Customer Success Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Assume responsibility for a portfolio consisting of approximately 100 to 120 current Ekwa accounts.

• Oversee comprehensive account health, including engagement schedules, performance assessments, escalation management, and proactive risk detection.

• Conduct quarterly business reviews with key stakeholders, focusing on ROI and the value Ekwa is providing in relation to their objectives.

• Manage the renewal process by proactively addressing cancellation risks and achieving retention targets.

• Identify and secure opportunities for upselling, cross-selling, additional services, and new locations.

• Generate referrals, reviews, and notable case-study successes from your portfolio.

• Collaborate with SEO, paid media, content, and web teams to convert strategy into actionable results.

• Keep account data, notes, and pipeline information in HubSpot accurate and up to date.

⛳️ Requirements

• At least 3 years of experience in customer success, account management, or strategic client-facing roles, preferably within an agency or SaaS environment.

• Proven history of achieving retention and expansion goals across a significant portfolio of business.

• Strong understanding of performance marketing concepts and a commitment to deeply engage with Ekwa's tools — including SEO, Google Ads, GA4, Search Console, and conversion tracking.

• Comfortably conduct a QBR with senior client stakeholders, such as practice owners, marketing directors, or executive sponsors.

• Exceptional organizational and prioritization abilities.

• Ability to thrive in ambiguous situations and work independently.

• Demonstrated capability to manage challenging conversations involving at-risk renewals, performance objections, and pricing discussions while maintaining strong relationships.

• Post-secondary education or equivalent professional experience.

🏝️ Benefits

• Competitive base salary with performance-based incentives linked to retention and expansion results.

• Remote-first work culture with expected availability during North American business hours.