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Powering the world's most efficient delivery businesses

Senior Customer Success Manager

$90k – $103k • 0.02% – 0.035%
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THE COMPANY

At Routific we’re helping hundreds of businesses around the globe save time and fuel with route optimization. Our mission? To make route optimization accessible to every last-mile delivery company. Like the companies we help, our team is committed to being as efficient and lean as possible. Named one of Fast Company’s “World Changing Ideas”, we are creating a more sustainable world by reducing waste and greenhouse gas emissions.

Our offices are in beautiful downtown Vancouver with sweeping views of the North Shore mountains and Burrard Inlet.

We believe employee happiness brings team productivity. Company perks include: extended health benefits plan, free gym membership, unlimited vacation policy, working remotely, education budget for conferences and workshops, top-of-the-line Apple hardware, latest phones with generous data plans, electric sit/standing desks, and the state-of-the art Herman Miller Aeron chairs. We also cover relocation expenses and sponsor work permits!

You can learn more about our culture here: keyvalues.com/routific


THE ROLE

We won't be successful if our customers aren't successful!

Routific is looking for a Senior Customer Success Manager who can fully own the support and coaching of our trialers and customers until they’re successful in the app. This role involves strategic leadership of the department, as well as daily customer communication through live chat, email, phone calls, and screen sharing.

You’ll advocate on behalf of our customers and be responsible for making Routific stakeholders aware of their challenges, needs, and concerns – whether that’s providing input on an improved on-boarding flow, a new feature for the product team, or offering feedback on the latest marketing campaign.


WHY THIS JOB?

We’re building a world-class, product-first organization and assembling the right team. This opportunity is a perfect fit for someone who loves teaching and helping people solve their problems. You also love creative problem solving and finding clever ways to automate your job.


THE SKILL SET

You should live and breathe CSM best practices, processes, and metrics, and ideally have worked in a CSM role for 2+ years at another growing tech company.

- Go out of your way to help and advocate for those around you
- Approach every situation with empathy first
- Identify as a lifelong student and educator at heart
- Fanatically measure and monitor your own performance to drive success
- Have a passion for technology and how it can solve real world problems
- Are always growing personally and professionally
- Are adept at verbal and written communication
- Seek to deeply understand any problem at hand and generate creative solutions


ACCOUNTABILITIES

- Establish and iterate upon customer support and success best practices
- Ownership of developing and reporting on key customer success metrics
- Architect, execute, and iterate on campaigns to onboard and retain users
- Liaise between product and customer teams to ensure customer needs are clearly communicated
- Analyze SaaS metrics to help inform go-to-market strategies
- Propose, craft, and run experiments with the go-to-market team


APPLY TO JOIN

In your application, please describe what you deem a top metric for customer success and your basic philosophy to improve this value.

Meet your team

People you would work with in this role

Dale Williams

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Via
Director, Go-To-Market & Employee #1 @Routific

Misa Damjanic

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