Canopy is a fully-remote technology company that builds modern servicing infrastructure for scaling FinTech. Our mission is to enable the next generation of financial products through Canopy. We are hyper-focused on our customers and empowering them to build the lending products their customers need.
Canopy offers a plug and play system of record for companies who want to launch lending products quickly and reliably. We help financial technology companies service lending products through flexible, modern APIs and clean documentation. Our platform allows companies to easily make changes to products/accounts/policies/payments through the Canopy API or UI. We help companies lower operational costs and create servicing features that customers actually want. Our platform enables FinTechs to innovate on new financial products by allowing ultimate flexibility in account servicing.
If you’re a builder that thrives off the fast-paced environment of an early-stage start-up, loves to solve customers’ problems, and enjoys wearing many hats to have an enormous impact on the company, let’s chat. We are looking for a talented person to lead the development of Canopy’s Customer Success Program.
The Customer Success Manager (CSM)
This candidate will work with the support of cross-functional team members to define and implement the end-to-end process to ensure the long term success of customers on Canopy’s platform. The Customer Success Manager will serve as a partner for both clients and internal teams in the delivery of Canopy’s platform services. CSM will be responsible for guiding customers through technical and business issues to drive greater adoption, value, and usage of Canopy. The role will report to the Head of Revenue at Canopy.
What you’ll do:
Develop and implement Canopy’s Customer Success program.
Serve as 1st long-term relationship manager; providing continuity from sale to production and beyond.
Establish repeatable and scalable processes to ensure customer satisfaction.
Ensure client needs are met at the highest level of quality regardless of resources assigned.
Support ongoing account management, maintain and adhere to customer journeys, and proactively engage with customers.
Govern delivery, ensure adherence to all best practices and processes, compliance to agreed-upon roles/ responsibilities.
Support expanding use of Canopy: assist in shaping new use cases, architect strong foundations, and use good configuration practices.
Educate clients on Canopy’s API and how to work with adjacent lending and payment technologies.
Advocate for client needs, including feature requests, production support resolution.
Analyze client production support tickets and shares strategic findings with clients.
Establish proactive health and success reporting and metrics to consistently monitor portfolio and application usage to identify anomalies.
Partner with Canopy Product and engineering team on productization, templates, and features.
Communicate platform updates and work with clients to build a test regimen; release management.
What we’re looking for:
Experience developing and scaling customer success programs for B2B technology space.
7+ years of experience in technical delivery, customer success, SaaS organizations – especially growing organizations with minimal structure.
Specific experience in client relationship management, technical delivery, product management, establishing metrics, & managing a portfolio of key customers.
Strong desire to build and solve problems for our customers and Canopy.
Must have technical acumen and a desire to learn the Canopy platform.
Combination of both service orientation and solution-minded approach.
Why Canopy ?
Remote work culture.
Push the limits of what you can solve.
Work with great teammates.
Make a difference.
Be cared for.
Health, dental, and vision insurance.
Yearly company HSA
Generous PTO policy.
$1,000 travel credit on yearly anniversaries.
$1,000 towards remote office set up.
Monthly health, wellness, mindfulness credits.
Monthly lunch credit.
Canopy is firmly committed to building a team as diverse as our Members. We are proud to provide equal employment opportunities for all candidates regardless of race, ancestry, citizenship, sex, gender identity or expression, religion, sexual orientation, marital status, age, disability, or veteran status.