Customer Success Manager
New
Remote in CanadaFull-TimeMiddle
Salary60000 - 70000 USD per year
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Job Details
- Experience
- 2+ years
- Required Skills
- Artificial IntelligenceSlackCRM
Requirements
- 2+ years in customer success, account management, or client experience (ideally in B2B SaaS)
- Strong communication skills, able to simplify complex information and teach with clarity
- Data-driven: understanding of metrics like usage, churn, and LTV
- Self-motivated and able to manage 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)
- Prior experience in a startup or fast-paced growth environment (preferred)
- Experience working with creators, solopreneurs, or coaching businesses (bonus)
Responsibilities
- Welcome new customers and schedule onboarding/activation calls within 24 hours of signup.
- Monitor usage dashboards daily and reach out to inactive customers within 3 days (reactivation outreach by 1PM).
- Respond to all customer questions and support requests within 24 business hours (urgent issues within 2 business hours).
- Capture questions, trends, and best practices in the knowledge base (minimum 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 (at least once weekly).
- Ensure all new customers have completed Autopilot setup or have a scheduled setup session (no customer 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 to identify where coaching, guidance, or intervention is needed.
- Review the full customer book monthly to identify expansion opportunities, testimonial opportunities, and accounts needing 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.
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