Senior Customer Success Manager at Briza

Toronto, Canada

Remote

Hi, we are Briza! A globally distributed, remote-first tech startup building the world’s leading API (Application Programming Interface) for commercial insurance.

Before Briza, it took small and medium size businesses weeks and a lot of paperwork to get their company insured. Often, that lack of insurance is what blocks companies from moving forward. Our product reduces that time to minutes and some API requests (or a click of a button).

In order for us to ensure our customers are able to successfully build great customer experiences on our API we need a Senior Customer Success professional to join our team with experience helping customers better implement and utilize software.

If you have ever thought about working in something other than your traditional enterprise software company and want to take your experience and knowledge as a part of growth and customer-centric start up, come join us at Briza.

Your Opportunity

We are a growing company of builders, innovators and compassionate/supportive, collaborative people that believe small teams have a huge impact.

To quote one of our Brizans you will get the opportunity to “get the best out of yourself” at Briza.
Our team is diverse, and globally distributed meaning that you could be a part of Briza from virtually anywhere.
We work in a focused but balanced way - we’re fast and nimble but not chaotic nor frantic.
You will be part of an environment that believes and cultivates work-life balance and cherishes the culture of experimentation.
You will get an opportunity to build a new product category and revolutionize an industry.

Come join us and bring your authentic self to work.

What you bring

Don’t worry if you don’t tick all the boxes. We believe in investing in professional growth and can coach you to be successful.

Natural curiosity and determination to solve problems
Be a lifelong learner
Desire to build things, innovate, and make things better
Being part of a collaborative team environment where supporting your colleagues is appealing to you
The ability to work in remote-first environment with a diverse and distributed team

Your knowledge and expertise

Here are some things we think you might need in order to be successful

Work with customers to establish critical goals, key performance indicators and aid the customer in achieving their goals
Document use cases, develop success plans and advocate for your customers influencing our product development and future roadmap
Leverage expertise in order to expand the customer’s use of the Briza API
Establish a trusted advisor relationship with our customers to drive strategic value
Have the ability to manage projects with the discipline of a Project Manager

What you’ll be doing:

Focus on understanding the customer's business needs and goals
Provide strategic consultation on best practices
Facilitate product training on Briza’s functionality
Monitor product adoption and engagement
Drive retention by demonstrating customer successes to date and future opportunities
Advocate on behalf of the customers internally and be their voice
Provide an exceptional level of service that turns customers into advocates

Other details you may want to know:

Hiring Process:

Talent Screen: You will initially meet (online) with someone from our Talent team. (30-45 minutes)
Technical Evaluation: You will meet with the hiring manager and someone that is currently in the role today.
Values Fit Interview: We then have a values fit interview with one of our senior leaders as well as the hiring manager. (30-45 minutes)

If all goes well, and you feel that Briza is the place you want to build your career, we'll make an offer and ask for references.

Compensation: the target salary range for this role is between $125,000-$140,000 CDN. Our compensation range is region specific and may be different depending on where you join us from. How we determine your compensation on this range is based on where you are at in your career and we try to figure that out through our hiring process. If your compensation expectation is outside this range but you are still interested in the role or Briza let us know - we would love the opportunity to get to know you.

Who you will be meeting - the hiring team: (if you click on the name it will take you to their LinkedIn Profile!)

Building a Diverse, Inclusive, Distributed Team

At Briza, we believe diversity breeds excellence. We have a global workforce with team members on, or recruited from, 6 continents. At Briza, people live wherever they work best. It’s a distributed team, but we also make it easy to relocate to Canada with your family if you want.

In addition to diversity there are our values. We believe in:

Ownership: An enormous bias to act with urgency and deep sense of responsibility for outcomes.

Ambition: Rewriting an industry involves working hard at solving hard problems.

Teamwork: We lean on each other’s strengths to succeed and grow.

Honesty: Say what you mean, mean what you say, and don’t say it mean.

We encourage applications from all qualified candidates around the world, including indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.

*Please note* Our email to you may be going into your Spam or Promotions folders. Please be on the lookout for our emails to you as our intention is for you to hear from us within 3 business days.

Other resources you may find useful

About the company

At Briza, our mission is to connect commercial insurance to the world. We do this by unlocking software developers to create great customer experiences so millions of small businesses across the US can purchase the commercial insurance they need in an instant.

Changing a thousand years old industry is not a trivial task but we are a startup like no other. We are building for the long term. We are a company that solves a real, enormous problem in a multi-billion dollar industry and we know the domain exceptionally well. We are on a journey of innovation, growth, and transformation.

Founded in 2016 by Ben Munro, a seasoned insurance executive with over 20 years of commercial underwriting experience, and Mike McDerment, founder of FreshBooks, we continue to expand our team with some of the sharpest people in both the software and insurance industries.