Customer Success Manager - SMB

Accountabilities:

• • Manage a large portfolio of SMB customers, serving as the primary point of contact and building strong, long-term relationships with users and key stakeholders.
  • Maximize customer value by helping accounts adopt the platform effectively and achieve measurable business outcomes.
  • Drive product adoption through proactive engagement, education, value reviews, and targeted customer success initiatives.
  • Own customer retention and renewal activities, proactively identifying risks and developing corrective action plans to prevent churn.
  • Monitor customer health, usage patterns, and engagement data to identify opportunities for intervention, productivity gains, and expansion.
  • Leverage AI-powered tools, automation, and customer analytics to manage a broad portfolio efficiently while maintaining consistent customer value.
  • Resolve customer issues by coordinating with Support, Product, Sales, and other internal teams to ensure timely and effective outcomes.
  • Use customer feedback, usage data, and account insights to inform customer strategies and contribute to improvements in the overall experience.
  • Identify opportunities to expand customer relationships and support advocacy initiatives, including testimonials, references, and case studies.
  • Collaborate cross-functionally with Sales, Marketing, Product, and other teams to align customer objectives with broader business priorities.
  • Maintain accurate account information, activity, renewal data, and customer health indicators using relevant CRM and customer success systems.

  Requirements:

  • 2+ years of experience in Customer Success or Account Management, ideally within a B2B SaaS or technology environment.
  • Demonstrated success managing multiple customer accounts while maintaining a high standard of customer experience.
  • Experience managing renewals, identifying churn risks, and developing strategies to protect customer retention.
  • Strong customer-facing and presentation skills, with confidence communicating with executives, business leaders, and other stakeholders.
  • Ability to understand customer pain points and connect product capabilities to practical solutions and measurable business outcomes.
  • Strong written and verbal communication skills, with the ability to adapt messaging to different audiences and communication channels.
  • Intermediate proficiency with Google Sheets and/or Microsoft Excel, including the ability to work with customer and performance data.
  • Strong analytical and problem-solving abilities, with a proactive approach to identifying risks and opportunities.
  • Comfortable working efficiently across a large customer portfolio and prioritizing activities based on customer impact and business value.
  • Collaborative mindset with the ability to work effectively with Sales, Marketing, Product, Support, and other internal teams.
  • Familiarity with customer success and business tools such as Vitally, Salesforce, and Slack is highly desirable.
  • A bachelor's degree in Accounting, Business, Communications, Information Technology, Finance, Psychology, or a related discipline is preferred.
  • A customer-first mindset, strong ownership, adaptability, and a commitment to continuous learning.

  Benefits:

  • Base salary: $74,000–$82,000 CAD annually.
  • Flexible paid time off, with employees encouraged to take approximately three weeks per year to recharge.
  • Company-paid medical coverage for eligible employees and spouses/partners and dependents.
  • Company-paid dental and vision coverage for eligible employees and spouses/partners and dependents.
  • Fully company-funded short- and long-term disability coverage.
  • Company-paid life insurance.
  • 401(k) with company matching, where applicable.
  • Flexible Spending Account (FSA).
  • Up to 8 weeks of paid parental leave.
  • Work-from-home stipend to support remote work.
  • Global exposure, with the opportunity to collaborate across teams in Canada, the US, Australia, New Zealand, the UK, and the Philippines.
  • Learning and development: Work alongside experienced, high-performing professionals in a collaborative environment.
  • Growth opportunities: A culture that invests in employee development and supports internal advancement for high performers.
  • Inclusive workplace: A diverse, team-oriented environment focused on collaboration, feedback, and continuous improvement.