Customer Success Manager

Full job description
About PathFactory

PathFactory is a content intelligence platform that helps B2B marketing, sales, and support teams create personalized content experiences for their buyers. It uses AI to track user behavior and recommend the most relevant content to each individual. With our proprietary content intelligence data, we provide insights into how buyers are engaging with content, helping you optimize your content strategy, and connect with your buyers in a more personalized and meaningful way to drive pipeline and revenue.

PathFactory has been recognized by Deloitte as one of North America’s 2020 Technology Fast 500 companies. PathFactory was also named the 2023 Top-Rated Content Marketing Software by TrustRadius, a 2023 Content Experience Leader by G2, and a Cool Vendor in Technology Marketing by Gartner.

Visit PathFactory.com to see how we can supercharge your ABM, Partner Marketing, Web Personalization and Sales Interactions.

Position Summary

The Customer Success Manager is responsible for managing a portfolio of high-value enterprise and commercial accounts, ensuring they realize the value of their investment in PathFactory. While onboarding is managed by a separate team, the Customer Success Manager ensures that customers receive immediate value through the successful delivery of use cases defined during implementation. The Customer Success Manager collaborates closely with Account Directors for renewals and expansion opportunities and engages with various departments, including Demand Generation, Content Marketing, Marketing Operations, and IT.

Key Responsibilities

Manage a portfolio of enterprise and commercial customers, ensuring they achieve value from PathFactory’s platform by leveraging the use cases constructed during the onboarding process.
Drive product adoption and engagement by collaborating with marketing functions such as ABM, Demand Generation, and Content Marketing, as well as IT.
Conduct Strategic Check-ins to review progress, discuss goals, and reinforce the value PathFactory provides to the organization.
Work closely with Account Directors to align on renewal and expansion strategies by demonstrating the ongoing value of the platform.
Proactively monitor account health, usage, and engagement metrics to identify potential risks and take corrective action.
Serve as a product expert and advocate, ensuring customers are aware of new features, best practices, and ways to optimize their use of PathFactory.
Collaborate with internal teams, including Product, Support, and Solutions Engineering, to resolve customer challenges and ensure a consistent experience.
Requirements

3+ years of experience in Customer Success or Account Management, with a focus on enterprise and commercial customers.
Ability to work strategically with multiple departments, including marketing and IT, to drive product adoption and customer value.
Proven ability to manage multiple accounts in a fast-paced SaaS environment.
Strong relationship management skills and the ability to engage with management and individual contributors across the customer organization.
Familiarity with the Martech industry is a plus.
Excited about the prospect of this role but don’t meet all the requirements mentioned? Don’t hesitate to apply! We are eager to learn more about you and discover whether you could be a great fit at PathFactory.

Location

PathFactory is a remote-first company and will consider qualified applicants located anywhere in Ontario.

Our Interview Process

We know that looking for a new role can be both exciting and time-consuming, and we want to thank you in advance for taking the time to apply to PathFactory. To help you understand our interview process, please see the potential next steps below:

30-minute (audio) screening call with a member of our HR team to give you a better insight into the role and PathFactory as well as give us a chance to learn more about your unique experience and skill set.
45-minute (video) interview with our hiring manager to discuss your experience in-depth and give you the chance to learn about the manager’s leadership style and the expectations of the role.
A take-home assignment for you to showcase your experience and problem-solving skills!
60-minute (video) team interview! This will give you an opportunity to walk the team through your assignment as well as an exciting chance for you to meet with potential colleagues on the CX team.
30-minute (video) interview with our Chief Customer Officer as a final step in the process to get to know our leadership and get a sense of the direction of our organization.
Why Work at PathFactory?

This is where we get to boast a little about why we’re awesome and why it would be awesome for you to work with us. PathFactory is a fast-growing, innovative marketing technology company with a corporate culture that values individuality and diversity. We work hard and play hard and we do both with passion and respect for one another. Our company promotes a fast-paced, fun, friendly, and highly collaborative work environment. PathFactory’s leadership is transparent, approachable, and committed to the growth of each and every team member. Weekly all-hands meetings, company events, and an Employee of the Quarter Award for the team member who best embodies our values – these are all cherries on top of the PathFactory cake!

What we offer:

Time to recharge - Enjoy 4 weeks of paid vacation, accrued throughout the year, to promote a healthy work- life balance.
Comprehensive benefits - Generous medical, dental, and vision coverage, along with the option to participate in the company GRSP through WealthSimple.
Give back to your community - Take advantage of 2 paid Volunteer Time Off (VTO) days per year to support causes that matter to you.
Recognition that matters - Celebrate achievements, recognize peers, and earn rewards through Props, our employee recognition program.
Continuous learning - Expand your expertise with “DevTalks”, featuring insights from global thought leaders
Don’t forget to check out our TrustRadius and G2 Crowd reviews to hear from our customers too.

Interested? We’d love to hear from you.

If you believe you have the right stuff, apply below. Attach your resume and a short cover letter telling us why you are the right person for this job! We are marketers, not HR people, so feel free to let a bit of your personality come through.

PathFactory is an equal-opportunity employer.

It prohibits discrimination based on age, colour, disability, national origin, race, religion, sex, sexual orientation, and any other legally protected class in accordance with applicable federal, provincial, and local laws. PathFactory is committed to creating and maintaining an inclusive and accessible workplace. If you are contacted for an interview and require accommodation during the interviewing process, please let us know.

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