Manager, Customer Success - Wealthsimple For Business (B2B)

Wealthsimple

Wealthsimple

Customer Service, Sales & Business Development
Toronto, ON, Canada
Posted on Friday, June 7, 2024
Your career is an investment that grows over time!
Wealthsimple is on a mission to help everyone achieve financial freedom by reimagining what it means to manage your money. Using smart technology, we take financial services that are often confusing, opaque and expensive and make them transparent and low-cost for everyone. We’re the largest fintech company in Canada, with over 3 million users who trust us with more than $30 billion in assets.
Our teams ship often and make an impact with groundbreaking ideas. We're looking for talented people who keep it simple and value collaboration and humility as we continue to create inclusive and high-performing teams where people can be inspired to do their best work.
About the role
Wealthsimple is looking for an experienced Manager of Account Management to lead the direction of our post-sales function on our Wealthsimple for Business product line. Managing a team of Customer Success Managers (CSMs) to setup, onboard, and scale newly acquired businesses, this individual will also lead implementations for Enterprise Accounts and special projects. This individual will have both strong people management skills, as well as strong operational and client facing skills themselves. Applicants should be self-starters and operationally focused on driving efficiency, performance and scale.

Responsibilities:

  • Manage the day to day operations of our account management team while overseeing onboarding, implementation, upsell and account expansion.
  • Directly manage a small team of CSMs, providing coaching, support, escalation pathways, and overall development to the team.
  • Oversee the implementation of Enterprise accounts, prioritizing change management and communications processes with internal and external stakeholders.
  • Develop new frameworks and processes to scale and optimize the account management business.
  • Find opportunities for value driven account expansion.
  • Manage relationships with our backend operations and product teams to ensure cross-functional support.
  • Work closely with Client Success to ensure member support standards are met and inline with Account expectations.

Skills & Experience:

  • Experience: 5+ Years of experience in Account Management or Client facing role (preferably B2B) working directly with B2B sales team and/or developing implementation and onboarding processes.
  • People leadership: 2+ years experience in a management role.
  • Communication: skilled in communicating effectively and persuasively at all levels, conveying ideas clearly and engaging meaningfully with stakeholders.
  • Analytical: strong analytical skills with superior attention to detail and demonstrated ability to drive insights into actionable recommendations. Experience with SQL is an asset.
  • Action-oriented: clear bias for action and ability to act without being told what to do, takes full ownership over work and seeks help and input when needed.
  • Flexibility: can thrive in changing environments and is excited about contributing to innovation and bringing fresh ideas and approaches.
  • Bonus Experience:
  • Advanced skills using Salesforce.
  • Experience with large Canadian employers.
  • Experience working with HR and People leaders.
  • Experience working within finance, benefits, HR tech, or compensation industries.
Why Wealthsimple?
🤑 Competitive Salary
📈 Retirement savings matching plan using Wealthsimple Work
🌴 20 vacation days per year
🛫 90 days away program: Employees can work internationally in eligible countries for up to 90 days per calendar year
🌎 A wide variety of peer and company-led employee resource groups (ie. Rainbow, Women of Wealthsimple, Black @ WS) Employee Resource Groups
💖 Company-wide wellness days off scheduled throughout the year
We’re a remote-first team, with over 1000 employees coast to coast in North America. Be a part of our Canadian success story and help shape the financial future of millions — join us!
Read our Culture Manual and learn more about how we work.
DEI Statement
At Wealthsimple, we are building products for a diverse world and we need a diverse team to do that successfully. We strongly encourage applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.
Accessibility Statement
Wealthsimple provides an accessible candidate experience. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know, and we will work with you to provide the necessary support and make reasonable accommodations to facilitate your participation. We are continuously working to improve our accessibility practices and welcome any feedback or suggestions on how we can better accommodate candidates with accessibility needs.