SMB Customer Success Manager

New

Based in CanadaFull-TimeMiddle

SalaryCompetitive compensation based on market rate, qualifications, experience, and location.

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Job Details

Experience: 2+ years
Required Skills: Project ManagementDocumentationProblem SolvingCustomer SuccessSaaSAccount Management

2+ years of full-time experience in SMB Customer Success, Account Management, Program Management, or a comparable role.
Experience supporting a complex, rapidly evolving SaaS or technology product.
Strong problem-solving skills with the ability to scope ambiguous issues and develop comprehensive solutions.
Demonstrated ability to become a subject-matter and product expert.
Excellent written and verbal communication skills.
Exceptional attention to detail when communicating complex information.
Strong curiosity and investigative skills to understand customer workflows.
Ability to work effectively in a pooled 1:many customer engagement model.
Comfort balancing customer-facing responsibilities with strategic and operational projects.
Proactive mindset with a willingness to identify and improve outdated processes.
Collaborative approach with the ability to work independently.

Own a portfolio of SMB customers, serving as a key point of contact through shared support channels and customer calls.
Develop high-quality onboarding resources, documentation, webinars, and educational content.
Support customers in solving complex product and workflow challenges.
Build long-term customer relationships to encourage product adoption, engagement, and retention.
Take ownership of projects that improve customer experiences, retention practices, and internal workflows.
Identify opportunities to improve processes and proactively recommend more effective approaches.
Collaborate with cross-functional teams to investigate issues and improve workflows.

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