Customer Success Manager
Martell Mumm Perrier-Jouët
full-time
Posted on:
Location Type: Remote
Location: Canada
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Salary
💰 CA$60,000 - CA$75,000 per year
About the role
- Welcome new customers and schedule onboarding/activation calls within 24 hours of signup.
- Monitor usage dashboards daily and reach out to customers who have been inactive for more than 3 days (reactivation outreach completed by 1PM).
- Respond to all customer questions and support requests within 24 business hours. For urgent issues, respond or acknowledge within 2 business hours.
- Capture questions, trends, and best practices in the knowledge base (minimum of 1 meaningful entry per day).
- Record all customer communication notes and updates in the CRM before the end of each business day.
- Conduct proactive activation check-ins with all assigned customers (goal: every customer is touched at least once weekly).
- Ensure all new customers have completed Autopilot setup or have a scheduled setup session (no customer remains unscheduled for longer than 5 days).
- Follow up with any customers who have not booked their onboarding and drive them to schedule.
- Publish a weekly internal status report summarizing wins, risks, blockers, and next steps every Friday by 3 PM.
- Review customer progress and adherence and identify where coaching, guidance, or intervention is needed.
- Review the full customer book and identify expansion opportunities, testimonial opportunities, and accounts that need support.
- Update onboarding playbooks, support scripts, and knowledge base entries based on new learnings.
- Meet with product/ops monthly to discuss recurring friction patterns or feature opportunities.
- Generate at least two client success stories or testimonials per month.
Requirements
- 2+ years in customer success, account management, or client experience (ideally in B2B SaaS)
- Strong communication skills, you can simplify the complex and teach with clarity
- Data-driven: you understand how to track metrics like usage, churn, and LTV
- Self-motivated and able to manage your own projects in a remote environment
- Empathy for creators and small teams and excitement about helping them grow
- Experience supporting SaaS tools in the CRM, AI, or sales automation space (preferred)
- Familiarity with tools like Intercom, Google Docs, GoHighLevel and Slack (preferred)
Benefits
- Competitive salary
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementclient experiencedata trackingmetrics analysisusage trackingchurn analysisLTV analysisonboardingreactivation outreach
Soft skills
communicationself-motivatedproject managementempathyclarity in teachingproactiveorganizationalproblem-solvingcollaborationadaptability