CRM Manager
Employment Hero
Customer Success Team Lead
Amplify
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇦 Canada
Visit company websiteJob Level
Senior
About the role
- Lead, mentor, and manage a team of Customer Success Managers to ensure exceptional customer experiences and consistent goal achievement.
- Oversee the customer lifecycle, from onboarding to renewal, driving adoption, retention, and expansion.
- Develop and refine playbooks, processes, and metrics to improve customer satisfaction and efficiency.
- Partner with Product, Sales, and Marketing teams to surface customer insights, influence roadmap priorities, and align on company-wide initiatives.
- Identify at-risk accounts and proactively implement strategies to increase engagement and reduce churn.
- Establish scalable systems for tracking key metrics including NPS, churn, and account growth.
- Champion a customer-centric culture across Amplify and continuously raise the bar for excellence in service delivery.
Requirements
- 4+ years of experience in customer success, account management, or client services within a SaaS or e-commerce environment, including 1+ year in a leadership role.
- Strong understanding of e-commerce platforms (especially Shopify) and experience supporting online merchants.
- Excellent communication and interpersonal skills - you build trust quickly and know how to motivate teams and clients alike.
- Proven track record of improving customer retention, driving adoption, and scaling success operations.
- Data-driven mindset with comfort using CRM and CS platforms (e.g., HubSpot, Vitally, or Gainsight).
- Exceptional organizational and leadership skills with the ability to thrive in a fully remote, dynamic startup.
Benefits
- Competitive compensation and growth opportunities in a fast-scaling startup
- A fully remote work environment with flexible scheduling
- A collaborative, supportive international team culture
- Access to top-tier tools and professional development resources
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementclient servicescustomer retentionadoption strategiessuccess operationsdata-driven mindsetmetrics trackingprocess improvementplaybook development
Soft skills
communication skillsinterpersonal skillsleadership skillsorganizational skillsteam motivationtrust buildingcustomer-centric culturedynamic adaptabilityremote work proficiencyexcellence in service delivery
