Scaled Customer Success Manager

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

📋 Description

• Take ownership of GRR and NRR objectives for your portfolio, proactively overseeing health scores and detecting risk signals before churn becomes a topic of discussion.

• Conduct regular business reviews (QBRs) to highlight ROI, align on objectives, and uncover expansion prospects across various teams and departments.

• Serve as a Trusted Advisor by recommending the appropriate Fellow plan and configuration tailored to each customer instead of merely taking orders.

• Quickly identify and direct upsell opportunities to Account Executives, providing warm context and timing to maximize the likelihood of closing deals.

• Act as the internal champion for your customers: bringing forth product feedback, escalating obstacles, and working collaboratively with Product and Engineering to shape the roadmap.

• Keep precise and comprehensive account notes in HubSpot, ensuring that the wider team maintains a clear understanding of account health, opportunities, and risks.

⛳️ Requirements

• 3+ years of experience in a Customer Success, Account Management, or Implementation role within a B2B SaaS environment.

• Demonstrated success in achieving retention and expansion goals (GRR, NRR, or similar metrics).

• Experience in promoting software adoption—particularly in organizations with 10-200+ users—and translating product features into measurable business results.

• Strong and convincing communicator, capable of leading EBRs, executive discussions, and product demonstrations.

• Data-oriented approach: utilizing dashboards and usage analytics to effectively prioritize your time and tailor your outreach.

• Familiarity with tools such as HubSpot, Intercom, or other comparable CRM/CS platforms.

• A genuine interest in AI and a passion for assisting teams in working more efficiently with new technologies.

• Proactive mindset with a strong sense of urgency—you don't wait for accounts to reach out to you.

🏝️ Benefits

• Competitive base salary aligned with industry standards and experience.

• Quarterly performance bonuses reaching up to $2,500, directly linked to KPI achievement (hit or miss structure).

• Remote-first culture featuring flexible working hours.

• Access to Fellow Pro—utilize the product you sell on a daily basis.

• A collaborative, low-ego team that truly invests in your development.