Job Role: Customer Success Manager
Location: Toronto, CA - Hybrid (3 days per week in office)
Who We Are:
We believe everyone can be better with a coach... and we won’t stop until we get
there.
Coaching changes people’s lives. It helps them be happier and more productive in
their work. It turns entire companies into more inclusive, more productive
places to be. That’s why we’ve made it easy for more people – not just those at
the top – to benefit from the world’s best coaches. This is true of our EZRA
team. We believe a happy team is a productive one. We help our people grow, to
care deeply about and be proud of what we do.
The Role:
As EZRA continues to grow, so does our mission to be in front of more
organizations worldwide! To accomplish this, we are looking for an Enterprise
Customer Success Manager reporting directly to the regional Enterprise Customer
Success Lead. The focus of this role will be to work hand-in hand with our
Enterprise clients to oversee all customer success deliverables to provide a
best-in class service to EZRA's valued customers.
This is an exciting role with significant stretch opportunities, with the
individual expected to play a critical role in EZRA's current and future growth.
What You'll Do:
Delivery life-cycle client management
- Proactively manage a portfolio of Enterprise clients for the full delivery
lifecycle – from post-sale to program completion and non-program related
workstreams
- Key point of contact for all program and delivery related questions for
program sponsors across client organizations
- Develop and build strong relationships with key client stakeholders
- Partner with Sales to support the broader account growth strategy through
program delivery
- Bring together internal EZRA stakeholders to support on client needs, such as
Solutions Leads, Coaching Services, Tech and Product, Finance etc.
- Be the voice of the customer and provide feedback to internal teams to
improve EZRA's product and delivery
Reporting and insights
- Work in collaboration with Sales and rest of the account team to understand
each clients' needs and priorities to optimize the reporting provided
- Align monthly reporting to show client progress towards achieving objectives,
sharing successes and/or raising concerns to the account team to determine
next steps
- Regularly align with Sales and the rest of the account team on approach to
reporting calls to ensure client needs are met and Sales are able to build
towards the next opportunity
- Generate coach and data insights, collaborating with EZRA’s Solution Lead
team as appropriate
- Tracking of client stakeholder utilization of the EZRA Reporting Portal to
support clients' engagement with the portal
- Partner with Sales to build regular Business Review presentations to support
the overall account growth strategy
Revenue management, systems and invoicing
- Ensure clear revenue activation plans for clients with prepay balances,
working with the account team and beyond to put plans in place where needed
- Contribute to the regional team’s revenue recognition targets
- Ensure data hygiene related to revenue forecasting activities
- Daily use of project management tool to ensure accurate and timely
implementation of all programs
- Build out of online intake form data capturing mandatory data ahead of launch
- Coordinate billing instructions for finance to execute invoices
- Keep accurate tracking of where clients’ spend is against prepay balances
The CSM may be required to perform other duties as assigned by
management, outside of their normal scope of work.
About You:
- 3+ years of Customer Success or related corporate experience
- Experienced project manager with proven experience in a customer success role
- Willingness to work in a fast-paced start-up environment and comfort around
operating with an element of ambiguity
- Critical thinking skills: ability to problem solve independently and quickly
- Confident, accurate and clear communicator
- Self-starter able to operate in a high pressure, deadline driven, virtual
environment
- Ability to influence others without direct authority and, at times, challenge
the status quo
- Proficiency in MS Office Suite
- Knowledgeable of marketing/sales messaging principles
- Passionate about clients and participants needs
Life at EZRA:
- Your Own World-class coach to help you grow personally and professionally.
- Coaching for Friends and family because coaching is a gift worth passing on.
- Work From Anywhere with two weeks a year to work wherever inspires you most.
- Charity Days to support the causes close to your heart - because doing good
feels good.
- Learning Budget to fuel your curiosity. If it helps you grow, we’re in.
- Weekly Wellbeing Hour just for you. No meetings. No emails. Just space to
breathe, reflect, or reset.
- Regional benefits flex to fit your location and lifestyle.
- A welcoming place to do your best work. Comfortable, collaborative and
inclusive… and dog-friendly too!
LI-Hybrid
We’re an equal opportunity employer dedicated to building a diverse team that
reflects the communities in which we work, where everyone has a voice and feels
able to be themselves.
We believe that diversity strengthens to our culture and business. Valuing
uniqueness and respecting our differences means we grow faster, become better,
and achieve more.
In the spirit of transparency, credentials are verified through background
checks conducted upon conditional employment, in accordance with applicable
laws.
