Customer Success Manager (Vancouver Hub - Hybrid)

June 14

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Barley

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The easiest way to structure, analyze, and manage compensation - and keep a pulse on changing salary trends

Compensation Management • Compensation Software • HR Software • HR Analytics • Pay Equity

2 - 10

Description

• As the founding member of the Customer Success team, you will have a broad ownership  across the following areas: Onboarding, Customer Success, Support, and Documentation • Create and execute processes as well as develop strategies to onboard, engage, and retain customers as we continue to scale. You will understand and prioritize the needs for these programs according to the scale of our customer base • Understand the challenges facing our ideal customer profile (ICP) and come up with creative solutions to meet their needs and provide them with additional value • Drive product education and adoption of Barley throughout the customer journey, including owning the Barley Help Center and user guides within the Barley platform • Support customers with the successful roll-out of Barley to their team through training sessions, product documentation, and timely communication • Ensure all Barley customers feel valued and heard by gathering feedback about their experience as both a customer and user of our product • Track adoption trends, engagement, and overall customer health and sentiment • Resolve customer issues in a timely manner with clear communication; proactively identify areas of risk and develop plans to address these needs • Collaborate with Engineering, Product, and Design to share customer feedback on how to improve the product

Requirements

• 3 to 5 years experience working in a customer facing role working within a B2B SaaS company AND/OR experience working with the compensation space (HR Tech experience is a PLUS)  • Diplomacy, tact and poise under pressure, and a high tolerance for ambiguity • A self-starter that knows how to manage their own tasks and can rigorously prioritize their focus • A spreadsheet wizard, can do VLOOKUPs and Pivot tables in your sleep • Meticulous project management and prioritizationClear written and presentation communication skills • Growth mindset, proactive, and action-oriented

Benefits

• As an early member of the Barley team, you’ll play a key role in setting the stage for future employees • You’ll help push forward an important mission of driving more rational and equitable pay • You’ll have a piece of the pie - every Barley employee participates in our stock option plan • A generous vacation policy and full health and benefits coverage that kick in on your first day • An annual learning and development allowance to invest in your professional growth • We're a remote-first company, but also have offices in Toronto and Vancouver for the option to collaborate in-person • We host fun company-sponsored events (e.g. team dinners) as well as multi-day off sites (like our retreats which have been cabins in Whistler, BC and Ontario lake country)