Customer Success Manager – SMB

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

📋 Description

• Manage a portfolio of around 50–70 SMB accounts from initiation to renewal.

• Act as the main point of contact through Slack and the customer ticketing system.

• Promote customer health, adoption, and retention.

• Recognize upsell and expansion potential while identifying at-risk accounts.

• Oversee the complete customer onboarding process with an average implementation timeline of 30 days.

• Configure listings on AWS, GCP, and Azure Marketplace.

• Establish co-sell workflows, integrate CRM systems, manage private offers, and set up automations.

• Conduct 4–5 customer calls daily, including kickoffs, check-ins, walkthroughs, and troubleshooting sessions.

• Provide training sessions for customer teams.

• Address inbound customer inquiries and prioritize issues.

• Introduce customers to new platform features.

• Assist in renewal processes alongside the Account Management team.

• Keep detailed notes on accounts, implementation steps, and health tracking.

• Contribute to the creation of documentation, playbooks, and help center resources.

• Offer clear written responses to asynchronous customer inquiries.

• Participate in team syncs, biweekly customer success meetings, and product feedback sessions.

⛳️ Requirements

• 2+ years of experience in Customer Success, Account Management, or Technical Support, preferably in SaaS or cloud environments.

• Exceptional written and verbal communication skills in English.

• Strong organizational capabilities, with the ability to manage 50–70 accounts concurrently.

• Comfortable in a Slack-centric, asynchronous-first, fast-paced startup atmosphere.

• Self-motivated individual who can take initiative without excessive supervision.

• Detail-oriented with a customer-focused approach.

• Availability to work between 9 AM - 5 PM Eastern Time.

• Experience with cloud marketplaces such as AWS Marketplace, Google Cloud Marketplace, or Azure Marketplace.

• Familiarity with tools like ClickUp, Salesforce, HubSpot, or other similar Customer Success/CRM platforms.

• Background in technical implementations, product onboarding, or solutions engineering.

• Prior experience in an early-stage startup or a rapidly growing SaaS company.

🏝️ Benefits

• Meaningful equity.

• Competitive compensation.

• Remote work arrangement.

• Opportunity to manage the entire customer lifecycle.

• Chance to create a consumer-grade B2B sales experience.

• Collaborate with a strong, experienced team.

• Be part of a fast-growing team environment.

• Work for a well-funded company with ample runway.

• Enjoy a flat organizational structure.