Customer Success Manager

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About the employer

vrCAVE is a rapidly growing software startup company that has developed its own multiplayer virtual reality platform which is sold to entertainment operators around the world. We have over 250 customer locations around the world using our products.

Job description: Customer Success Specialist

vrCAVE is expanding our VR escape room product library and moving to provide a much deeper level of support to our licensed customers around the world. To support these changes, we are searching for energized and driven team members who are excited about the cutting-edge field of Virtual Reality and have experience with both business-to-business and business-to-consumer support and sales.

The position involves detailed market research of current markets to identify key aspects of our most successful customers and bring that knowledge to the rest of our customer networks. The successful candidate will help build and execute on the customer success strategy for these markets through the website, email, social media accounts, interviews, and onsite visits. The applicant will help ensure adoption of the vrCAVE product is a success with new customers and that they are able to make the most out of the software.

This position would take on several aspects of the customer relationship, with the goal of deepening relationships, lengthening relations, and ultimately a win-win for both sides. Key to this relation is understanding the end-user base and how to attract & retain players for our customer locations. This will require deep knowledge of the product and a keen sense for connecting with audiences on a variety of platforms; working in concert with the marketing, sales, and operations team.

Your success will be measured by the increase in revenue per location, customer retention, and customer satisfaction score.

This is a hybrid position: in-person on Monday, Wednesday, & Friday, and remotely on Tuesday and Thursday.

Responsibilities

• Being the primary point of contact for all operational aspects of vrCAVE customers: questions, concerns, feedback, etc.
• Manage, train, and onboard vrCAVE customers
• Through consultation with vrCAVE customers, advise and provide valuable recommendations to increase their use of the vrCAVE product
• Proactive & regular check ins and reaching out to customer locations
• Supporting our customers to driving more player revenue
• Managing, maintaining and reporting on customer surveys
• Posting to social media platforms
• Working with the sales team for customer knowledge transfer
• Overseeing the monthly customer billing process; responding and working with customer on any questions to the billing process
• Being an approachable liaison between the vrCAVE developer team and customers

Requirements

• Details and process orientated
• Experience building long-term customer relationships
• Strong sense for community moderation
• Ability to prioritize and adapt to changing tasks and requirements throughout the day
• Excellent communication (oral and written) skills
• Strong work ethic and sense of accountability
• Ability to take initiative and work independently, as well as part of a team

The following are considered an asset

• Able to use company standardized software including HubSpot and Google Office Suite
• Able to generate effective presentations using any of the following: PowerPoint, Excel and Word
• Multilingual is a big plus
• Sales experience: B2B and B2C
• Demonstrated self motivation with the ability to execute a disciplined approach with limited supervision

Job Type: Full-time

Pay: $72,000.00-$78,000.00 per year

Benefits:

• Company events
• Dental care
• Extended health care
• Flexible schedule
• Life insurance
• Vision care

Ability to commute/relocate:

• Edmonton, AB: reliably commute or plan to relocate before starting work (required)

Experience:

• customer success: 5 years (required)

Work Location: Hybrid remote in Edmonton, AB

Expected start date: 2025-09-10