Customer Success Manager

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

📋 Description

• Oversee a substantial portfolio of SMB and mid-market accounts.

• Enhance engagement through automated touchpoints instead of manual follow-ups.

• Prioritize accounts based on overall health, risk factors, and potential opportunities.

• Guarantee successful customer launches and swift realization of value.

• Continuously monitor usage and proactively step in when accounts show signs of stagnation.

• Collaborate with the onboarding team to ensure seamless and consistent transitions.

• Create and implement scalable programs, encompassing email campaigns, webinars, and in-app engagement strategies.

• Develop repeatable playbooks for onboarding, customer adoption, and renewals.

• Persistently refine processes to efficiently support a growing customer base.

• Recognize at-risk accounts by analyzing health indicators.

• Minimize churn and enhance customer outcomes through proactive measures.

• Facilitate renewals by maintaining ongoing engagement and reinforcing value.

• Utilize Vitally, Intercom, and CRM data for effective account management.

• Monitor adoption rates, engagement levels, churn risk, and retention metrics.

• Provide insights aimed at improving products, processes, and overall customer experience.

⛳️ Requirements

• 2–4 years of experience in Customer Success, Account Management, or a related customer-facing position, preferably in a SaaS or B2B technology environment.

• Proven experience managing a high-volume business portfolio.

• Strong operational mindset.

• Proficient in data analysis and trend identification.

• Familiarity with Vitally, Intercom, HubSpot, or Salesforce.

• Experience in developing or refining Customer Success playbooks and automation workflows.

• Proactive communicator with excellent organizational abilities.

• Capability to balance speed, quality, and scalability.

• Ability to work both independently and as part of a team.

• Technical, analytical, results-oriented, and adept at multitasking in a dynamic environment.

• Strong skills in organization, administration, writing, phone communication, and overall interaction.

• Fluent in English, both spoken and written.

• Must have a personal workstation, computer, and headset.

• Reliable and high-speed internet connection is required.

• Willingness to work standard business hours aligned with Pacific time.

• Openness to undergoing employment reference, criminal background, and credit checks.

• A valid government-issued photo ID is necessary during the onboarding process.

• An updated resume in English, formatted as PDF or Word document is required.

🏝️ Benefits

• Comprehensive training program along with regular performance assessments.

• Competitive salary based on experience and demonstrated capabilities.

• Incentive-based referral programs with bonuses.

• Discounts on products when utilizing company offerings for personal business needs.

• Opportunities for personal growth and development.

• A diverse global workforce with multicultural colleagues.

• Company-provided software may be available for personal use and download.