 Private HealthCare

Connectedness:
💲 Referral bonuses
👥 Virtual & physical team buildings
👕 Company merchandise

1️⃣ Intro Call – Meet our Talent Acquisition Team
2️⃣ Interview with the CX leaders
3️⃣ Case Study Presentation – Show us your skills
4️⃣ Culture Bar Raiser Call
🎯 Offer!

Apply now and be part of our journey to $100M ARR!

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