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

• Recognize and escalate accounts that are at risk or present high-impact opportunities for Sales or more personalized Customer Success support

• Ensure accurate data management within the customer success platform (e.g., Planhat), including tracking engagement, risks, and lifecycle stages

• Contribute to the creation and enhancement of scalable Customer Success programs, content, and automated workflows

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

⛳️ Requirements

• 1-3 years of experience in Customer Success, Account Management, or related SaaS positions

• Proven experience managing high-volume account portfolios or operating in a scaled/tech-touch environment

• Excellent communication skills, with the capability to effectively engage customers in one-to-many settings

• A data-driven approach—comfortable analyzing usage data and customer signals to guide actions

• Highly organized with the capacity to manage multiple priorities simultaneously

• Proactive, solution-focused, and adept at thriving in a fast-paced, dynamic environment

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

🏝️ Benefits

• Competitive salary and performance-based bonuses

• Comprehensive health, dental, and vision insurance

• Flexible work hours and remote work options

• Professional development and growth opportunities

• Collaborative and inclusive company culture