Customer Success Manager - SMB

Customer Success Manager - SMB

This role is an opportunity to manage a high-volume portfolio of SMB customers within a fast-growing B2B SaaS environment. You'll serve as a trusted customer partner, helping businesses maximize product adoption, realize measurable value, and achieve long-term success. The position combines relationship management with a highly data-driven and efficient approach to customer success. You'll use automation, AI-powered tools, and usage analytics to identify customer needs, surface risk signals, and create proactive engagement opportunities. A key focus will be protecting retention, managing renewals, reducing churn, and identifying opportunities for customer growth and advocacy. You'll collaborate closely with Sales, Marketing, Support, and Product to resolve issues and continuously improve the customer experience. This is a strong opportunity for a customer-focused SaaS professional who thrives in a high-performing, globally distributed, and collaborative team.

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.