Customer Success Manager – Tech Touch

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

📋 Description

• Create Scalable Onboarding Experiences: Design and sustain high-quality onboarding initiatives that enable customers to get started without needing a dedicated Customer Success Manager (CSM).

• Engage in a Shared Book of Business (Digitally): Primarily interact through scaled channels such as shared inboxes and automated touchpoints.

• Develop and Update Customer Resources: Generate and refine playbooks, help center articles, and onboarding checklists.

• Establish and Manage Automations: Identify chances to substitute manual outreach with intelligent, triggered workflows.

• Oversee Customer Health at Scale: Monitor adoption indicators and engagement data within your segment.

• Enhance Retention and Expansion Programmatically: Aid in retention and upsell results through timely and relevant digital interactions.

• Execute Scaled Customer Programs: Organize and implement regular programs like webinars and product updates.

• Collaborate Across Functions: Work in close partnership with Marketing, Product, and High Touch Customer Success teams.

• Measure and Enhance: Establish success metrics for the programs you manage and iterate based on data and feedback.

• Provide Pre-Sales Support When Necessary: Occasionally support the Sales team with inquiries regarding onboarding expectations.

⛳️ Requirements

• 2+ Years in a Customer-Facing SaaS Role: You possess experience in Customer Success, Account Management, or a related area within a SaaS organization.

• Builder Mentality: You proactively create systems to prevent issues rather than merely responding to them.

• Strong Written Communicator: Your written communication is concise, warm, and effective.

• Data-Driven: You are comfortable working with customer health analytics, adoption metrics, and engagement signals.

• Technically Curious: You quickly adapt to new tools and platforms.

• Project Management Skills: You can independently scope, plan, and execute medium to large-scale projects.

• Collaborative and Open to Feedback: You excel in team settings and actively seek constructive criticism.

🏝️ Benefits

• Fully covered health and dental insurance (no waiting period) plus a $500 health spending account.

• Monthly reimbursement for fitness, wellness, or mental health initiatives.

• Meaningful equity: Every full-time, permanent employee has a stake in our growth.

• Growth through merit: Promotions are based on contributions, initiative, and the ability to elevate standards collectively.

• Transparent culture: Clear expectations, honest feedback, and a politics-free environment.

• Social connection: From So-learns to Solink-o and So-lunches, we maintain our connections in enjoyable ways.