Customer Success Manager / Advocacy Coach - Enterprise Accounts at Influitive
Toronto, CA
Influitive is a rapidly growing innovator in the marketing software space. With over $49M raised from top-tier venture capitalists including Georgian Partners, Relay Ventures, First Round Capital, New Enterprise Associates, Lightspeed Ventures and others, Influitive helps B2B marketers mobilize their customers to become advocates for the business, influencing buyers and driving revenue growth.

The AdvocateHub SaaS platform and Maven mobile app make it fun and exciting for advocates to participate in more customer referrals, reference calls, success stories & testimonials, online product reviews, survey responses and other social sharing. This approach, called ‘advocate marketing’, is proven to generate higher-quality sales leads, accelerate sales opportunities and improve brand recognition.

The founding team has previously built Eloqua, a marketing automation software firm that went public and was bought by Oracle for $871M in 2012. The team is now bolstered by leaders with one or more exits under their belts.

About The Job – Customer Success Manager / Advocacy Coach

Influitive has incredible customers! These are organizations no, leaders who have chosen to invest their effort in a completely new product that is forming a completely new category of marketing technology. They seek to get ahead of their competition by innovating. They do so by seizing hold of their Advocates and mobilizing them to spread the word about how great their stuff is. So that’s what our customers want; as an Advocacy Coach it’s your job to make it happen.

How you’ll make a huge impact:

As an Advocate Marketing / Customer Success expert you’ll consult directly with our clients’ marketing teams to make sure they are using Influitive to hit their growth objectives and KPIs
You’ll help newly trained Advocate Marketers run their Advocate Hubs, coaching them to:
Measure the success of their Advocate Hubs & prove the value Influitive brings
Create fresh/new/creative challenges & eye-catching content
Think up great rewards for their Advocates
Run amazingly engaging campaigns
Inspire clients to be amazing marketers and succeed in achieving their companies’ goals
Close renewals and play a role in helping our Account Management team identify upsell deals & cross-sell
You’ll create amazing relationships with our clients’ Advocate Marketers & Marketing executives (CMO/VP-level). You'll inspire these stakeholders to push the boundaries of their marketing strategies'. You will strive to showcase the value of the platform to all departments in the company, making the Advocacy Program a necessity and part of the fabric of the company culture.
Celebrate what our customers love about our product and understand what they’d like to have changed. Then you’ll get to communicate that back to our product team so that we can learn and move forward
Visit North American customers occasionally to help delivery our true north and secure a trusted relationship with clients.
What an incredible candidate looks like:

You have worked on a Customer Success team at a business-to-business software-as-a-service company
You know about marketing software & if need-be would make an AMAZING Advocate Marketer yourself
You have a talent for solving sticky situations, creating consensus and turning customers into raving fans
You take ownership over your work and your customers know that you’re accountable for their success
On accountability, you manage your clients through Discovery, Nurturing and Mobilizing of their advocates allowing them to build a trusted relationship with members of their program
You are the voice of the customer internally as well as the voice of Influitive and its mission externally, balancing both personas well for success on both sides
You’re empathetic and know how to think like you are the customer: you believe that your customer’s success IS your success
You’ve succeeded at a small, fast-growing company before
You're on the cutting edge of the emerging Customer Success profession and seek to improve processes
You have a bias toward action / you love to dive in and get stuff done
You’re well organized and can handle managing a lot of clients all at once
You’re really approachable and people will trust you to carry the Influitive flag
You are comfortable working with clients at any level in the organizations, nurturing them as needed, becoming a trusted advisor
You can assist in scoping and mapping out an enterprise organization, looking for ways to deepen the Influitive relationship across the organization.
What you’ll get from us:

At Influitive, you’ll find an empowering environment where people are inspired to do great work, learning and developing quickly as professionals as they fundamentally change the way modern marketing works. (Check out our Glassdoor page to see what this looks like in action in the words of our advocates – our employees.) In addition, you’ll get some awesome perks, such as a MacBook Air, catered lunches 2X/wk, a learning and development budget, unlimited vacation, an office gym and showers, stocked kitchen with snacks, and a comfy Influitive hoodie. We offer every full-time employee competitive compensation including performance bonuses, generous benefits from day one, and stock options in the company.