Rightsline Looking for Customer Success Manager at Toronto, Ontario, Canada Full Time

We are looking for a seasoned Customer Success Manager (CSM) to join our team to help our growing list of clients track their rights and manage the lifecycle of their contracts.

The ideal candidate will play a vital role in the overall customer experience and growth across Rightsline customers. The ability to build dynamic long-term relationships with assigned accounts, drive adoption, satisfaction and retention throughout the client journey is essential. The CSM will be a trusted advisor ensuring customers receive the maximum value out of the Rightsline platform. Additionally, the CSM serves as an internal advocate for client needs sharing wins, learnings and success stories cross-departmentally to help everyone learn to better serve our clients and contribute to the overall customer experience and growth.

What You Will Do

• Provide insight and guidance to customers using industry best practices to increase customer adoption and utilization of the Rightsline platform.
• Lead Executive Business Reviews (EBRs) and meetings with senior management including C-suite audiences to drive business value realization and alignment.
• Thoroughly understand customer objectives and collaborate on quarterly success plans to drive account strategy and ensure maximum ROI. Consistently measure progress made at different stages of the customer journey.
• Maintain loyal relationships with key stakeholders and daily contacts within assigned accounts.
• Identify expansion and upsell opportunities, working closely with the Sales and Sales Engineering teams and assist in closure as needed.
• Bring the voice of the customer to Rightsline. Collaborate closely with the Sales organization, Professional Services, Customer Team, Product and Engineering teams to resolve identified risks and escalate issues quickly and properly communicate to deliver a best-in class customer experience.
• Provide continual improvements to Rightsline’s best practices for engagement, value-add, and renewal to meet long-term customer satisfaction and renewal.
• Report and analyze account health updating internal tools of NPS (net promoter score) and follow-up activities
• Be the first point of contact for all communications

What You Will Bring To The Role

Required Knowledge and Skills….

• You have experience working in media rights management, IP Commerce and/or software as a service.
• You have superb structured, analytical thinking skills.
• You are a self-starter and can work autonomously but also enjoy collaborating with others, mentoring and teaching.
• You’re skilled at finding ways to unblock yourself, your customer, and your team
• You have customer facing experience (customer service, program management, consulting or sales) that includes issue resolution and escalation management at both the business owner and executive levels.
• You are naturally curious and are not afraid to ask questions, while also having the ability to work independently and in a result-oriented environment and do not need to be micromanaged
• Superb writing, communication, and listening skills. Able to understand objections and turn skeptics into excited new customers
• You are able to run a meeting with multiple stakeholders and multi-level audiences
• You have strong organizational and time management skills with the ability to manage a portfolio of accounts

Preferred Knowledge And Skills…

• You are familiar with cloud software/SaaS products with 3+ years industry experience
• You have a strong understanding of the media industry and its components, including the Production process, content licensing, rights management, royalties, and available reporting
• You have a BA/BS or MS degree or equivalent work experience
• Experience delivering client-focused solutions to customer needs
• Experience in Jira, Confluence, Pendo, Mail Chimp and project management tools
• You have demonstrated a proven ability to collaborate and build strong relationships in previous positions.

The Rightsline Advantage

At Rightsline we encourage inclusiveness, purpose and innovation. We offer flexible work hours, birthdays off, alternating 4-day work weeks, unlimited vacation time, team socials, happy hours and career progression in a high growth environment.

• Rightsline was the very 1st cloud-based rights and contract management platform, so we’re used to innovation. We’re also used to incredible growth if you’re into that sort of thing. 😉
• You will become part of an amazing culture with a supportive executive team, smart colleagues who truly care, and a global team that’s been rocking this virtual collaboration thing since before anyone had ever heard the term COVID19.
• You’ll often hear “Yes, let’s try that!” and then have the chance to execute your ideas.
• You will grow more here than you would at any other company. That’s a promise.
• A People First Company – 4.0 rating on Glassdoor