Digital Customer Success Manager

ScalePad

Customer Success Manager responsible for delivering support and driving satisfaction for digital partners. Engage with customers to ensure timely resolutions and foster growth opportunities.

Posted 4/26/2026full-timeMarkham • 🇨🇦 CanadaJunior💰 CA$75,000 - CA$95,000 per yearWebsite

About the role

Key responsibilities & impact

Serve as the primary point of contact for digital customers, managing inbound requests across education and training, contract and billing inquiries, and escalations.
Proactively engage high-impact customers identified through customer scoring.
Lead revenue retention conversations, owning digital deal execution end-to-end.
Own churn-save decisions independently for digital customers.
Act as the bridge between automated digital engagement and personalized customer interactions.
Track and report on key segment metrics, including churn rate, save rate, and expansion MRR.

Requirements

What you’ll need

1+ years in B2B customer success, account management, or professional services.
Demonstrated ability to manage a large, diverse portfolio without dropping threads.
Comfort owning commercial conversations: renewals, growth, mid-term risk, and a monthly performance target.
Sharp prioritization instincts.
Strong written and verbal communication.
Working experience with HubSpot and Gainsight (or a comparable CS/CRM stack).
Actively uses AI tools to manage workload.

Benefits

Comp & perks

Share in our success through our Employee Stock Ownership Plan (ESOP) and RRSP matching.
Parental leave programs are in place to support you and your family when it matters most.
Join opt-in mentorship programs and learn directly from founders and senior leaders who’ve scaled multiple SaaS ventures.
Access an annual professional development budget to level up your skills, your career, and your impact.
Work with brand new, top-of-the-line hardware and equipment so you can do your best work.
Receive a monthly stipend to help you create an effective hybrid or remote work environment.
Take care of yourself with 100% employer-paid benefits.

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills & Tools

B2B customer successaccount managementprofessional serviceschurn rate trackingsave rate trackingexpansion MRR tracking

Soft Skills

communicationprioritizationcustomer engagementproblem-solvingrelationship management