The Role

We’re looking for a passionate and experienced Customer Success Manager to join our team for an 18-month contract (with a possibly of becoming permanent). This role is a core member of DrugBank’s Customer Success team, and will be responsible for handling the day-to-day responsibilities of customer success, as well as being a key contributor to building out policies, processes and strategies.

Your ability to put the customer first, be service-oriented, and thrive in a fast-paced environment is what will help you be successful in this role. Understanding our customers' needs, being present and recognizing their concerns or issues, as well as helping them problem solve and better utilize our products, will be a main aspect of your role as CustomerSuccess Manager.

Reporting to the Sr Director, Customer Success, the Customer Success Manager will:

• Engage with their portfolio of assigned clients monthly to discuss their usage of our platform
• Guide and consult our customers so they can get the most value out of their implementation
• Offer expert suggestions that will help propel our customers’ solutions to the next level
• Onboard new customers and get them set up for success
• Respond to incoming customer inquiries and dispatch requests to the appropriate knowledge resources within our company
• Connect with our customers using a customer-centric approach
• Work side by side with the sales team to help answer customer and prospect questions.
• Serve as the voice of the customer, capturing customer insight and feedback that can be used to guide our product evolution
• Collect testimonials and ROI proofs that can be used by marketing for promotional purposes
• Be an expert of our product updates, changes, and issues and share those insights with our customers.
• Work closely with customers to understand their needs, and share needs-based solutions that our products can provide for them.
• Identify upsell opportunities to pass along to the sales team
• Respond to customer tickets in a timely manner and direct issues to the appropriate knowledge source in the company while acting as the central hub to create an incredible experience

About You

• You can legally work in Canada.
• You have a high school diploma.
• You have 2+ years of experience in B2B Technology Customer Success in a startup environment.
• You have an understanding of technology, especially software, APIs, and datasets.
• You are self-directed, detail-oriented, and accountable.
• You are coachable and have a strong desire to learn and improve.
• You are flexible and can adapt to a high-volume, fast-paced, ever-changing environment.
• You are a natural problem solver, and have a proven track record of finding solutions even when there is no clear path.
• You are passionate about providing an excellent customer experience.
• You have strong reading, writing, and communication skills.
• You are a wizard when it comes to strategically communicating technical solutions.
• You have experience in high-stress, high-volume, fast-paced customer service roles.
• You are resourceful and are able to leverage a vast knowledge pool to help resolve issues and concerns.
• You’re well versed in CRM software like Hubspot.
• You love to learn about the customers you will be helping.
• You have a desire to work in a fast-growing startup company that values transparency, collaboration, and hard-work.
• You want to be more than just an employee. You value entrepreneurship and being a part of a large community of startup companies.

Bonus

• You have an understanding of the pharmaceuticals industry.
• You are actively involved within an in person or virtual customer success or customer support communities.
• You are proficient at Mario Kart racing (or willing to learn).

Please note this is an 18-month contract with a possibility of becoming permanent. The salary range for this role is $65,000 - $70,000. The exact salary will be determined based on experience, qualifications, and our compensation philosophy.