NiceJob

Account Manager

Full-Time in Vancouver, BC - Mid Level - Customer Success

**Takes one minute to apply & you can interview right away - no cover letter required!**

Something made you click on this job post. Whether you're unemployed, unhappy in your current role, or just looking for a new challenge, this job description is for you.

We’re here to help!

But first, a little about us.

About NiceJob

NiceJob helps great companies get the reputation they deserve. Our platform makes it easy to get more reviews, referrals and sales.

Since being founded in January 2017 NiceJob has become one of Canada's fastest-growing startups. We've grown over 200% YOY and have expanded our team to 28 incredibly talented people. We were recognized as a top 2 startup by New Ventures BC in 2019 and were on the Ready to Rocket list for fastest growing companies. We're 100% bootstrapped and profitable.

When you’re offered a seat on a rocket ship, normally you don’t ask what seat, you just get on. But here at NiceJob, we look for incredible talent at every level, hiring people who are looking for careers, not jobs. Innovation is our blood, and we’re redefining what it means to grow and market a business. We’re building a world where the businesses that truly care about their customers and do great work will win over those that don’t.

Want your seat? Read on below.

Need more convincing? Learn more about careers at NiceJob here: https://get.nicejob.co/careers


Job Summary

The Customer Success team is responsible for the lifecycle of our users: Coaching them to success with the product and creating “7-star” memorable experiences.

The Account Manager will be an expansion MRR (upsells) expert, focusing on both retaining and upselling large accounts (Multi-seat users). These will primarily be franchisees through the Relationships (sales) team and Agency resellers through the Partnerships team, but will also include single seat users who are identified as upsell opportunities.

As an Account Manager on the Customer Success team (reporting to the Customer Success Manager) you will build relationships with our users through video, phone, email, and live chat. Coaching them on how to grow their businesses, supporting them to optimize their accounts, and solving issues as they arise.

Keep in mind, these are entirely subject to change based on where you get the most results. It’s a startup. You have to be adaptable and we’re open to that. Here goes:

  • Retain, activate, coach, and support franchises and other large accounts using NiceJob products to create multi-seat opportunities for the sales team
  • Retain, activate, coach, and support agency partners (Resellers or White Label) to encourage them to purchase more seats and aid them in selling the ones they’ve purchased
  • Lead the customer success team function of identifying and proactively executing on upsell opportunities (for single-seat and larger multi-seat clients)
  • Writing and testing content for automated upsell emails and in-app messages to improve our upsell rates
  • Provide product feedback to internal product teams on behalf of Multi-seat users
  • Surprise and delight our customers to generate referrals
  • Regular (Weekly and/or monthly) check-ins with multi-seat users/partners
  • Work with the Relationships (sales) Manager and Partnerships Manager as their go-to implementation lead for large accounts and franchises.
  • Automating processes within the broader customer success department to reduce reactive functions, especially for larger accounts and partners.
  • Routing incoming contacts to the correct NiceJob stakeholders

You’ll need to be eager and ready to work hard. We’re moving fast, and that means doing a lot more in less time. Still, work-life balance is important so you won’t be taking on more than is reasonable to accomplish within normal working hours.

Who You'll be Working With

You’ll primarily be working with the Customer Success Manager and our two Activations Specialist, Joanna and Alastair.

Learn more about the Customer Success team here.

What's In It For You

The Basics:

  • 💰$65,000-75,000 (depending on experience) Base Salary
  • 📈 Equity (ownership in the company)
  • 🛋Flexible work hours out of our Gastown office - currently remote
  • 🏝Unlimited paid vacation with an enforced 2 week minimum
  • 💥 Ability to make an impact
  • 🏥 A great benefits package (80-100% coverage on many things. with no monthly premiums for employees)
  • 😎 Fast-track career path to management, depending on interest/abilities (as we grow, new hires in these fields will more often report to existing employees)

The Culture:

  • 🎉 We’re fun. We’re friendly. What more could you ask for. ;)
  • 😍 You’ll get to help people, and people will help you. We all genuinely care and are passionate about helping other people more than just ourselves.
  • 🏆 You’ll be recognized and respected because we’re a company devoted to helping get the reputation they deserve. That means you too.
  • 🌎We’re proud to have a diverse team. Over half of our staff in office are women, and our team comes from all walks of life, different countries, ethnicities, ages, languages and experiences.
  • 🎓 Strong employee development (mentorship) with others from top universities and brilliant self-taught learner, in a culture of humility.
  • 👑 Hierarchy Schmhierarchy. We let you be your own boss here, we’re just here to keep you on track and give direction. You'll Also get to work closely with the leadership team.

You can learn more about our culture here on our 16 page culture outline.

You can also learn more about life at NiceJob and other tech startup jobs we have open here.

Role Requirements

There’s no cookie cutter model of the perfect applicant, so anyone can apply.

As long as you think you have either the necessary skills, or the ability to learn them very quickly to do this role, you’re good. We care about your ability to execute, not your experience - though it certainly can be an indicator.

