Customer Success Manager

Africa Bright

Customer Success Manager taking ownership of a 100 to 120 account portfolio for Ekwa Marketing. Collaborating with teams and managing client relationships in a remote-first environment.

Posted 5/1/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Take ownership of a portfolio of approximately 100 to 120 existing Ekwa accounts.
Manage end-to-end account health — engagement cadence, performance reviews, escalation management, and proactive risk identification.
Conduct quarterly business reviews with key stakeholders, anchored in ROI and the value Ekwa is delivering against their goals.
Own the renewal process, addressing cancellation risks early and hitting retention targets.
Identify and close opportunities for upsell, cross-sell, additional services, and new locations.
Generate referrals, reviews, and case-study-worthy wins from your book.
Partner with SEO, paid media, content, and web teams to translate strategy into delivery.
Maintain clean, accurate account data, notes, and pipeline information in HubSpot.

Requirements

What you’ll need

Minimum 3 years in a customer success, account management, or strategic client-facing role — agency or SaaS background preferred.
Demonstrated track record of hitting retention and expansion targets across a meaningful book of business.
Fluency in performance marketing concepts and a willingness to go deep on Ekwa's stack — SEO, Google Ads, GA4, Search Console, and conversion tracking.
Confidence running a QBR with a senior client stakeholder — whether that is a practice owner, marketing director, or executive sponsor.
Excellent organizational and prioritization skills.
Comfort with ambiguity and autonomy.
Proven ability to handle difficult conversations — at-risk renewals, performance pushback, and pricing discussions — without losing the relationship.
Post-secondary education or equivalent work experience.

Benefits

Comp & perks

Competitive base salary plus performance-based variable tied to retention and expansion outcomes
Remote-first work environment with overlap expected during North American business hours

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementperformance marketingretention targetsexpansion targetsupsellcross-sellquarterly business reviewsconversion tracking

Soft Skills

organizational skillsprioritization skillsconfidencerelationship managementhandling difficult conversationsautonomycomfort with ambiguity