Open Position

Customer Success Manager

Mission

They say first impressions last a lifetime. As a Customer Success Specialist, you will be critical to our customers’ first impressions of Laylah and a key contributor to overall customer satisfaction and retention through outstanding service. You will often be the face and the voice of Laylah for our customers, acting as their primary point of contact and becoming their guide through their adoption and continued use of the app.

Responsibilities

Customer Support and User Assistance

• Provide exceptional support to clients by responding quickly and completely to their questions and resolving any issues they are experiencing with the app.
• Ensure a smooth lifetime experience by guiding users through Laylah and helping them maximize its value for their practice.

Demos and Presentations

• In collaboration with the sales team, demonstrate Laylah to leads and prospects, highlighting its features and benefits.
• Identify specific needs of prospects and adapt demonstrations and presentations accordingly to maximize the impact for the prospect/lead.
• Host webinars that educate Laylah clients and prospects on features, workflows, integrations, etc. and the benefits to their practice.

Onboarding Assistance

• Monitor the progress of new clients during their trial period and be proactive in offering additional support in areas that will be impactful for the client’s business.
• Design and implement personalized onboarding programs for new clients, helping them get the most out of Laylah as quickly as possible.

Customer Experience Enhancements and Client Retention

• Develop and lead projects that advance client retention, including regular client outreach, additional learning opportunities, touchpoints with all members of a client’s team, etc.
• Develop and lead projects that proactively improve support for the client experience, including the development of help center articles, in-app tutorials, new feature/integration education, etc.
• Based on learnings from clients and prospects, develop and document processes and best practices for the Customer Experience department, establishing a solid foundation for Laylah’s growth and contributions to financial advisors’ practices.
• Collaborate with the leadership team to define goals and key performance indicators for the department, enabling continuous assessment and improvement.

Skills

• Fluently bilingual in French and English with excellent written and verbal communication skills in both languages.
• Previous experience (5+ years) in a customer success, support, or teaching role (or equivalent) is required.
• Previous experience (5+ years) in a Software-as-a-Service (SaaS) business-to-business (B2B) role is strongly preferred.
• Previous experience in the financial services industry would be considered an asset.
• Able to work independently and take initiative with minimal direction.
• Have a successful track record of leading and delivering high-quality customer success projects, from onboarding through client retention
• Able to learn quickly and adapt to rapid change.
• Able to establish strong customer relationships, beginning with the prospect stage and continuing through the full lifecycle of the client.
• Able to manage time, identify and execute on critical tasks quickly and effectively.
• Results- and objective-oriented with a motivation to establish and meet high metrics for customer onboarding, satisfaction and retention.