Customer Success Manager

  • Polymath
  • Toronto, ON, Canada
  • Sep 13, 2018
Marketing | Blockchain

Job Description


As Customer Success Manager you’re the front line of Polymath serving as the wise voice who helps calm customer concerns, the expert who can tell our front end team where potential customers go astray, and the determined problem solver who figures out the best way to help the most clients the fastest way possible.  

You’re Great At…..

  • People. You’re positive by nature, thrive in helping people, and know something about finance technologies & securities and the problems that our clients are likely to encounter;

  • Support & technology: You excite at the thought of being front-line technical support for all Polymath’s highly valued customers;

  • Responsibility. You can take customer questions and build out our knowledge base to facilitate self-service;

  • Self-staarting. Initiate and drive  outreach programs to stalled deals and accounts;

  • Handling escalations and save unhappy customers;

  • Hosting  onboarding and tutorials for new customers;

  • Ensuring customers have a positive journey and remain happy throughout their life cycle;

  • Managing professional services projects with key customers;

  • Becoming the expert and write the book on issuance & the securities ecosystem;

  • Communicating. You’re able to explain complicated topics with ease through the combination of the written word and the occasional well-placed animated GIF;

  • Writing: Case studies, white papers, knowledge base articles, email drip campaigns...there’s a lot of content that is needed to address our 5 core audiences, and you’ll need to master how to help all of them;

  • Collaboration. Work with sales to identify new upsell opportunities;

  • Collaboration! Also work with the product and engineering teams to improve our product.

Who You Are…..

  • 3+ years sales or customer-facing experience in B2B or B2C environments, preferably in a technology-related field;

  • Experience writing technical / knowledge base copy;

  • Ability to thrive in a competitive environment and execute tasks within short time lines;

  • Results-driven, metrics-oriented, and resourceful;

  • Passion for people and technology;

  • Technical aptitudes;

  • Strong attention to detail;

  • Strong organizational and multitasking skills;

  • Exceptional communication skills in English - both written and verbal;

  • Experience with and comfortable presenting to an executive-level audience.

Bonus Points...

  • Familiar with the blockchain, bitcoin, and ethereum;

  • Experience using Zendesk or Intercom (or other customer support platforms)

Polymath Studios and Polymath Networks are equal opportunity employers.    Every effort to accomodate candidates for accessibility with disabilities participating in the selection process will be made available on request.  Information received related to accommodation needs of applicants will be addressed confidentially.

Polymath Studios and Polymath Networks  would like to thank all applicants for their interest in this role however only qualified candidates will be shortlisted.