Customer Success Manager

Points North is looking for an experienced and results-driven Customer Success Manager (CSM) to help build our customer success function. In this role, you will manage a portfolio of 50-100 existing Ideal Customer Profile (ICP) mid-market clients, focusing on driving retention, expanding client relationships, and maximizing customer value. As a key partner to our clients, you will proactively identify opportunities to cross-sell and upsell additional products or services within the client base, ensuring long-term partnerships and business growth. This is an exciting opportunity to make a direct impact in shaping our customer success strategy from the ground up. 

What You’ll Be Doing

Client Retention: 

• Build and maintain strong, long-lasting relationships with assigned ICP clients to ensure their satisfaction and continued use of our products/services 

• Proactively manage churn by addressing customer issues, resolving concerns, and ensuring timely solutions 

• Conduct regular check-ins with clients to assess satisfaction, identify potential risks, and foster loyalty 

• Monitor customer health scores and work to reduce churn by addressing any potential risks early

Cross-Selling & Upselling: 

• Leverage a deep understanding of the client’s business goals and needs to identify opportunities for cross-selling and upselling additional products, reports, or services 

• Work closely with the sales team to develop strategies for growing existing accounts and increasing customer lifetime value 

• Present tailored recommendations to clients on how they can benefit from upgrading or expanding their product/service usage 

• Track and report on the success of cross-sell and upsell initiatives, aiming to meet or exceed revenue targets 

Account Management: 

• Serve as the primary point of contact for assigned clients, handling inquiries, guiding them through product usage, and managing expectations 

• Understand and document client-specific business goals, ensuring our offerings align with their objectives 

• Create and execute account plans with a clear focus on retention, expansion, and customer success metrics 

• Proactively schedule and host formal monthly/quarterly/bi-annual business reviews with assigned customer base 

Collaboration: 

• Work closely with internal teams (Sales, Marketing, Implementation, Product, Support) to ensure a seamless customer experience and to drive success across the client lifecycle 

• Share customer feedback with the product and engineering teams to help inform future product development 

• Engage in team-wide collaboration and knowledge sharing to improve the overall customer experience 

Reporting & Analysis: 

• Regularly report on key customer success metrics including retention rates, expansion opportunities, and account health 

• Use data-driven insights to make recommendations for improving customer satisfaction and business outcomes 

• Track client performance against goals and identify opportunities for optimization 

What We Are Looking For

• Proven track record of successfully managing customer relationships, driving retention and revenue growth 

• A customer-centric mindset with a passion for delivering outstanding service 

• Strong experience with cross-selling and upselling in a SaaS environment in a client-facing role 

• Excellent communication, interpersonal, and relationship building skills 

• Ability to manage multiple accounts simultaneously, prioritize tasks, and meet deadlines 

• Motivated self-starter who is comfortable with ambiguity and a solutions-oriented problem solver 

Qualifications

• Bachelor’s degree in Entrepreneurship, Marketing, Business or similar field, or equivalent and relevant working experience  

• 5+ years’ experience in Customer Success, Account Management, Business Development or Sales  

• 2+ years’ experience working in a B2B SaaS environment, maintaining or growing books with recurring revenue targets  

• 1+ years' experience in the payroll systems or solutions industry  

• 1+ years' experience utilizing a CRM system, required; experience with Hubspot, highly preferred  

• Experience working within highly regulated industries and/or construction industry, preferred 

At Points North, we believe that taking care of our team is the foundation of our success. That’s why we’ve created a benefits package designed to support you both personally and professionally: 

• Health Insurance: Comprehensive medical, dental, and vision plans are available to keep you and your family healthy. 

• Retirement Savings: Invest in your future with employer-matching contributions to a SIMPLE Traditional and/or ROTH IRA plan. 

• Time Off: Generous PTO, paid holidays, and Volunteer Time Off (VTO) are offered so that you can take time to recharge and give back to what matters to you. 

• Growth Opportunities: Professional development is encouraged whether it be in training, certifications, or other opportunities to boost your career. 

• Flexibility: Depending on the role, remote or hybrid arrangements may be made available to fit your lifestyle and business needs. 
   

For this position the base salary range is $70,000-$75,000 per year, plus additional commission-based compensation. Final compensation determinations will reflect your unique experience, skills, and the responsibilities of the role. 

At Points North, you’ll find an energizing, ambitious and supportive workplace where your contributions make a real impact. Ready to join our team? Apply today to take the next step in your career!