Customer Success Manager

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

📋 Description

• Take ownership of GRR and NRR objectives for your portfolio, actively managing health metrics and pinpointing risk indicators before churn becomes a discussion.

• Conduct regular business reviews (QBRs) to highlight ROI, align on objectives, and discover expansion possibilities across teams and departments.

• Serve as a Trusted Advisor - recommending the appropriate Fellow plan and configuration for each client rather than adopting an order-taker stance.

• Identify and promptly direct upsell opportunities to Account Executives, providing warm context and timing to enhance the likelihood of closing deals.

• Act as the internal champion for your clients: providing product feedback, escalating obstacles, and collaborating with Product and Engineering to shape the roadmap.

• Keep precise, comprehensive account notes in HubSpot to ensure the broader team has a clear understanding of account health, opportunities, and risks.

⛳️ Requirements

• Over 3 years of experience in a Customer Success, Account Management, or Implementation role within a B2B SaaS organization.

• A proven history of achieving retention and expansion targets (GRR, NRR, or equivalent).

• Experience in driving software adoption - particularly in organizations with 10-200+ users - and converting product features into measurable business results.

• Confident and persuasive communicator, adept at leading EBRs, engaging in executive discussions, and delivering product demonstrations.

• Data-driven mindset: utilizing dashboards and usage analytics to prioritize your efforts and tailor your outreach.

• Familiarity with tools such as HubSpot, Intercom, or similar CRM/CS platforms.

• A genuine interest in AI and a passion for enabling teams to work more efficiently with new technologies.

• Proactive approach and a strong sense of urgency - you do not wait for accounts to approach you.

🏝️ Benefits

• Competitive base salary aligned with industry standards and experience.

• Quarterly performance bonuses up to $2,500, directly linked to KPI achievement (hit or miss structure).

• Remote-first culture with flexible working hours.

• Access to Fellow Pro - utilize the product you sell on a daily basis.

• Collaborative, low-ego team that truly invests in your personal and professional growth.