At a Glance
- Tasks: Manage high-value customer accounts and deliver exceptional support to ensure their success.
- Company: Join Trolley, a leading payouts platform transforming the internet economy.
- Benefits: Competitive salary, equity options, healthcare, generous vacation, and remote work flexibility.
- Other info: Dynamic team culture with opportunities for growth and learning.
- Why this job: Be a key player in helping businesses thrive with innovative payout solutions.
- Qualifications: 10+ years in customer-facing roles, preferably in B2B SaaS, with strong communication skills.
The predicted salary is between 112000 - 112000 $ per year.
Location: Hybrid (Montréal, QC | Toronto, ON | Halifax, NS)
Reports to: Head of Customer Support & Success
About Us
Trolley is the payouts platform for the internet economy. Our mission is to unlock the global economic opportunity of the internet by building a truly borderless payouts ecosystem. Through our platform and API, Trolley enables businesses to pay people anywhere in the world, supporting creators, on-demand workers, and suppliers at scale. Companies rely on Trolley as mission-critical infrastructure to automate payouts, collect tax and banking information, and reduce fraud and risk, all in one place.
As we continue to grow, we're looking for a customer-focused technical expert who is passionate about building strong client relationships, solving complex challenges, and helping customers realize the full value of the Trolley platform. This role can be based in Montréal, Toronto, or Halifax, working in a hybrid environment alongside our collaborative and globally distributed team.
What You'll Do
- Own and manage a portfolio of high-value and complex customers and act as their strategic business partner.
- Deliver a world-class customer experience to your customers and evangelize the benefits and value of our solutions.
- Develop and maintain strong relationships with customers, becoming a trusted advisor and advocate for their success.
- Become a solution expert to instate a high level of customer confidence in you and our Trolley solutions.
- Gain a deep understanding of our customers’ operational workflows and use cases to provide more tailored and impactful client guidance.
- Grow your customers' depth of understanding by providing enablement sessions on new and existing features and capabilities.
- Provide a strong functional consultative approach to customer management with a passion for identifying solutions to meet customers' business goals.
- Drive engagement across multiple customer stakeholders by understanding their unique goals/business outcomes.
- Build and maintain influential relationships with customers with highly complex use cases.
- Actively monitor adoption, analyze data/metrics/industry trends, and implement strategies that showcase how customers can enhance their workflows.
- Collaborate with support, product and other internal stakeholders to help resolve customer issues.
- Advocate for customers' needs, working cross-functionally with internal teams to champion projects and product enhancements.
- Effectively engage multiple customer stakeholders in discussing organizational goals and exploring potential up/cross-sell solutions.
- Proactively identify and close up/cross-sell opportunities by thoroughly understanding client needs.
What We're Looking For
- 10+ years of progressive and consultative experience in customer-facing account management roles.
- 5+ years of experience in Customer Success in B2B SaaS/Software managing large mid-market accounts.
- The highest degree of initiative, courtesy, and professionalism to build valuable customer relationships.
- Bonus points for having experience in financial services, SaaS payment automation, and the internet economy/music royalties.
- The ability to learn and pivot quickly in a fast-paced, often ambiguous environment.
- Strong communication and interpersonal skills, with the ability to build rapport and trust with customers.
- Experience conducting product demonstrations and training sessions.
- Analytical mindset with experience using data to drive decisions and improve customer success.
- Proven track record of driving customer success and retention.
- Outstanding command of the English Language - written and spoken.
- Detail-oriented with strong organizational skills and the ability to multitask and prioritize in a fast-paced, dynamic work environment.
What We Offer
- Join an amazing team of diverse people working together on a common mission.
- Competitive base salary and bonus.
- ESOP Program: Meaningful equity and ownership that aligns your success with ours.
- Extended healthcare benefits from Day 1.
- 4 weeks paid vacation per year + public holidays (+ 1 extra vacation day per year of service).
- 30 days remote work from anywhere.
- Gym membership allowance.
- 1/2 day Fridays off during summer.
- Company-provided use of Apple MacBook Pro and Mac gear.
The expected base salary range for this position is $112,000 CAD. Actual compensation will be determined based on factors such as experience, skills, qualifications, and overall fit for the role.
Enterprise Customer Success Manager in Toronto employer: Trolley
Trolley is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for an Executive Product Leader to thrive. With a strong focus on employee growth and development, Trolley offers unique opportunities to shape the future of fintech while working in vibrant cities like Toronto or Montréal. The hybrid work model promotes flexibility, ensuring a healthy work-life balance while driving impactful product strategies in a supportive environment.
