Remote within Canada
Full Time

Customer Experience Specialist

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Knit People is on a mission to empower our customers with an intuitive platform weaving payments, localized compliance, and HR into a modern all-in-one system. We deliver businesses worldwide a low-cost, transparent, and compliant onboarding, payroll, and performance management solution. At Knit People, we pride ourselves on supporting global leaders by streamlining payroll and automating employee services to remove regular monotonous tasks. We're growing fast and excited to bring on new team members to join us on our journey to deliver affordable global payroll and payments. If you're someone who thrives on challenging the status quo and collaborating in a closely knitted environment, apply today--we'd love to hear from you!

Knit is seeking a customer-centric, energetic Customer Success Manager (CSM) to manage and support the expansion of our SMB client portfolio. This role will work closely with sales and marketing teams to meet customer needs and financial objectives.

What you’ll do:

  • Develop a trusted relationship with customers and accounting partners to prioritize the achievement of their business goals
  • Respond to customer phone and email enquiries as needed throughout operational hours
  • Identify opportunities to expand customer usage of Knit’s products and services
  • Collaborate with marketing and sales teams to support customer expansion
  • Identify barriers to customer renewals and mitigate customer churn
  • Collaborate with the product development team on customer feedback
  • Possess the most updated knowledge of Knit’s products and services offerings and product roadmap
  • Proactively deliver product updates to customers
  • Periodically prepare business reviews to ensure customers are maximizing Knit’s offerings

You’d be a good fit if you have:

  • Bachelor’s degree in Business Administration or similar field
  • 2-3 years customer management experience, including managing a portfolio of SMB clients or larger
  • 2+ years experience with Payroll, Payments, or Human Resource software is highly preferred
  • Proven track record retaining clients and expanding customer portfolios
  • Strong written and verbal communication skills

You can expect from us:

  • An open and fast-paced work environment
  • Fully remote teams collaborating across Canada and internationally
  • Competitive compensation, commensurate with your skills and experience
  • Complete extended health benefits package from Day 1
  • Opportunities for career advancement and growth with the team
  • 2 weeks vacation and 2 weeks PTO to start

Apply for this position