Customer Success Manager

Project Management with Personality

Founded by Chris Wilson in Vancouver, Canada in 1997, Function Point is a leading provider of online project management software for agencies and creative teams. What started as a platform that automated pricing calculations soon grew to become an award-winning all-in-one web project management solution, enabling agencies to consistently deliver client work on time and on budget. Our mission has always been to develop finance-first online project management solutions that empower our customers to quickly gauge the health of projects, help eliminate over-servicing and maximize efficiencies with their clients. We believe in building real relationships with our customers so that we can better understand their barriers and drivers for growth. Together, it’s our shared mission to help make creative teams positively productive.

Function Point is an equal opportunity employer, we recruit, hire, train, promote and provide all other privileges of employment to qualified people without regard to age, race, colour, creed, national origin, gender, gender identity, gender expression, disability, marital status, citizenship status, ethnicity, familial status, religion, sexual orientation or any other classification for which discrimination is prohibited. Please inform us if you have a disability or special need that requires accommodation.

Job Summary:

In this role, your primary function is to WOW the customer through its journey. Starting from the onboarding experience, enhancing customer loyalty, driving customer satisfaction, increasing product adoption, to maximizing their investment and retention.

Job Description:

Customer Success Manager

Who we are:

Function Point is an all-in-one agency management software solution designed to boost the productivity and profitability of creative agencies.

We are part of the Volaris Group, and an operating group of Constellation Software, Inc.

Our Mission

“Allowing creative agencies to focus on what they do best, being creative” is underpinned by Function Point’s four Core Values; People Obsessed, Customer Centered, Ownership and Trust. Our Culture start with understanding our customers better than anyone in the industry, we are able to create a positive customer experience as we adapt our strategies to their changing needs.

Who are you?

In this role, your primary function is to WOW the customer through its journey. Starting from the onboarding experience, enhancing customer loyalty, driving customer satisfaction, increasing product adoption, to maximizing their investment and retention.

As our Customer Success Manager you are highly organized, have fantastic interpersonal skills and are an excellent communicator both orally and in writing. You go above and beyond and are happiest when directing and leading others to learn. Your core is about connecting with customers, assisting them in achieving success when adapting to new software solutions. You enjoy digging deep into customer usage data, engagement statistics and customer health scores, and know how to use this data to prioritize and strategize your daily customer interactions.

Responsibilities Include:  

  • Train new and existing customers on all areas of our software solution
  • Ensure successful onboarding with our customers
  • Be the voice of the customer internally, a true customer advocate
  • Develop healthy customer relationships through trust and transparency
  • Evaluate and analyze customer needs
  • Consult with customers regarding their workflow and ensure that their Function Point configuration makes sense for their business needs
  • Proactive outreach to portfolio of customers to connect and ensure satisfaction and increase engagement in the FP system
  • Manage renewals within your portfolio
  • Conduct scheduled and impromptu training sessions with customers
  • Assist with process and product improvement as well as our marketing and sales initiatives
  • Travel to customer locations as required (post COVID)
  • Work collaboratively with internal teams to discover new opportunities for growth and efficiency
  • Bring positivity to work every day, and not focus on the obstacles but solutions to overcome them
  • Always be learning

Qualifications and Technical Skills:

  • First and foremost a positive attitude
  • Ability to identify, communicate, and solve potential business issues or challenges
  • Strong communication skills both written and spoken
  • 2-4 years experience in the customer service or support field
  • Fluent English is a must
  • Experience delivering online and/or classroom training
  • Advertising/Creative Agency experience is a strong asset
  • MS Office (Particularly Excel skills)
  • Customer Success in SaaS environments
  • Implementation Experience
  • Online and In-Person Facilitation
  • Extensive Product and Customer Knowledge
  • Able to learn quickly, self-manage, multi-task and work in a fast-paced environment
  • Ability to build strong relationships and partnerships with team members
  • Problem-solving, time-management, and organizational abilities to work efficiently with customers, internal and external

Perks and Culture @FP

  • Competitive salary and equity
  • Flexible work environment
  • Health and Benefits
  • Strong Bonus Program
  • A collaborative and close-knit team that loves what we do; we value smart, respectful, out of the box thinkers that want to be leaders in contact industry disruption!

Do you picture yourself in this environment?

All set to apply?

Introduce yourself by telling us why this opportunity of Customer Success Manager will fit your ambitions and how you can make a contribution to the future growth of our business and attach your resume highlighting your achievements.

Must be eligible to work in Canada.

Your inquiry is in complete confidence.

We thank all candidates for their interest, however, only those being considered will be contacted.

To apply:

Click here to apply online.