That said, if this role is local, you must be legally allowed to work in Canada, with the intent of staying local for the long term.

Additionally, the ideal candidate is probably…

  • Persuasive & charismatic
  • High energy
  • Highly organized
  • Natural marketing ability
  • Understanding of Marketing principles and best practices
  • Good logical thinking to reason through technical issues
  • Excellent in 1 to 1 communication
  • Excellent phone skills
  • Excellent typing communication skills
  • Experience in account management in a similar role, preferably SaaS

Want to learn more about the Customer Success team here at NiceJob? Find everything you’d want to know here.

Training and your First Month

We may be a startup, but we’re not just going to throw you into the deep end and expect you to swim. We’ll give you floaties too. 😉

Jokes aside, here’s what’s in store for you:

Pre-start date: You’ll go over some material about the company and our product, which we’ll discuss once you start.

  1. Pre-start date: You’ll go over some material about the company and our product, which we’ll discuss once you start.
  2. First week: You’ll spend your time learning the product, our industry, and, depending on your role, talking with customers to learn what makes them tick. You’ll use this info to help formulate a plan moving forward in week 2.
  3. Second week: You’ll begin any occupational skills training we have for you. We’ll run you through our existing systems, processes, what’s worked so far and what hasn’t, and your team leader will work with you to develop a plan moving forward.
  4. Third week: You’ll be starting to work on executing on easy wins to test the waters and put your plan in place. You’ll be mostly independent by this point.
  5. Fourth week and beyond: You’ll put your plan into place, and we’ll see what happens! You’ll be given the autonomy to make decisions, but will be held accountable to the results as well.

Can Interview Immediately

It takes one minute to apply & you can interview right away - no cover letter required!

1. Apply with your resume:

  • We'll have our systems analyze it, and if it looks like you're a good fit, you'll instantly be emailed step 2.

2. Motivation/Goal Fit Video Interview:

  • We'll ask you a few questions about who you are and why you'd like to join us. Record your video responses and we'll check them out ASAP. Don't worry about dressing up.

3. Culture Add Video Interview:

  • If your initial videos look good, we'll invite you to do a second round of video interview questions to see if you'd be a good culture fit for the company.

4. In-Office Introductions:

  • If you make it this far, it's time we really got to know each other! You'll come to see if you like our Gastown office and we'll sit down and have a chat together. Hopefully you'll be our next team member!

Read about how our hiring process works here: https://get.nicejob.co/careers#interview-process


Proudly an Equal Opportunity Employer

At NiceJob, we don’t just accept diversity — we celebrate it, we encourage it, and we thrive on it for the benefit of our employees, our products and our community.

We are committed to fostering belonging through a diverse and inclusive workplace.

  • We do not discriminate against any race, gender, religious affiliation, ethnicity or any other demographic - instead, we celebrate diversity.
  • We don't ask or pay people based on what they used to make. We pay people what they're worth. To resolve this, we benchmark positions against industry rates and then beat them to attract and retain the best talent.
  • Lastly, we hire for culture add, not culture fit so that we can gain unique skills, viewpoints, and ultimately innovation.

Still not sold? Read our reviews.

Find out what our customers are saying here, and read our Glassdoor reviews here.

What are you waiting for, apply now!



Frequently Asked Questions

I’d like to learn more about the company and ask some questions, can I give someone a call?

  • Due to the volume of applicants we have, we typically don’t take calls until AFTER someone has applied and typically not until they’ve passed the first set of video questions: the Motivation/Goal Fit Video Interview. That said, if a question you have CANNOT be answered here:https://get.nicejob.co/careers, on this job description, or otherwise on our website, please email us, and we’d be happy to answer it for you. If for whatever reason we can’t easily over email, we’re happy to give you a call.
  • In some special cases we will call and discuss the role with a candidate whom we have sourced via recruiter or through our own outreach.

The videos interview recordings aren’t working for me, what do I do?

  • The applicant tracking and interviewing system we have is great. It does what we need it to do, and the system has worked great thus far for helping us process people faster, and giving candidates a platform to showcase themselves beyond a resume, allowing us to find talent we might otherwise have missed. That said, sometimes the software doesn’t work, and there’s not much we can do about. In those cases, we recommend trying on a different device (mobile sometimes has internet connectivity issues that cause problems), a different browser, clearing your cache and turning off extensions, or, if all that fails, you may respond back to the interview email with a private Youtube video link or similar recording for us to review, this is however not preferred.

I don’t want to do a video interview, can I just come in instead?

  • Unfortunately no. We have to process everyone the same way or it’s not fair to other candidates, and it’s important for us and for you that we do the proper due diligence through our questions. You want to work somewhere with extraordinary people, and this is how we accomplish that. You can however take as long as you want to complete your videos, and you may re-record your answers until you’re comfortable with them. We want confident candidates, and you don’t want to show your face that could be a red flag.


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