Based in Fredericton, New Brunswick, Profitual is a Fin-tech SaaS company revolutionizing financial intelligence for early-stage companies and SMEs. Our platform empowers business owners without financial backgrounds to easily create financial forecasts, track key industry metrics, and gain actionable insights. By integrating with leading accounting platforms like QuickBooks and Xero, and leveraging AI-powered reporting, we provide our clients with the tools they need to make informed decisions and drive growth. We are seeking a Customer Success Manager to play a strategic role in supporting the company and its clients.

Role Overview

We're seeking a passionate and proactive Customer Success Manager to join our growing team. You will be instrumental in ensuring our clients maximize the value of Profitual's platform, driving customer satisfaction, retention, and growth. You will be the primary point of contact for our customers, building strong relationships and acting as a trusted advisor.

Our ideal candidate is obsessed with:

Onboarding and Training

• Guiding new clients through the Profitual onboarding process, ensuring they understand and effectively utilize Profitual's platform.
• Creating and hosting training sessions and webinars to educate clients on features and best practices.
• Developing and maintaining comprehensive training materials and resources in Profitual's Knowledge Base.

Additional Responsibilities

Relationship Management

• Build and maintain strong, long-term relationships with key customers.
• Act as a trusted advisor, understanding their business goals and providing tailored solutions.
• Proactively identify and address customer needs and concerns.

Customer Support and Advisory

• Respond promptly and professionally to customer inquiries and support requests.
• Troubleshoot technical issues and escalate complex problems to the appropriate teams.
• Advocate for customer needs within the company, providing feedback to product and development teams.

Customer Retention & Growth

• Develop and implement strategies to increase customer satisfaction and retention.
• Identify opportunities for upselling and cross-selling, promoting additional features and services.
• Monitor customer usage and engagement, proactively identifying and addressing potential churn risks.

Performance Monitoring and Reporting

• Track and analyze key customer success metrics, such as onboarding completion rates, customer satisfaction scores, and retention rates.
• Provide regular reports and insights to management on customer health and success.
• Gather customer feedback, and report that feedback to the relevant teams.

Platform Expertise

• Maintain a deep understanding of the Profitual platform, including all features and integrations.
• Stay up-to-date on industry trends and best practices in financial planning and analysis.

Qualifications

• Proven experience in a Customer Success Manager or similar role, preferably in a SaaS environment.
• Excellent communication, interpersonal, and presentation skills.
• Ability to build and maintain strong customer relationships.
• Proactive, problem-solving mindset with a focus on customer satisfaction.
• Ability to work independently and as part of a team in a fast-paced environment.

It's a plus if you have

• Understanding of financial concepts and business metrics
• Experience working with small to medium-sized businesses
• Experience working with Hubspot Service Hub

What we offer

• Opportunity to join a growing and innovative Fin-tech company.
• A collaborative and supportive work environment.
• Competitive salary and benefits package.
• Opportunity for professional growth and development.  
• Access to the technical set-up you need to get started (laptop computer, desktop monitors, etc.)

Location

We're seeking a candidate eager to work from our office in Fredericton, NB, but will accept applicants remote within Canada. Preference will be given to those willing to work within the Atlantic time zone.

Next steps

Please send your cover letter and resume to support@profitual.ai outlining your relevant experience and why you would be a great fit for Profitual. We look forward to hearing from you!