Customer Success Manager
New
J
JobgetherMarketplace, Proptech
Canada, Minimum of 4 hours daily overlap with US Eastern TimeFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- C1-level written and spoken English
- Experience
- 2+ years
- Required Skills
- SQLBusiness IntelligenceData AnalysisCustomer SuccessHubSpotCRM
Requirements
- 2+ years of experience in Customer Success, Account Management, or Retention in a high-volume, low-ACV environment.
- Demonstrated ownership of retention, churn, or repeat-purchase metrics with measurable outcomes.
- Strong data orientation, with SQL fundamentals or proficiency in BI platforms like Amplitude, Metabase, Looker, or BigQuery.
- Proven experience creating processes from scratch, including playbooks, health models, or lifecycle programs.
- C1-level written and spoken English proficiency.
- Strong phone-based communication skills for interacting with US small-business customers.
- Practical experience using AI tools for productivity, such as call summarization or customer triage.
- Availability for a minimum of 4 hours daily working-time overlap with US Eastern Time.
- Experience in real estate, proptech, or marketplace businesses with prepaid-balance mechanics is a plus.
- Familiarity with CRM/support platforms like Intercom or HubSpot is desirable.
Responsibilities
- Own end-to-end onboarding for new customers, guiding them from their first purchase through their first repeat purchase.
- Manage a portfolio of high-value accounts through proactive check-ins, health monitoring, and targeted retention initiatives.
- Build and maintain a customer health-scoring model that identifies accounts at risk of churn.
- Lead retention and save conversations with at-risk customers, documenting outcomes and patterns.
- Serve as an escalation point for customer concerns, including billing and refund requests.
- Coordinate with internal teams to resolve customer issues and ensure effective follow-through.
- Deliver regular reporting on retention performance and key factors influencing cancellations.
- Build and document Customer Success processes, playbooks, and lifecycle strategies from the ground up.
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