Customer Success Manager (Sparrow Connected)

Traditional surveys fall short in today’s world. That’s why we built ThoughtExchange, a platform powered by cutting-edge AI that enables leaders to connect with their communities and gain immediate, actionable insights that drive meaningful change.

From school districts to Fortune 500 companies, we empower thousands of leaders with the quality data they need to make a real impact. Our mission drives us, and we’re committed to creating positive change alongside a team of brilliant, curious, and collaborative individuals. Thanks to these efforts, we’ve been recognized for our excellence and named one of Canada’s Top Growing Companies for the past five years.

At ThoughtExchange, we’re reshaping community and employee engagement for good. If you’re passionate about making a difference, we’d love to have you join our journey.

We are seeking a Customer Success Manager to join our Sparrow Connected team. Sparrow Connected is the omni-channel communication platform that ThoughtExchange acquired earlier this year.  Reporting to Sparrow Connected’s VP of Customer Success, the Customer Success Manager (CSM) will play a vital role in ensuring our customers achieve their goals and realize the full value of their investment in our platform. They are responsible for building strong, trusted relationships with customers, ensuring they realize maximum value from Sparrow’s products and services. Acting as a strategic advisor, the CSM guides customers through onboarding, adoption, and growth, while proactively identifying opportunities to enhance satisfaction, mitigate risks, and drive retention and expansion.

CSMs work cross-functionally with Sales, Product, and Support teams to deliver a seamless customer experience, contributing to onboarding, training, and customer success programs. They are instrumental in gathering customer feedback, advocating for customer needs internally, and supporting business growth through renewals and upsells. Successful CSMs are proactive, analytical, and relationship-focused, with strong communication skills and a passion for helping customers succeed.

The hiring range for this role is $79,000-92,500 CAD (this role also includes a 10% team bonus). Your specific compensation within this range is determined based on your job-related skills, knowledge, experience, and our internal equity assessment.

• Onboard clients using Sparrow’s TakeFlight program, and contribute to ongoing improvements in the onboarding process to drive customer success and satisfaction.
• Develop and manage client portfolios, building strong, trusted relationships that support customer goals and long-term success.
• Conduct regular check-ins with customers to gather insights, manage issues, solicit feedback, and guide them in achieving their objectives using Sparrow’s channels and features.
• Attain expert-level product knowledge, including SharePoint, Microsoft Teams, and mobile platforms, to help clients maximize business value from Sparrow.
• Provide training and product demonstrations, ensuring customers are equipped to use Sparrow effectively and independently.
• Analyze customer feedback and adoption data to identify opportunities to improve customer experience and product utilization.
• Grow customer engagement and knowledge through tutorials, training sessions, early product previews, feedback loops, knowledge base articles, and focus groups.
• Monitor customer usage patterns to identify and pursue opportunities for product adoption, expansion, and growth.
• Develop deep expertise of customer environments, use cases, and contract parameters to proactively minimize churn and identify customer needs.
• Track contract end dates and proactively manage renewal conversations to anticipate risks, prevent churn, and ensure timely contract renewals.
• Collaborate with Support Engineers to manage and resolve customer requests, issues, and complaints, ensuring a seamless customer experience.
• Partner with the Product team to influence product development and design based on customer feedback and growth opportunities.
• Participate in internal discussions on customer trends and needs, advocating for customer priorities and ensuring they are represented in product and service strategies.
• Contribute to the development and ongoing improvement of Customer Success metrics and scorecards, helping to define what success looks like for customers and the team.
• Support the establishment of regular reporting cadences to monitor customer health, product adoption, engagement trends, and churn risks.
• Partner with leadership to identify key performance indicators (KPIs) such as customer retention, expansion opportunities, satisfaction, and adoption metrics to drive data-informed customer success strategies.
• Assist with new hire onboarding and internal training to ensure consistency and excellence in customer success delivery.

• Minimum 2 years of experience in Customer Success, Implementation, Consulting, Onboarding, or a related role, in a SaaS or tech environment. Skilled in guiding customers through adoption and solving challenges with cross-functional teams.
• Strong project management and organizational skills, able to juggle multiple priorities, set clear milestones, and proactively address risks.
• Excellent relationship-building skills to engage and influence stakeholders at all levels.
• Self-starter who takes initiative to build and improve processes.
• Highly collaborative, working seamlessly across teams to align on goals, share insights, and drive customer success.
• Comfortable working through ambiguity and finding solutions with minimal direction.
• Strong communication and presentation skills, with the ability to tailor messaging to different audiences.

• Strong knowledge of Microsoft 365 applications, particularly SharePoint, Teams, and mobile configurations
• Candidates based in the EST timezone preferred

If you don’t see yourself fully reflected in every job requirement listed in the posting above, we still encourage you to reach out, apply, and tell us more about yourself in your application. Research has shown that some individuals only apply when they feel 100% qualified. We are committed to removing obstacles to ensure we have the best talent. 

ThoughtExchange prioritizes accessibility. Support is available upon request for candidates participating in all aspects of the selection process. Finally, we know from time to time, emergencies happen, and you may need to reschedule an interview - we understand and encourage you to be in communication without worrying about losing the opportunity or your credibility.

What we offer: 

ThoughtExchange wants to ensure our people are heard, supported, and cared for, so we invest in our employees. We continuously ask our employees what they need to ensure we're supporting their successes in the workplace and in life.

We are proud to offer our employees the following:

Benefits & Well-Being: From day one, you’ll receive a benefits package focused on health & wellness that includes a generous time off policy, flexible extended benefits plan options, and company-wide wellness days off scheduled through the year. Our benefits package also includes maternity & parental leave top-up programs and access to Maple, Inklebot, and Headspace which support our employees' primary care, mental health, and wellness needs.

Flexibility: We’ve been remote-first for over ten years. We’re contribution-focused and operate on mutual trust because we need you to feel empowered to be your best self. You know the circumstances in which you excel—where you work and how you structure your day.

Culture: We walk the walk when it comes to our product and ensure no important decisions are made without including our employees' perspectives. We value and prioritize everyone’s voice, so we use our anonymous, anti-bias platform to make sure people are comfortable sharing their real thoughts and feedback.

Compensation: We want you to do your best work, and part of that is being happy with your compensation. We pay fairly, considering the complexities of market rates, experience, location, and demand. We believe in pay transparency and pay equity. In addition to competitive pay and benefits, employees receive share options when joining the company.

Connection: In addition to remote hubs of employees across Canada and the US and offices in Rossland and Vancouver, we get together as a company every few years in some pretty cool locations. We also connect virtually as a company every month and celebrate one another in our #gratitude Slack channel. 

Growth: We host regular learning sessions. You also have access to an annual Professional Development stipend & Company Coach to ensure you can grow in your role & advance your career.