Customer Success Manager

What you will do:

• • Own and enhance the client experience: Speaking with clients regularly to help ensure they have the most seamless onboarding experience is something you have mastered. You will work to support several Account Executives, stepping in after they close a deal to take the lead on executing the experience for employers and the advisors who support them. We have a structured process for the 4-6 week client onboarding period; you have a passion for owning the client experience throughout this journey and enhancing it through continuous improvement. You will need to understand the objectives and business requirements of companies implementing a Common Wealth plan. You will serve as a center of expertise on Common Wealth’s product and client implementations for the sales team and external broker/advisor partners. You own the employer client relationship and experience after the sale is completed, taking on an onboarding and implementation coordination role to ensure documentation, process and education requirements are addressed.
  • Manage end-to-end onboarding: You will take the lead to manage the end-to-end onboarding of new companies and their employees to the Common Wealth platform, coordinating with various departments and people within Common Wealth. Some of the day-to-day activities include: scheduling, running client kick-off meetings and check-ins, serving as a primary point-of-contact for companies and external brokers/advisors for employer onboarding and implementation, and supporting employee education sessions including preparing presentations, delivering sessions and coordinating with the employer.
  • Add value for clients post-onboarding: You will be working with both the sales and customer success teams to provide stewardship to our clients. Post-implementation, you will ensure our clients are taken care of, everything is going well, and the client relationship is growing. You will proactively reach out to clients both ad hoc and at determined intervals to ensure high participation and employer client satisfaction post-onboarding. You will support various members of the Common Wealth team to identify opportunities, enhance the client experience and help clients get the most out of their relationship with Common Wealth. Always thinking about past clients and how you can help them get more out of their plan is something you are passionate about.

Who you are:

• • Show up and add value: You have often been referred to as someone who acts with integrity. You always do what you say you are going to do by when you said you would have it done, and when you make a new promise, you always finish what you started. You show up on time and make sure to respect everyone’s time; this can sometimes mean ending a meeting early if appropriate. Last but certainly not least, you conduct yourself professionally and always use manners. Although this sounds simple, you understand the impact of saying please and thank you.
  • Client and relationship focused: You have worked in a sales or account management role, or have significant client-facing experience in delivery, customer success, and/or consulting. You understand how to work alongside clients to help them achieve their goals. You place a strong value on building relationships with stakeholders both external and internal to the organization. Internally, we have an incredibly collaborative culture, and you appreciate having multiple people and teams involved in your work.
  • Fantastic communication skills: You are often referred to as a great storyteller. You know the value of using communication in all mediums to foster strong, long-lasting relationships. You have a knack for getting to the root of a customer’s problem and knowing the appropriate response in every situation. You have a deep passion for customer service and are energized by solving problems.
  • Great project management skills: You are comfortable and thrive as the center of a project, while organizing efforts from a variety of stakeholders. Even when you are not the one executing the work, you find satisfaction in owning all the tasks that lead to a successful implementation. You realize that taking the time to pay attention to the details will reward you in the end. You enjoy looking at the specifics of each and every situation because you know the value it provides. Evidence-based decision-making is where you are most comfortable.
  • Gritty problem solver: You have worked in environments where a level of ambiguity and initiative is required to achieve results. You can apply critical thinking to figure things out on your own and move work forward without a well-defined process in place. People describe you as adaptable in your ability to execute. You are comfortable asking questions to gain insights and then take initiative to move something forward. If the environment changes, you’re able to be persistent in achieving your intended outcomes.

Why work with us:

Common Wealth is a fast-growing company with a mission to change the lives of Canadians. Joining our team will allow you the opportunity to have first-hand experience shaping and influencing key decisions about the organization. You will have a great amount of autonomy in your job and how you organize your day-to-day. You will be joining a team of like-minded mission-driven disruptors who want to improve the Canadian retirement landscape. This role offers a competitive salary of $75-85k base + variable pay, the target total compensation is around $100k. You will receive health and dental benefits, life insurance, an additional Health Spending Account, a 5% employer match into one of our award-winning group retirement plans, and four weeks of vacation. We are a remote-friendly workplace with an office in downtown Toronto for those who prefer to work from the office.

To apply:

We are a respectful workplace committed to building a skilled and diverse workforce. We believe in fostering an inclusive work environment where all individuals have an opportunity to succeed. We welcome and encourage applications from everyone. We look forward to hearing from you!

Please apply through the application, and if you would like to reach out, you can email careers@commonwealthretirement.com.