Canada onlyAre you passionate about your customers achieving technical success, user success, and business success? Do you want to work for a best-in-class, 100% remote organization with the brightest talent from around the world?
At Sparkrock, we help social benefit organizations, including nonprofits, school boards, and government agencies, reach their full potential through technology. Every day, over 150,000 people use our ERP and product platforms to work more efficiently, freeing up time and resources to focus on the good they want to achieve.
We are seeking a Customer Success Manager who is excited to grow their Customer Success craft in a complex, high-impact ERP environment. In this role, you will partner with multiple non-profit, human services, and education customers to help them get real outcomes from Sparkrock: strong adoption, smoother operations, and better reporting. You will succeed if you enjoy learning quickly, leading clear customer conversations, and translating customer needs (especially around finance and payroll processes) into practical success plans and next steps, in close collaboration with internal teams.
If you are highly motivated and love building productive, strong relationships with customers, this is the place for you!
Responsibilties
- Build productive and strong relationships with multiple customers and develop connections with stakeholders to understand their unique operational challenges and map these to the value of Sparkrock products.
- Engage with customers to understand the current state of system use and pain points, status, and goals around technical, user, and business success.
- Create customer-centered success plans and execute Business Reviews.
- Collaborate with various internal teams (product, marketing, services) and share customer-centric feedback.
- Provide strategic advice to customers based on a thorough understanding of the current Sparkrock products and future roadmap-based improvements, expansions, and add-on solutions.
Requirements
- BA/BS required.
- 2+ years of experience in a Customer Success, Implementation, or customer-facing SaaS role with responsibility for customer outcomes (not solely support/ticketing).
- Hands-on experience working with an ERP system in a customer-facing capacity (e.g., supporting users, enablement/training, requirements gathering, implementation support, workflow/process mapping).
- Practical exposure to finance and/or payroll processes within an ERP context (HR exposure is helpful, but finance/payroll is most important for this role).
- Experience working with Microsoft Business Central / Navision or another ERP platform, such as NetSuite, SAP, or Sage, and the ability to learn new systems quickly.
- Confidence leading remote customer meetings and presentations (e.g., trainings, implementation working sessions, QBRs/EBRs, or structured business reviews).
- Strong communication and relationship-building skills with the ability to ask good questions, synthesize what you hear, and align stakeholders on clear next steps.
- Strong organization and prioritization skills in a fast-paced, remote environment.
- Ability to support customers across North American time zones (EST-PST) based on client need.
Nice to have
- Accounting Designation
- CRM experience to manage accounts and opportunities
- Experience as a Customer Success Key Account Manager, Sales, Consultant, or relevant role
Benefits
We don’t call them perks; they’re just part of what makes working at Sparkrock great.
- We are 100% remote and global. Live your best life wherever that may be, and never lose out on career opportunities because of it.
- Flexible work hours. We work asynchronously and don’t care when you’re online, just that you deliver great results and are there for our customers.
- We are dedicated to your growth with consistent and meaningful feedback, support in achieving your personal career goals, and access to leading-edge tools, playbooks, and technology to amplify your experience.
- Introductions to thought leaders in the space and webinars on cutting-edge tech hot topics.
- Stipend to help set up your ideal home office.
- Focus on culture: coffee chats, happy hours, cooking classes, book clubs, and more!
We strive to build a team that reflects the diversity of the community we work in and encourage applications from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with disabilities.
All open roles are for existing vacancies unless otherwise communicated to the candidate. We are committed to keeping candidates informed throughout the process and will notify all interviewed applicants of our hiring decision within 45 days of their interview. Sparkrock retains all job postings and related recruitment information for a minimum of three years.
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