Role Description At Auvik the #1 rule of the Auvik Way is to Wow our Customers! The Customer Success team is the forefront of how we do this. You’ll be part of an all-star team that is focused on working with their customers to help them realize the full value of their Auvik services. With the support of tools and automation, you’ll manage a large volume of accounts of varying sizes. Leveraging your analytical and communication skills, you’ll deliver a best-in-class customer success experience through both digital touchpoints and direct customer interactions. Your focus will be on ensuring Auvik consistently delivers value that aligns with our customers' business outcomes. You’ll be responsible for driving product adoption and retention in our long tail customer base. As a Digital Customer Success Manager, you will be responsible for managing 1,500+ accounts using a variety of engagement strategies. Every day you will focus on: - Monitoring customer usage data, health indicators, and growth opportunities using CRM tools (such as Totango, SFDC), BI tools, and other systems, translating these insights into actionable execution strategies. - Actioning engagement strategies based on product adoption and usage. - Responding to customer escalations by connecting and assisting customers when they reach out to Auvik. - Educating customers on the value that Auvik can provide to their company. - Collaborating with the team to achieve retention targets by increasing usage and promoting the adoption of products. - Capturing and understanding customer feedback, ensuring it reaches the appropriate teams within the organization. - Assessing and documenting suggestions for new or improved product functionality based on customer feedback, and communicating these to the right team for potential implementation. Qualifications - 2+ years experience in working with B2B software in client-facing roles (Account management, customer success or business development), building and demonstrating business value. - Experience handling large volume of customers or experience with digital customer success strategies. - Strong conceptual aptitude and ability to learn quickly. - Self-starter with excellent organizational skills and motivated to achieve results. - Understands the importance of data hygiene. - A people person, with a friendly and positive manner. - Good analytical and problem-solving skills. - Grace under pressure. - Commitment to continuous improvement, self-development, and lifelong learning. - Thrives in a remote environment. Requirements - Experience with Managed Service Provider business structure / past experience working with B2B enterprises. - Knowledge of IT infrastructure operations or IT service provider business concepts. - Knowledge of Salesforce. - Knowledge of Zendesk. - Knowledge of Slack. - Knowledge of BI Tools. Benefits - Comprehensive health and dental benefits plan. - Wellness spending account. - GRSP matching program. - Flexible paid time off. - Paid parental leave program. - Remote working subsidies. Company Description Auvik makes network management easier. Our software provides the visibility and automation IT professionals need to focus on the work that delivers the greatest value to their organization. Today, Auvik helps IT teams manage more than four million devices on over 50,000 networks worldwide. Auvik is one of the fastest growing North American technology companies, and is winner of the Deloitte Technology Fast 50, Deloitte Fast 500, and was recognized as the #1 ranked Canadian company in the FT Americas’ Fastest Growing Companies list. We’re focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply. We are happy to make any accommodations you may need throughout the interview process as well.