Customer Success Associate

Canvs is the industry standard for emotion analytics. The company provides an emotion analytics platform used by TV networks, brands, agencies and media companies. Built using social media listening research from MSI Young Marketing Scholar, Professor Sam Hui, Ph.D., Canvs provides a real-time and time-shifted understanding of how content emotionally resonates with viewers across Facebook, Instagram, Twitter and YouTube.

Canvs is seeking a highly ambitious individual who is equal parts creative, digitally savvy, and analytical to manage the clients of a hyper growth SaaS company. The Customer Success Associate works directly with the Senior Customer Success Manager in a client-facing role to deliver ongoing support and guidance around business strategy and topics after the sales cycle has completed. He or she will focus on relationship-building and proactive support activities that in turn promote overall customer satisfaction, product adoption, retention, and renewals. This individual will assist in managing high profile accounts in the media industry and is primarily focused on retaining and identifying new revenue opportunities from existing clients. The ideal candidate has a history of success interacting with clients and managing those relationships. This is a full-time position based in New York City.

* Assist team in annual renewal and expanded revenue targets * Facilitate successful onboarding of new customers * Leverage the Canvs service team, methodologies, and best practices to support successful implementation on the customer side * Ensure that the customer’s Canvs usage runs at an optimal level of performance * Understand and explain how features within the Canvs platform relate to customer needs * Build trusted relationships with key stakeholders within client organizations to generate proper levels of adoption, ensure renewals, and create new revenue opportunities * Execute engagement plans that consider customer business goals and map software capabilities to achieve these goals * Understand the customer’s business goals and technical environment, including software currently used by the client

**Work Experience:** * 1-2 years’ experience in a client-facing role at a software-driven company * Experience working with customers on projects * Experience exceeding performance and retention goals * Experience in managing client issues, scope, and bringing tasks to completion under strict deadlines * Experience with Salesforce and Gainsight desirable **Skills and Competencies:** * Not intimidated by numbers, analyst at heart, able to advise client asking for help with their comp * A+ organization skills, agile-prioritizing * Customer oriented with a focus on quality * Ability to interact and collaborate with key stakeholders within client organizations * Excellent interpersonal skills, with the ability to communicate efficiently with individuals at all seniority levels * Comfortable with presenting to clients, big and small, both in-person and virtually * Ability to deliver results under pressure, work independently, and take ownership of assigned tasks * Project management experience is a plus * Undergraduate degree required