Customer Success Manager

Marsello

Customer Success Manager at Marsello enhancing loyalty for retail and hospitality brands through personalized marketing. Managing customer relationships and improving retention and engagement metrics.

Posted 7/14/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Success and account management, with a strong focus on loyalty marketing and delivering exceptional remote customer experiences. Proficient in using CRM tools and providing actionable insights to enhance brand value.

Highest-signal resume keywords

Customer Success ManagementLoyalty MarketingConsultative SellingSaaS B2B ExperienceRemote Customer Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Health Data AnalysisChurn PreventionProduct TrainingSolutions-Based SellingFeedback Gathering

Soft Skills

CommunicationProactive Problem SolvingCustomer AdvocacyCollaboration

Tools & Technologies

IntercomHubSpot

Industry Keywords

RetailHospitalityEmail MarketingSMS MarketingCustomer Success Best Practices

About the role

Key responsibilities & impact

Be the go-to person for a portfolio of retail and hospitality brands
Help brands get real value out of Marsello
Review customer health data and prevent churn proactively
Turn data into clear, actionable advice for brands
Run video calls with customers to share best practices in loyalty, email, and SMS marketing
Champion customers internally and celebrate their wins
Keep CRM notes sharp and up to date
Gather feedback and feature requests for the Product team
Be a trusted voice for beta features and early access programs
Answer customer questions with speed and care
Run product training sessions when needed
Stay on top of the latest in marketing and customer success best practice

Requirements

What you’ll need

3+ years in Customer Success, or as an account manager in a marketing agency (or equivalent experience)
SaaS B2B experience preferred
An understanding of loyalty marketing and the value it brings to brands
Experience with consultative, solutions-based selling
A track record of delivering great remote customer experiences and reducing churn
Comfort using tools like Intercom or HubSpot
Retail experience is a bonus
A degree in Marketing, Business, or a related field is a plus, but not essential

Benefits

Comp & perks

Remote working
Birthday leave
Healthcare benefits