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Customer Success Manager

  • Applications are considered on a rolling basis
  • Toronto
  • Applications are considered on a rolling basis
  • Toronto

Mentimeter’s vision is to transform presentations and meetings into fun and interactive experiences by making it easy to listen and to be heard. We believe in giving everyone a voice, in every meeting and presentation. We are building a modern, friendly, and diverse product-first tech company with HQ based in Stockholm and now, we are looking for a Customer Success Manager (CSM) to join our team in our brand new office in Toronto, Canada.

As a Customer Success Manager, you will help our customers to make Mentimeter become a core part of their daily work life, by driving adoption and usage of our Enterprise solution. You will partner closely with our Relationship Managers to help our customers become successful in using Mentimeter.

To be able to deliver an amazing customer experience, you will work closely with all parts of Mentimeter (Product, Marketing and Sales). You will serve as a key project manager to assigned accounts, to support effective onboarding, adoption and training to new and existing Enterprise customers when needed.

We use the theory of Predictable Revenue and reference Dropbox and Slack when we see the future of Mentimeter. Mentimeter is a service that is loved globally and our growth has been almost 100% organic.

We believe that a brilliant person with the right ambition can really leverage their time at Mentimeter. We are growing fast, and with us, so can you. Most importantly, we are looking for a candidate who is eager to develop Mentimeter into a world-leading position. You will be one of the leading individuals making this happen.

Responsibilities for the role:

  • Onboard and roll-out the Mentimeter solution for some of our largest customers around the world

  • Work on the adoption of the purchased licenses to increase the value for the customer

  • Create efficient usage and client engagement. Educate clients on the value they can generate from their current Mentimeter licenses with a thorough education that includes training, consulting and regular communication about product features

  • Encourage clients to utilize appropriate Mentimeter resources to increase their success

  • Ensure customer engagement by leading workshops (mostly web-based)

  • Set and develop the strategy for best-in-class scalable Customer Success

  • Deliver group and individual user information and training sessions about Mentimeter, industry benchmarking and best practices

  • Monitor usage proactively and contact clients upon low usage in order to deliver coaching/training to improve their utilization

  • Utilize Mentimeter, client and other data to derive insights and use these to drive greater client engagement. Generate Quarterly Business Reviews (QBR) and deliver to the customer based on these insights

  • Increase retention through being a client partner in maximizing the benefits of their investment with Mentimeter

  • Collaborate with the product team in terms of being the voice of our customers

Responsibilities not included in the role:

  • Closing new contracts (Account Executives do that)

  • The commercial responsibility of current customers (Relationship Managers do that)

  • Day-to-day support (We have minimal support, and a support specialist is responsible for this)

Resources we have to support you:

  • World-class lead generation from the Marketing and Product teams

  • Marketing and Sales team to support in analysis and tactics

  • Sales Operation function

  • Professional CRM and data gathering services (Intercom, Mixpanel, Google Analytics, Metabase, Salesforce, Planhat)

Work with great people

Front-end Developer
"Dog videos vs. Cat videos is the ever ongoing fight of Internet. Soner has clearly picked a side: Doggos. The cuter and hairier the better."
Business Development Director - Sales
"All the way from Italian metropolitan via small town of Switzerland to Stockholm to be a part of the Menti-family. It's like it was written in the stars (check the cancer sign)."
Product Manager
"Anna is a Stockholmer and a part of the Mentimeter KTH alumni crew. When she's not innovating at Mentimeter, she's doing jumping jacks on the handball court or partying in the USA."
Head of Brand
"As a kid Carl wanted to be a fashion designer, but ended up doing the next best thing - branding and PR. When he's not at Menti he's touring Sweden with his cover band (apparently they're terrible)."

Skills & Requirements

Must-haves for the role:

  • Experience of 1-3 years of leading international projects together with customers (as a consultant or in an internet-based global company)

  • Passion for building strong and long-lasting relationships

  • Experience from international work

  • Ability to drive many tasks and projects at the same time

  • Great interpersonal skills

  • Interest in data & statistics

  • You are required to have professional-level English

  • Excellent communication skills

  • Must be legally eligible to work in Toronto, Canada

Nice to have:

  • Bachelor or masters degree (field not important)

Please note that this position is located onsite at our Toronto office, with starting date being flexible yet ideally as soon as possible.

The recruitment process consists of:

  • Personality test and logical ability test

  • Introduction Interview

  • Business Case

  • Competence Interview

  • Culture Interview

Mentimeter is committed to providing accommodations throughout the recruitment, assessment and selection processes in accordance with the Accessibility for Ontarians with Disability Act and the Human Rights Code. If you require accommodations during the application and hiring processes, please notify us and we will work with you on suitable accommodation(s), to the point of undue hardship.

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Great Place to Work

  • Access to a personal leadership coach

  • Private healthcare insurance

  • Wellness allowance 5000 sek/year

  • Individual budget for professional development

  • Private pension matching ITP-level

  • 1 month (optional) relocation trip in Europe/year

  • Attractive insurance package

  • 30 days of paid vacation per year

  • A diverse, modern and inclusive work environment

  • 5 weeks paid vacation

  • Access to a personal leadership coach

  • Individual budget for professional development

  • Pension plan

  • Wellness allowance CAD 700/year

  • 1 month (optional) relocation trip per year

  • RRSP matching

About the company

Our vision is to transform presentations, meetings and lectures by turning passive audiences into engaged contributors. We make this possible through our interactive presentation platform where the traditional presentation monologue becomes an inclusive dialogue. We believe in the power of together and that the most successful leaders listen to be heard.

With Mentimeter, users become the best presenter they can be. Meetings become more productive, participants learn more and have fun whilst doing it.

We have more than 200 million users and customers in over 200 countries. On our way to making the world a better place, one presentation at a time.

Shannon Rutherford | Contact Person

I'm interested

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