Customer Success Manager

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

📋 Description

• Serve as the primary contact for a portfolio of retail and hospitality brands.

• Assist brands in deriving genuine value from Marsello.

• Analyze customer health metrics to proactively mitigate churn.

• Transform data insights into clear, actionable recommendations for brands.

• Conduct video conferences with customers to share best practices in loyalty, email, and SMS marketing.

• Advocate for customers internally and celebrate their successes.

• Maintain precise and current CRM notes.

• Collect feedback and feature requests for the Product team.

• Act as a trusted representative for beta features and early access initiatives.

• Respond to customer inquiries promptly and thoughtfully.

• Facilitate product training sessions as necessary.

• Keep abreast of the latest trends in marketing and customer success best practices.

⛳️ Requirements

• Over 3 years of experience in Customer Success or as an account manager in a marketing agency (or equivalent experience).

• Preferred SaaS B2B experience.

• A solid understanding of loyalty marketing and its benefits for brands.

• Experience in consultative, solutions-oriented selling.

• Proven track record of providing excellent remote customer experiences and minimizing churn.

• Proficient in using tools such as Intercom or HubSpot.

• Experience in retail is an added advantage.

• A degree in Marketing, Business, or a related field is beneficial, but not mandatory.

🏝️ Benefits

• Flexible remote working options.

• Additional leave on birthdays.

• Comprehensive healthcare benefits.