Customer Success Representative - Campaigner

Client Services Ottawa, Ontario


Position at J2 Cloud Services

Customer Success Representative 

- Campaigner

The Customer Success Representative reports directly to the Campaigner® Client Services Manager, and is a key member of a dynamic, performance-driven, proactive team. The Customer Success Representative is responsible for providing onboarding, ongoing education, and email marketing consultation to assigned managed accounts in order to drive product usage, customer retention, renewals, client satisfaction and growth.  The Customer Success Representative is responsible for protecting revenue and identifying risk factors early in order to provide solutions to overcome the customer’s challenges.   As cancellation requests are presented, the CSR will reduce churn by engaging with the customer to identify friction points and presenting solutions to retain the customer's business.

Job Duties:

  • Focus on understanding your assigned customers’ business goals and objectives, providing expertise on how Campaigner® can be utilized to meet them.
  • Drive usage and adoption of Campaigner® products, services and solutions, driving customer satisfaction and ensuring that customers are making full use of available features and services, identifying growth and education opportunities.
  • Establish strong relationships with internal teams including Sales, Marketing Services, Account Management, and work with these teams to ensure customer satisfaction through education, strategic problem solving, upsells and ability to think outside the box.
  • Assist clients in interpreting the results of their campaigns and make appropriate suggestions to improve performance
  • Proactively monitor and report on customer usage to ensure customers are engaging with the Campaigner® platform and to drive optimal monthly revenue retention.
  • Utilize Churnzero to proactively engage clients, deliver value, and reduce churn.
  • Accountable for identifying client issues, proposing solutions and escalating to the appropriate person to the point of resolution.
  • Ensure monthly customer engagement including updating email marketing goals and discussing new features, and optimal feature usage.
  • Overall positive and supportive attitude and energy, both internally and with clients
  • On a daily basis, demonstrate the Martech Values of:
    • Innovation
    • Collaboration
    • Ownership
    • Delivering Results
    • Empathy

Job Requirements and Experience:

  • 1-2 years of experience in the field of Customer Success, AM, or Sales in software or other solutions-based offerings (preferably SaaS)
  • Subscription renewal/revenue/retention experience preferred.
  • Excellent communication skills; building quick rapport over phone, via email and strong presentation skills.  Ability to communicate with colleagues and customers are varying levels of seniority.
  • Be able to critically evaluate business objectives and provide recommendations for improvement.
  • Demonstrate evidence of analytical skills and ability to gather requirements
  • Hold a confident, professional, positive and thorough approach to all aspects of your work
  • Preferably hold knowledge of digital communications and email marketing industry and always eager to learn more.
  • Familiarity with HTML and CSS is a plus.