Customer Success Manager (SaaS)

Axiom Zen HQ (Vancouver)

Axiom Zen is a venture studio. We turn ideas into companies. Sometimes we work independently, other times we partner with Fortune 500 leaders or domain expert investors. We’ve built several successful SaaS companies and our flagship portfolio company, ZenHub, is looking to grow the team with a Customer Success Manager position in Vancouver, BC.

ZenHub is the leading collaboration tool for GitHub – the world’s largest repository for open-source code, with over 25-million users. Since launching our paid product in 2014, we’ve become one of the leading project management tools at industry leaders like NASA, Microsoft, and Adobe.

The Role:

Several titles could apply to this role—Technical Support Specialist, Customer Experience, Customer Engagement—but regardless of what you call yourself, it’s up to you to help champion our customer experience.

What we’ll accomplish together:

  • You'll handle inbound support requests for Fortune 100 companies and some of the world's leading development teams to keep our churn low and customer happiness high.
  • As a Customer Success Manager, you represent our customer’s voice and help champion best practices through onboarding and engagement, all while developing deep expertise of the ZenHub product.
  • With a focus on education and creating a world-class user experience, you will partner with our Head of Customer Success to act as a trusted advisor for our customers.
  • ZenHub’s growth has tripled twice in the past two years and is continuing on an upward trend. You’ll have options to grow your career in multiple directions, all while learning about a product and industry that is constantly evolving.
  • You will partner with our Head of Sales to help with initial account setup and user onboarding.

Our Ideal Candidate:

  • Previous experience in a Customer Success, Experience, or Engagement position for a SaaS company or technical product.
  • Comfortable with and able to report on KPIs relevant to their work, such as: churn rate, conversion rate, customer happiness, feature usage, etc.
  • Matches their communications style to their audience. You may not be a developer, but you can speak to engineers in terms that matter to them; likewise, you have experience troubleshooting technical issues with non-technical users.  

How to Apply:

  • Please include your resume and a cover letter.
  • Also, please answer the following (250 words max):

    What do you think is the most important aspect of customer onboarding and why?

More about Axiom Zen

We have a relentless drive to ensure our team members are growing and happy. We offer competitive compensation, unlimited vacation, holistic initiatives, a speaker’s travel budget, and more.

You’ll be working with a diverse team of colleagues from 31 countries. Our team of ~80 creatives includes published authors, over a dozen former founders, and decades of collective experience beating the odds at companies like Apple, Google, Facebook, and Tesla.

Named one of Canada's Most Innovative Companies by Canadian Business, Axiom Zen’s work has been featured in TIME Magazine, The New York Times, and Fast Company.

We’re the parent company of Hammer & Tusk, a leader in the world of immersive experiences (AR/VR) and the Midas Guide, an online community focused on blockchain and cryptocurrency.

Thank you for applying to Axiom Zen!

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