At Strategyzer, our purpose is to unlock millions of people’s potential to create value for themselves, organizations, and society. We succeed when inspired people find the clarity to drive healthy growth and build invincible companies worldwide. To make this happen, we’ve designed the global standard and platform for solving universal business challenges. We believe our success in achieving this purpose, vision and mission depends on the quality of our people and culture.

From our headquarters in Switzerland, we’ve developed global impact and reach with a fully distributed team that works remotely across 15+ countries (with a strong growing presence in Canada, the United Kingdom, and Ireland). As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.

Here’s a quick video https://vimeo.com/752481144/f70432e6e4 from the team sharing why they love working at Strategyzer.

We’re recruiting a Customer Success Manager to lead Enterprise Growth Solutions. We’re looking for a stellar candidate who can support Strategyzer’s global customers, and help to deliver (with excellence) our full suite of products and services. Your ability to connect with customers is crucial to the success of this position.

Team members at Strategyzer enjoy

  • World-class team: Be part of a highly visible, globally recognized organization, and contribute to a paradigm shift in strategy and innovation in the world’s leading enterprises.
  • Strong company culture: We strive to create an environment with strong psychological safety and frequent feedback structures to allow our people to do their best work.
  • Flexible working: The job is fully remote; work from anywhere globally, and enjoy 5 weeks of paid vacation annually.
  • Growth allowance: Professional and personal development are vital at Strategyzer. All team members get an annual growth allowance for conferences, courses, certifications, coaching, and more. We also include a yearly book allowance.

The Customer Success Manager Mission & Outcomes

This role is for a runner who will be responsible for managing the end-to-end relationship with our global customers.

Your mission is to…

  • Nurture our customer relationships as they embark on their innovation journeys.
  • Solve and navigate tough delivery requirements that can sometimes be very unique to our specific customers.
  • Execute the delivery for each customer alongside our product teams.
  • Manage customer lifecycle, constantly setting and aligning expectations
  • Encourage customer feedback whenever and wherever possible

The successful candidate will immediately contribute in the following ways:

1. Customer-first focus.

The successful candidate will support Strategyzer’s global customers, helping to deliver excellence in our full suite of products and services. A keen ability to connect with customers is required, as understanding their requirements while setting, and of course meeting, expectations.

This role will be a blend of relationship and logistics management, requiring the incumbent to be laser-focused on the details, ensuring that all of the minutiae of successful Enterprise Product and Service Delivery are met, tracked and effectively shared with the customer.

2. Analyze and evolve future customer deliveries.

Our project delivery continues to evolve as we capture feedback and evidence from our customers. This role will require constant engagement, analysis, and a data-driven approach to understanding how we can take our products and services to the next level.

You will be instrumental in identifying and recommending the needs for our next engagements by analyzing data that will improve the customer experience. This role will require collaboration with our product teams to provide them with the necessary evidence to develop their product milestones.

3. Ensure successful adoption, growth and customer advocacy.

From implementation to delivering first value, the successful Customer Success Manager will monitor the customer’s journey, ensuring smooth implementation, and adoption of tools and processes.

The CSM will be integral in understanding and helping set customer goals, establishing KPIs and understanding the customer’s business to help grow within Strategyzer. Alongside our Program Directors and Sales Executives, the CSM will play a pivotal role in the expansion of the customer account. Ultimately, this work will lead to our customers championing Strategyzer’s methods and add to our customer advocacy portfolio.

Requirements For The Role

While this is a remote role, you must [generally] reside between GMT-5 and GMT+3 to be able to work synchronously with the majority of the Strategyzer team.

All potential candidates will be scored on the following competencies.

1. You strive to be a great human being.

We want world-class human beings who:

  • Strive to show deep care and empathy for your team members.
  • Have strong integrity and morals that drive your accountability.
  • Are open-minded to the views of others, and constantly work to improve themselves for the betterment of the whole team.

2. You perform at the highest level.

These are the technical qualifications we require:

  • 5 plus years in a Customer Success, Customer Experience or Account Management Role for Enterprise Customers (Fortune 500s).
  • Post-secondary degree or diploma in a relevant discipline.
  • Proven track record in managing multiple B2B customers simultaneously and building customer relationships with various stakeholders.
  • Data integration - you understand how to use data/ metrics to tell a story.
  • Computer literate (MS office, Google Suite, Project management tools…).
  • Familiarity with CRM tools (preferably Hubspot).
  • Familiarity with virtual communication platforms and their functionalities (Zoom, Webex, Skype etc.).
  • Experience leading and managing projects related to customer success.
  • Fluency in English is a must. Other languages are a definite plus.

3. You are a great collaborator.

Collaboration is key to our success as a team. We want a Customer Success Manager who is or has:

  • Incredibly hungry and wants to make an impact on our team.
  • A customer-first approach to delivering value. Our team will be your internal customers.
  • Enthusiastic about learning our methodologies and tools - especially the Team Alignment Map, Team Contract, and Culture Map.
  • Able to weave between autonomous and collaborative working styles.
  • A strong writer and communicator in a fully remote, global environment.
  • Not afraid to iterate on an idea or prototype if it means we create better value.
  • Able to focus on the bigger picture while paying close attention to the final details that will get us to success.
  • Is open to constructive conflict and can navigate challenging feedback.

How we hire at Strategyzer

Our recruitment process is intended to be comprehensive, fair, and diversity-focused.

The following steps help us find the best fit for this role. Our approach is patient. Finding the right person is much more important to us than adhering to any deadline. Hence, positions remain open until we find the perfect match for us.

Step 1: Introduction – share your perspectives on the following 3 questions.

  1. How do you understand the essence of this role and how would you approach it?
  2. What type of environment brings out the best in you?
  3. Why do you aspire to join Strategyzer in this role?

Please submit your written answers or for more impact embed link to Loom video recording (5min max) responding to the questions above.

Bonus: Do you have any questions for us? If your profile captures our interest, you can expect an answer before we proceed to Step 2.
Note: Unfortunately we will not be able to consider candidates who do not respond to the above questions.

Step 2: Interview on the outcomes of this role and your career experience.

Step 3: Coaching conversation with our company coach to better understand you and your aspirations.

Step 4: Simulation workshop with realistic scenarios.

Step 5: Offer