• Help us grow our happy customers across Canada by owning the customer relationship; • Maintain a real time understanding of your customers and their adoption of our platform; • Help customers identify new, innovative opportunities to improve their business operations via custom business process automation configurations on Mako; • Become a Mako subject matter expert to help define new best practices to solve customer needs and champion these ideas with our internal teams; • Perform regular (weekly, monthly and quarterly) reviews with customers on goals, obstacles, insights and opportunities; • Collaborate with sales to identify opportunities to cross-sell and upsell customers on additional solutions; • Identify customer adoption challenges, CSAT risks and other indicators of churn risk; • Resolve complaints and prevent additional issues by improving processes; • Maintain accurate account records, keeping track of any invoices, contract updates and renewals.

• Partner with our customers to achieve their Talent / Workforce and Business goals, by driving adoption with Hiring Managers and ensuring they see value with the Lifted offerings • Provide expert consultation and training on Workforce talent sourcing/management, integrations (SSO, HRIS, etc), Lifted product configurations, Lifted Talent network, and best practices within the context of customer-appropriate workflows • Build and execute on Customer Success Plans outlining customer approach to maximizing value of the Lifted offerings (ensure Healthy customers) • Proactively build trusted relationships and maintain continuous engagement with Hiring Managers to drive increased adoption of Lifted offerings (expansion with existing users); including weekly, monthly and QBR meetings with appropriate stakeholders • Internally, own retention and churn mitigation of existing spend, including an internal Forecast, and partner with Sales on the expansion/growth motion • Actively participate in full Product feedback loop - provide thoughtful customer-driven product feedback to R&D teams, and represent Product roadmap and vision to the customer • Work closely with cross-functional partners like Sales, Professional Services, Talent Services, Support, Marketing, Product, Engineering, Implementation, Solution Architects, User Research • Exercise sound judgment, customer-centricity, and bias for action in resolving issues through effective and collaborative problem-solving, appropriate escalations, etc

• Engage in recruiting efforts to attract and enroll qualified undergraduate and graduate students • Advise and guide students regarding career and program interests, ensuring alignment with their academic and professional goals • Manage all aspects of onboarding for enrolled students, providing financial guidance related to funding their education from enrollment through graduation • Offer personalized advice and support, nurturing relationships, aligning degree outcomes with career goals • Collaborate with academic and admissions departments along with faculty to ensure program alignment and student success

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description - Uphold Cleo’s Customer Success strategy and processes, ensuring that 100% of interactions are accurately recorded and follow-ups are scheduled. - Oversee the customer lifecycle, from launch to renewal, to ensure a seamless and optimal customer journey. - Manage a customer base of 30+ customers, including regular 1-on-1s with key stakeholders and quarterly Executive Business Reviews. - Develop broad and deep customer relationships, promoting strong customer loyalty & highly referenceable customers. - Understand our customers’ organizational structure and develop relationships with key business stakeholders. - Understand our customers’ business and link customer goals to compelling solutions to be delivered. - Proactively assist in problem resolution, both internally and externally. - Maintain accurate records, including detailed documentation of customer service actions and discussions. - Escalate issues appropriately to Services, Support, Product, etc. - Develop compelling recommendations with strong close rates for add-on business. - Invest in developing both yourself and others, and contribute to organizational efforts as required. Qualifications - 5+ years working at an Enterprise Software and/or SaaS Company in Customer Success, Sales/Account Management, Professional Services, or a related field. - Demonstrable success in collaborating with and influencing cross-functional stakeholders and executives. - Proven ability to work in a fluid environment, with limited processes. - Excellent communication and presentation skills directed at both business-oriented and technical audiences. Benefits - Compensation: $75,000 - $100,000 + Bonus potential. - Great Healthcare + Dental + Vision. - Flexible PTO. - Culture of support, encouraging Life-Work balance. - 401k match. - FSA and HSA options. - Employee Assistance Program. - Paid Parental Leave. - Representing a company with 4,000+ clients and a 99% retention rate. - Accelerated title and salary growth potential. - A fun and energetic work environment that makes you excited to go to work every day.