Senior Customer Success Manager

Canvs is the industry standard in measuring emotion. Using semantic AI and machine learning systems, we help organizations understand how their audiences feel so that they can make more informed decisions that impact their business. Our technology improves research efficiency and helps to increase revenue for clients across industries like automotive, CPG, gaming, and media & entertainment, along with advertising and research agencies. We're the analytic experts on consumer emotions and insights, and we want you to join us.

We’re currently hiring a Senior Customer Success Manager to join our Customer Success team. Reporting to the EVP, Customer Success, you’ll help our customers achieve the full value of Canvs.

You will be responsible for establishing a deep understanding of our customers’ business and technical needs. 

What you’ll do:

• Own responsibility for a designated book of strategic customer accounts to drive product adoption and commercial ownership of both expansion and renewals.
• Promote product value and champion customer ROI for their desired use cases in order to help Canvs AI achieve its customer retention goals.
• Act as a hands-on product expert and consultant to our most strategic customers to help them achieve their desired business results.
• Provide Canvs AI product expertise & best practices across the following areas: qualitative analytics, market research, consumer insights and generative AI experimentation. 
• Manage proactive account review key assigned accounts as well as reactive assignments.
• Nurture customers to become passionate champions for Canvs AI because of their satisfaction with our product, processes and people.
• Collaborate with management to improve customer adoption, expansion and retention playbooks.
• Collaborate with management to implement and administer customer success technology solutions to drive scale for the business.
• Collaborate with key stakeholders at Canvs across multiple departments such as Sales, Product, Marketing and the Executive team
• Strive to continuously improve skills and demonstrate a willingness to learn and establish best practices.
• Assist in creating product educational materials for customers as needed. 
• Receive and react to customer feedback regarding our products & services offerings to provide solutions and improve the overall customer experience.

Who you are:

• 5+ years of experience in the Media Insights, Market Research and/or Consumer Insights industries (strongly preferred) 
• 4+ years in a customer-facing, customer success or account management role in a B2B SaaS company (preferred) 
• Experience in guiding customers of B2B SaaS solutions through adoption, expansion and renewal (highly valued)
• Exceptional ability to foster positive business relationships & communicate business value with executives and end users 
• Exceptional communication skills to drive results and motivate colleagues and customers alike
• Desire to be a critical impact player and connect your work to company results
• Takes complete ownership of work; pride in every detail; strategic and a critical thinker
• High emotional intelligence with ability to demonstrate empathy and compassion for our customers’ problems
• A technical inclination and ability to gain an in-depth understanding of the Canvs AI product suite
• A thirst for knowledge and growth in a dynamic, emerging company environment
• The adaptability to react quickly and meet customer and market needs
• Strong organizational and time management abilities

Benefits we offer:

• Salary Range: $90,000 - $120,000 base + variable bonus
• Tremendous opportunity for career growth
• Strong culture and commitment to values.
• Flexibility via a fully distributed company (Work From Anywhere!).
• Generous health benefits.
• Unlimited paid vacation.
• Summer Fridays.
• Monthly (at a minimum) virtual team-building events.

The Canvs Commitment

Canvs is committed to making the world a more empathetic place, and fills its ranks with people who want to do great work, care about making a difference, and regularly exemplify the company's shared values of:

• Openness, honesty, and transparency;
• Intellectual curiosity;
• High integrity and honor; and
• Empathy and compassion.

Canvs is also committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. Applicants from populations underrepresented in tech are strongly encouraged to apply. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, familial status, sexual orientation, national origin, ability, age, or veteran status.