commonsku

Senior Customer Success Manager

commonsku

full-time

Posted on:

Location Type: Remote

Location: Canada

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Salary

💰 CA$87,500 - CA$95,000 per year

Job Level

Senior

About the role

  • Drive Relationship Success: Act as the primary strategic partner for a portfolio of customers.
  • Host business reviews to align their goals with commonsku’s evolving features and promote new and existing feature adoption, ensuring customers maximize the value of the platform and their licenses.
  • Lead Enterprise Growth: Onboard and train new enterprise accounts to ensure a seamless start, and serve as the dedicated CSM for accounts converting to our Enterprise tier.
  • Technical Partnership: Liaise and advise customers on API and webhook functionality, explore integration ideas and visions to help them achieve their platform objectives, troubleshoot technical hurdles and provide regular customer feedback to Product teams to enhance future functionality.
  • Growth & Retention: Monitor account health and pursue opportunities for deeper feature adoption and package upgrades to reduce churn and increase "stickiness."
  • Voice of the Customer: Collect and share customer feedback with Product and Engineering to influence the roadmap and partner with Marketing for case studies and community stories.
  • Strategic Evolution: Participate in internal projects to optimize success workflows, such as automating tasks and enhancing the overall client experience.

Requirements

  • 3+ years of experience in customer success, account management, or a related role, ideally within a SaaS or tech company.
  • Analytical & Technical Aptitude: Comfort troubleshooting API/webhook issues and using data-driven insights to manage account health (experience with CRM/CS tools like Salesforce or Gainsight is a plus).
  • Exceptional Communication: The ability to build deep rapport with customers and act as a spokesperson for commonsku at industry events and webinars.
  • Comfort working independently and asynchronously, while also prioritizing collaboration and connection with people.
  • Experience (or excitement for) working with AI.
  • Familiarity with the promotional products industry or creative agencies (bonus).
  • Ability to build non-production Proof of Concept (PoC) versions as needed (bonus).
Benefits
  • Remote-first culture (with plenty of excellent in-person experiences sprinkled in)
  • Company-wide closure between December 25th and January 1st
  • Health and dental benefits, including a $1,000 healthcare spending account
  • RRSP/TFSA contributions up to $3,000 a year (no employee contribution required!)
  • Twice-yearly company wide summits (we call it HQ and you’ll love it)
  • A delightful team of smart people who are good at what they do
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
API functionalitywebhook functionalitydata-driven insightscustomer successaccount managementProof of Concept (PoC)feature adoptiontroubleshootingSaaS experiencetechnical aptitude
Soft Skills
exceptional communicationrelationship managementcollaborationindependent workanalytical thinkingcustomer advocacyrapport buildingstrategic thinkingproblem-solvingadaptability