Customer Success Manager

Connect with Quadient

At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.

Quadient Accounts Payable by Beanworks is on a mission to empower accounting teams to succeed. We are revolutionizing the world of accounting software by disrupting traditional solutions with elegant, cloud-based Accounts Payable Automation software. We want you to join the growing team; come and be a part of our EPIC family!

This is a hybrid role in Vancouver, requiring three days in the office.

We are looking for a Customer Success Manager to work with our loyal customers. One of the significant ways we differentiate ourselves from our competitors is by providing an amazing customer experience. You are the expert of the solutions Quadient Accounts Payable by Beanworks offers. Your primary mission is to support the onboarding of customers on all modules they have signed up for, while assisting the Customer Success Managers for all product and workflow related needs. As a CSM, you will leverage your technical expertise of ERP's and the product to serve any external or internal stakeholders. You will develop and maintain strong relationships with customers to ensure that their business needs are met and exceeded. You will lead implementations, resolve customer issues, engage customers to accelerate product adoption and manage expansion. You will monitor customer health, design and implement strategies for customer and product success.

Key Responsibilities:

• Lead the onboarding process for new customers, ensuring a seamless transition and swift time-to-value.
• Integrate various ERP systems to enhance customer business processes through AP Automation.
• Conduct workflow calls to understand and implement customers' business goals with our solutions.
• Facilitate training sessions across all subscribed products.
• Develop and maintain strong, value-rich relationships with customers.
• Collaboratively work with support and engineering teams to troubleshoot and resolve customer issues.
• Drive product adoption and manage service expansions within your customer base.
• Initiate and lead internal continuous improvement projects to enhance service delivery.

Your Profile:

• Bachelor’s degree in Technology, Business Administration, or Finance preferred.
• 1-2 years of experience in customer success, account management, or implementations, preferably in a SaaS or startup environment.
• Basic accounting knowledge; passion for customer engagement.
• Strong organizational, planning, and communication skills.
• Proficiency in English is mandatory; additional languages are an asset.
• Ability to explain complex technical details to non-technical stakeholders.

Bonus Points If You:

• Speak French.
• Have experience with accounting software like Sage Intacct, Netsuite, Quickbooks.
• Understand the software development cycle and basic computer troubleshooting.
• Are familiar with support software like Freshdesk and CRM systems like Salesforce.
• Hold a CPA designation.

Knowledge gaps can be filled. Even if you don’t satisfy every single requirement or meet every qualification listed, we still want to hear from you.

Salary Range: $56,000 - $84,000 CAD annually. Compensation will be commensurate with qualifications and relevant experience.

Rewards & Benefits

• Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.
• Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.
• Inclusive Community: Join diverse communities and engage in our Philanthropy program.
• Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.
• Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.

Be yourself at Quadient. Our values define how we work as a team: Empowerment, Passion, Inspiration, and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice. We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at [email protected]

Quadient is an Equal Employment Opportunity Employer: We believe that diversity brings benefits to our customers, our business, and our people so we are committed to being an inclusive employer. We encourage applications from all suitable applicants, regardless of background.