Customer Success Manager, CX

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

📋 Description

• Oversee a diverse portfolio of Enterprise and Commercial clients utilizing a scalable, one-to-many engagement strategy.

• Provide value through various digital channels, such as webinars, email marketing, in-app messaging, and group sessions.

• Track and respond to customer health indicators (usage, engagement, sentiment) to proactively address risks and enhance adoption.

• Implement playbooks and workflows to facilitate onboarding, product adoption, renewal readiness, and expansion opportunities.

• Assist customers in reaching their objectives through structured success journeys and best practice recommendations.

• Identify and escalate accounts that are at risk or present high-impact opportunities for Sales or higher-touch Customer Success support.

• Keep accurate records in the customer success platform (e.g., Planhat), including engagement levels, risks, and lifecycle stages.

• Contribute to the creation and enhancement of scaled Customer Success programs, content, and automation processes.

• Collaborate across departments with Sales, Support, Product, and Marketing to enhance the overall customer experience.

⛳️ Requirements

• 1-3 years of experience in Customer Success, Account Management, or similar SaaS roles.

• Experience overseeing high-volume account portfolios or operating in a scaled/tech-touch model.

• Excellent communication skills, capable of engaging customers effectively in one-to-many settings.

• A data-driven approach—proficient in analyzing usage data and customer signals to guide actions.

• Highly organized with the ability to manage multiple priorities simultaneously.

• Proactive, solution-oriented, and adaptable to a fast-paced, changing environment.

• Familiarity with CRM/Customer Success platforms (e.g., Planhat, Salesforce).

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Remote work options