Join Our Team!

Title: Customer Success Manager

Location: Kingston, Ontario

Status: Full time (37.5 hours/week)

Company Profile

Based in Kingston, Ontario, B2BToolbox is a business to business software development and marketing company with a specialty in e-commerce for office technology resellers in North America. The company has a significant presence in North America with a higher concentration in the United States.

The vision of the company is to bring successful brick and mortar sales operations throughout the industry into the current age of digital sales and communication. B2BToolbox customers tend to be businesses anywhere from a couple million dollars in annual revenue to large multi location operations that drive $100+ million in annual revenue.

Job Description

B2BToolbox is looking for a positive, results-driven professional to join our hard-working team. The successful candidate will work with the sales and marketing teams and be primarily responsible for building customer success. This would include, but will not be limited to creating video tutorials, managing email and Google Ad campaigns alongside software use, analyzing data to make strategic system usage and marketing recommendations, designing quarterly business and marketing reviews for each account, etc.

To be successful in this role, you should have at least three years of relevant marketing/sales/account management experience that would be implemented in new sales/marketing and/or account management conversations.

College/University education is required. We are a software company that helps sales organizations, so the ability to set clear expectations and handle software objections is important.

The Role/Responsibilities:

• Primary point of contact for assigned accounts.
• Upsell/cross-sell marketing services and software add-ons.
• Strategic and proactive conversations with assigned accounts to ensure successful e-commerce sales and high website traffic and leads.
• Manage/set up automated sales/marketing tasks.
• Create tutorial videos for customer training and success (record, edit, publish, share).
• Manage email and Google Ad campaigns alongside software use.
• Measure and make recommendations based on analytics to help clients consistently move forward and get better results (this includes data on site traffic (GA4), and Shopify sales). SEO experience is preferred.
• Ability to analyze data and make strategic system usage and marketing recommendations (GA4 and HubSpot experience preferred).
• Work with marketing teams to progress accounts from onboarding, to go live, to customer success!
• Design quarterly business and marketing reviews for each account.
• Troubleshoot system bugs and new feature requests from customers.