commonsku

Customer Success Manager

commonsku

full-time

Posted on:

Location Type: Remote

Location: Canada

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Salary

💰 CA$70,000 - CA$85,000 per year

About the role

  • Act as the main point of contact for a portfolio of customers, building trust through regular communication, proactive health monitoring, and quarterly business reviews.
  • Promote new and existing features to ensure customers are realizing the full potential of their licenses and the commonsku platform.
  • Identify opportunities for feature adoption and package upgrades, while managing renewals and resolving issues to reduce churn.
  • Serve as the voice of the customer by sharing feedback with Product and Engineering, and partner with Marketing to highlight customer success stories.
  • Contribute to the evolution of our success strategy by optimizing workflows, implementing new tools, and participating in internal projects to enhance the client experience.
  • Act as a spokesperson for commonsku at webinars and in-person events to help our 'skummunity' grow their businesses.

Requirements

  • 3+ years of experience in customer success, account management, or a related role, ideally within a SaaS environment.
  • An analytical mindset with the ability to troubleshoot and make data-driven decisions regarding account health and feature adoption.
  • Strong technical comfort using tools such as CRM (Salesforce/HubSpot), customer success platforms, and project management software.
  • Exceptional prioritization skills with the ability to manage multiple accounts and deliver on deadlines in a fast-paced environment.
  • Comfort working independently and asynchronously, while also prioritizing collaboration and connection with people.
  • Resilience in a changing environment, with the ability to manage multiple accounts and prioritize tasks effectively during rapid scaling.
  • Experience (or excitement for) working with AI.
  • Bonus Points for: Familiarity with the promotional products industry or creative agencies.
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
customer successaccount managementdata-driven decision makingfeature adoptiontroubleshootinganalytical mindsetproject management
Soft Skills
communicationtrust buildingprioritizationresiliencecollaborationindependenceadaptability