Customer Success Manager (Kelowna)

Job Description

Job Description

Job Description

Salary: $75,000-$95,000

About Minga

At Minga, were creating the Student Behavior Platform schools cant imagine running without. Were on a mission to make school life run smoother and have fun while were at it.

Were a tight-knit team of curious, creative, and low-ego humans who genuinely enjoy working together. We care deeply about the work we do and the people we do it with, and that shows up in how we lead, collaborate, and celebrate.

Our culture is built on trust, ownership, and continuous learning. Whether youre working from our Kelowna HQ or remotely, youll have the autonomy to do your best work, the support to grow, and the opportunity to make a real impact in the lives of educators and students.

The Role

Were not just hiring for a position, were adding a teammate. Someone who wants to help build whats next, take real ownership, and grow with us along the way.

As a Customer Success Manager at Minga, youll play a critical role in ensuring our customers feel supported, successful, and confident at every stage of their journey. Reporting to the Customer Experience Manager, youll own a high-volume portfolio of up to 100 customers, serving as their trusted partner from onboarding through renewal.

This is anindividual contributor role with big impact. Youll be the voice of the customer internally, influence how we evolve our product and processes, and help build the kind of thoughtful, high-performing customer experience that makes Minga a place schools cant imagine running without.

What Youll Do

As a vital member of our Customer Experience team, you'll serve as the Customer Success Manager, responsible for the following:

• Ensure smooth onboarding of new customers, guiding them through the implementation process, and assisting with any setup or integration issues.
• Build and maintain strong relationships with key customers
• Serve as the main point of contact for assigned customer accounts, understanding their business needs, goals, and challenges (Manage high volume of up to 100 customers)
• Act as the voice of the customer within the company, advocating for their needs, requirements, and feedback to relevant teams such as product development and marketing.
• Provide training sessions to help customers maximize the value of the product or service they have purchased.
• Anticipate customer needs and proactively address potential issues before they arise, providing solutions and recommendations to improve their experience.
• Monitor customer usage data and analyze key metrics to identify trends, opportunities, and areas for improvement. Provide regular reports and insights to customers and internal stakeholders.
• Work closely with the sales team to ensure timely renewal of customer contracts, engaging in renewal discussions, and addressing any concerns or objections.
• Identify opportunities to upsell or cross-sell additional products or services that would benefit the customer and help them achieve their goals.
• Collect feedback from customers and use it to drive product improvements and enhancements.
• Monitor the health of customer accounts, identifying signs of potential churn and taking proactive steps to mitigate risk and retain customers.
• Develop and execute customer success plans tailored to each customer's unique goals and objectives, outlining milestones, success criteria, and action items.
• Work closely with cross-functional teams such as sales, product, marketing, and support to ensure a seamless customer experience and alignment on customer priorities.

What We Require

• This role requires 3+ years relevant customer success experience
• Working knowledge of zoom and managing multiple time zones
• Excellent communication skills, both verbal and written, with a friendly and professional demeanor
• Experience in handling customer inquiries via various channels such as email, chat, and phone
• Strong problem-solving abilities to efficiently resolve customer issues and inquiries
• Experience using a CRM (we use Hubspot)
• Ability to multitask and prioritize tasks effectively in a fast-paced environment
• Empathy and patience when dealing with customer concerns or complaints
• Experience working in a SaaS environment
• Experience working with enterprise / tier 1 customers
• Experience with 1:1 virtual onboarding & support

Who You Are

• Willingness to learn and adapt to new technologies and updates in the SaaS industry
• Capability to work collaboratively with cross-functional teams
• Strong attention to detail to ensure accurate documentation of customer interactions and resolutions
• Proactive mindset to identify recurring issues and suggest improvements to enhance the overall customer experience.
• Maintaining a positive attitude, enjoying life, and balancing work with fun, not taking things too seriously.

How We Work (and What We Value)
Our values arent just what we believe, theyre how we show up every day:

Growth Always learning, always evolving
Respect Every voice matters
Integrity Doing whats right, even when its hard
Passion Bringing energy and heart to everything we do

What You Can Expect at Minga

Flexible, Hybrid-First Work: Work in a way that works for you. Our hybrid model blends in-office collaboration days with the freedom of remote work. Some roles are fully remote, and we make sure our remote teammates are just as engaged, connected, and celebrated as those in the office. For this role we are looking for a remote east coast CSM and a Kelowna, BC hybrid CSM.

Inclusive leadership: Monthly CEO Lunch & Learns, open Q&As, and transparent updates; our leadership team listens, acts, and keeps the lines of communication open

Culture of connection: Social events, virtual meetups, and 2 annual offsites to bring everyone together

Growth investment: We invest in you. With dedicated time and budget for growth, youll have the freedom to explore, upskill, and expand your impact

Recognition that matters: From Slack shoutouts to company-wide recognition we pause to celebrate progress
Perks with purpose:

• Equitable pay + transparency
• 15 days vacation + 3 flex days + 5 sick days
• Health, dental, and vision benefits for you & your family
• Mental health and wellness support
• A team that leads with heart, values every voice, and loves what they do

Sound like your kind of place? Apply now, wed love to meet you.

What You Can Expect From Us

At Minga, youre more than just an application, youre a real person with a story we want to hear. Every rsum is reviewed by a human on our team (no bots ghosting you here), and we make it our mission to keep you in the loop from hello to final decision.

We believe in clear communication, mutual respect, and making sure every candidate walks away feeling valued; whether we end up working together or not.

If this role feels like a fit, or even a maybe, hit that apply button. Were genuinely excited to learn more about you.

Lets build something meaningful together.

Note on compensation: At Minga it is not typical for an individual to be hired at or near the top of the range for their role. Compensation decisions are dependant on the facts and circumstances of each case.

The role of the Customer Success Manager is to strategically partner with customers to maximize ROI and provide on-going value. We are hiring for different skill and levels within the team.

Customer Success Manager

Salary range - $66,000 - $84,000 (OTE)

Intermediate Customer Success Manager

Salary range - $76,000 - $95,000 (OTE)

Senior Customer Success Manager

Salary range - $90,000 - $110,000 (OTE)