Customer Success Manager

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Take ownership of and expand an established portfolio of B2B clients.

• Manage customer retention and renewals for the designated accounts.

• Facilitate customer communications, handle escalations, and conduct business reviews.

• Ensure request turnaround remains at or above the current standard.

• Identify stalled requests and engage Operations or the data team as needed.

• Perform timely business reviews, documenting outcomes and subsequent actions.

• Maintain accurate records of account owners, renewal dates, risks, and last-contact details.

• Develop strategic plans for inactive or less active accounts.

• Provide detailed account handovers when there are changes in accounts or products.

• Work collaboratively with Operations and Customer Support teams.

⛳️ Requirements

• Proven experience managing a named B2B customer portfolio with a focus on retention or renewal accountability.

• Capability to articulate a successfully saved renewal.

• Hands-on troubleshooting skills, including managing support tickets or data exports.

• Experience in handling sensitive personal or health information in compliance with PHIPA, PIPEDA, HIPAA, or similar privacy regulations.

• Excellent written communication skills tailored for sophisticated clients.

• Ability to navigate challenging customer communications without making unrealistic promises.

• Background check is mandatory for successful candidates.

• Completion of the Plum Discovery Survey behavioural assessment is required after application submission.

• Proficiency in French is advantageous for Quebec-facing accounts.

• Experience with law firms, insurers, or healthcare providers is a plus.

• Familiarity with medical records, claims, or litigation-support workflows is beneficial.

• Experience bridging customers with technical or data teams is an advantage.

• Knowledge of HubSpot is a bonus.

• Experience across multiple products is advantageous.

🏝️ Benefits

• Highly competitive salary and benefits package.

• Variable compensation linked to performance outcomes.

• Opportunities for growth and personal development.

• Chance to work closely with the company's founders and executive leadership.

• A collaborative and engaging company culture.

• A diverse and equal opportunity workplace.