Remote l Canada Based l Full Time

About the role

We are seeking an experienced and dynamic Client Success Manager (CSM) to join Minerva, an early-stage startup in the fintech space. You will play a crucial role in ensuring the satisfaction and success of our valued clients. Leveraging your previous experience in startups and product-based B2B environments, you will have the opportunity to shape and drive our client success processes and frameworks from the ground up. The ideal candidate will be a versatile professional, comfortable wearing multiple hats, and capable of combining a strategic mindset with hands-on execution. The role will report into the COO. This is a full-time remote role, with occasional (quarterly) in-person opportunities to meet and get to know the rest of the team.

Role Overview:

Client Onboarding and Implementation:

• Lead the onboarding process for new clients, ensuring a smooth and efficient transition onto our platform.
• Collaborate with cross functional teams to implement and customize solutions tailored to each client’s unique needs.
• Provide product training and support during the initial stages of onboarding.

Client Relationship Management:

• Build and nurture strong, long-lasting relationships with key client stakeholders.
• Establish a cadence for communication to keep clients informed and engaged.
• Proactively identify opportunities to add value and enhance the client experience.

CS Process Development:

• Develop and implement client success processes and frameworks to streamline operations and enhance overall client satisfaction.
• Continuously assess and improve existing processes to adapt to the evolving needs of our clients and the organization.
• Establish and track key performance indicators (KPIs) to assess the utilization of the product and identify areas for improvement

Documentation, Reporting & Customer Advocacy:

• Maintain detailed records of client interactions, requirements, and preferences.