Customer Success Manager

Location: Remote (Canada)

Department: Customer Success

About the role

Q4 is the leader in innovating the Investor Relations Technology space. We’re transforming the industry with our SaaS solutions and we’re looking for world-class, Customer Success Managers to help us retain and grow our customer base. In this role, you will be responsible for driving customer retention, enabling clients to maximize the value of our solution and deliver exceptional support. In partnership with an Account Manager, you will also support renewal and expansion of your book of business. Together, you will enhance client experience and foster long-term, successful, strategic relationships.

What youll do

• Customer Retention – Develop and execute strategies to maintain and grow customer relationships. Monitor customer health metrics and proactively address any potential issues to reduce churn and increase loyalty
• Onboarding & Enablement - Work closely with clients to understand their unique needs and provide tailored training and enablement. Ensure customers are fully equipped to utilize Q4’s software to its fullest potential
• Training - Design and deliver comprehensive training programs to onboard new customers and upskill existing ones. Contribute to the creation of training materials and resources to facilitate effective learning
• Satisfaction - Act as the primary point of contact for customer account inquiries and concerns. Resolve issues promptly and effectively, ensuring a high level of satisfaction and a positive experience with Q4
• Feedback - Gather and analyze customer feedback to identify trends and areas for improvement. Collaborate with internal teams to drive product enhancements and ensure our offerings meet customer needs
• Reporting - Track and report on key customer success metrics, including retention rates, satisfaction scores, and product utilization. Provide insights and recommendations to drive continuous improvement
• Voice of the Customer – Bring back information from your customer conversations to the organization in actionable ways. Whether it is competitive information, pricing insights, product needs, or investor relations trends, you will help Q4 stay close to the emerging industry changes so we can meet customers where they are

Qualifications

• Bachelor’s degree or equivalent
• Minimum of 3+ years with a proven track record for success with customer management in a SaaS based environment
• Experience in Capital Markets, Investor Relations, or Fintech space
• Experience successfully managing and growing customers in an assigned territory or book of business
• Strong listening and deduction skills with the ability to pick up on possible obstacles or opportunities in customer conversations
• Ability to manage a busy calendar. We want to talk to our customers every quarter!
• Experience using Salesforce and data visualization tools

Additional Skills

• Extremely high integrity. Truth 100% of the time
• Strong presentation skills
• The ability to work across an organization in partnership
• A strong belief in accountability and one who takes great pride in the quality of the products and the efficiency of the team
• Strong motivation, self-confidence, and sense of ownership
• Inquisitive nature and advanced problem-solving skills
• Experience with a fast-paced startup environment
• Self-starter with a “can-do” mentality
• Service-centric attitude to other departments

Vacancy Status: This job posting is for an existing vacancy currently open at Q4.

Artificial Intelligence (AI) Disclosure: In our commitment to an efficient and objective hiring process, Q4 utilizes machine-based systems (AI) to assist in the initial sourcing of applicants. All final hiring and selection decisions are made by our human resources team.

Total Compensation up to 75k USD

About the Company

At Q4, we make an impact together, obsess over our customers, operate with integrity, and bring big ideas to life. 

Q4 is charting a bold new path for investor relations as the first AI-driven IR Ops Platform, providing everything an IR team needs to succeed on a single, powerful platform. The Q4 Platform enables public companies to attract, manage, and understand investors - all in one place. Over 2,600 customers, including many of the most respected brands in the world, trust Q4 to help drive premium valuations for their companies. Only Q4 offers a tech stack holistically designed to equip IR teams with data, insights, and smart workflows that power remarkable outcomes. Learn more at q4inc.com.

We hire smart, curious, and talented people to push boundaries, reimagine what’s possible, and turn challenges into opportunities. All while keeping the needs of our clients at the heart of everything we do.

Come grow with us!