RouteThis

1 Job

72 Employees

About the Company

RouteThis is transforming WiFi customer experience by empowering Service Providers and Smart Home brands to deliver exceptional in-home WiFi installation, repair and support with CPE-agnostic software solutions and remote support platforms. RouteThis has helped over 190 customers reduce average handle time, deploy fewer truck rolls and increase average revenue per user. Headquartered in Ontario, Canada, visit RouteThis.com to learn more.

Listed Jobs

Company Name: RouteThis
Job Title: Customer Success Manager
Job Description: **Job title:** Customer Success Manager **Role Summary:** Manage a portfolio of SaaS clients to maximize ROI, drive renewals and upsells, and ensure long‑term customer satisfaction. Serve as the primary post‑sale liaison, collaborating with internal teams to deliver tailored success plans and proactive product support. **Expectations:** - Deliver measurable value to customers, achieving high renewal rates and expansion revenue. - Own the end‑to‑end customer journey, from onboarding through renewal. - Demonstrate proactive, data‑driven engagement and sophisticated communication skills. **Key Responsibilities:** - Act as main post‑sale contact, providing tools, support and guidance for RouteThis product usage. - Design, implement, and track full lifecycle customer success plans in partnership with cross‑functional teams. - Conduct training, enablement and onboarding for new customer hires and initiatives. - Analyze customer data (Excel, Sigma) to identify patterns, trends and improvement opportunities. - Communicate product updates, new features and upsell opportunities, securing increased revenue. - Lead quarterly business reviews (QBRs), executive business reviews (EBRs) and ROI conversations; own renewal negotiations. - Maintain accurate documentation and training materials. - Collaborate with support, sales, and product teams to resolve issues and optimize the customer experience. **Required Skills:** - 3+ years in SaaS Customer Success or similar role. - Proven experience conducting QBRs/EBRs and driving renewal/upsell discussions. - Strong written and verbal communication; ability to create clear documentation and training content. - Advanced Excel skills (pivot tables, data analysis). - Ability to interpret and manage small technical product tweaks (JSON, HTML, scripts). - Excellent time‑management, multitasking, prioritization and self‑startup orientation. - Comfortable in fast‑paced, evolving environments and collaborative team settings. **Required Education & Certifications:** - Bachelor’s degree in Business, Marketing, Computer Science, or related field (preferred). - No mandatory certifications, but a CSIM or similar customer success credential is a plus.