Senior Customer Success Manager

Owl’s Customer Success Team is looking for a dedicated and experienced Senior Customer Success Manager to ensure Owl customers are maximizing their usage and ROI with our platform. The ideal candidate will have extensive Corporate or Enterprise Customer Success experience working with a B2B SaaS product, driving exceptional results for their book of business and is a trusted advisor for their stakeholders.

You will:

  • Lead the post-sale experience with your book of customers. Driving usage of the Owl platform, adoption and retention, partnering closely with the Account Executive
  • Support expansion of your accounts–identify opportunities, drive business outcomes, ensure customers are successful
  • Build and foster relationships throughout all levels of your customer’s organization. From C level to investigator, you should be able to educate, relate and connect with any team member
  • Evangelize Owl best practices, customer success stories and customer success systems and processes
  • Articulate and drive customer use cases, customer value and additional ROI while maintaining trusted customer advisor status
  • Serve as a trusted insurance fraud advisor to the customer and educate them on the use and benefits of our products and our industry
  • Align with the Owl Account Executive team to perform quarterly business reviews to drive key business priorities, search performance, optimization opportunities, Owl product roadmap feedback, share usage patterns or insights, surface issues, provide guidance on how to optimize the value from Owl, and identify additional teams who could benefit
  • Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Sales and Marketing on the innovation and improvement needed to optimize the Owl user experience
  • Drive overall account health including search ROI, cost optimization, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction

Requirements


  • 5+ years of B2B SaaS experience in a client-facing role ideally customer success, managing relationships with large, global, and complex organizations, preferably working with a technical product
  • Customer facing experience with fintech, insurtech or other financial services SaaS products
  • Strong business sense and understanding of underlying drivers and strategy of our user’s businesses
  • Track record of leading technical conversations and persuading others to take action based on requirements and ROI provided by solutions
  • Strong analytical skills and operating rigor
  • Exceptional executive presence and presentation skills, for both remote and in-person meetings with multiple stakeholders
  • History of success as a CSM, consultant, pre-sales, implementation, technical account management, or equivalent
  • Proven track record of achieving targets and goals, preferably with a quota structure
  • Track record of managing large, complex projects and/or programs
  • Has handled difficult customers and/or escalations and can demonstrate resolutions
  • Ability to build a method/solution from nothing, validate and optimize results over time
  • Ability to leverage your network and data to get answers and results from an organization
  • The motivation and flexibility to work well in a high-growth environment where things change quickly
  • Ability to work in both PST and/or EST time zone as needed based on client availability
  • This is currently a fully remote position due to Covid-19 but candidates from Vancouver, and Toronto are encouraged to apply as our offices will likely be reopening this summer

Benefits

  • Generous Stock options & competitive salary
  • A+ benefits package (medical, dental, vision, disability)
  • Flexible Schedule / work environment
  • Opportunity for career growth & upward mobility within the company
  • Chance to disrupt the status-quo in ancient industries