Senior SMB Digital Success Lead, Commercial
J
JobgetherTechnology
Based in CanadaFull-TimeSenior
Salary103,000 - 142,000 CAD per year
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Job Details
- Experience
- 3+ years of experience in customer success, account management, or a comparable customer-facing role
- Required Skills
- Customer SuccessAccount Management
Requirements
- Have 3+ years of experience in customer success, account management, or a comparable customer-facing role, with demonstrated ownership of retention and expansion outcomes.
- Have hands-on experience building, configuring, tuning, and operating AI agents and AI-powered workflows, beyond simply using generative AI tools.
- Understand when customer success processes can be automated and when human intervention is necessary.
- Demonstrate program ownership and process-design capabilities, including turning undocumented or reactive processes into structured, measurable, scalable operating models.
- Have experience designing systems and customer engagement models for a large SMB customer base while maintaining consistent service quality.
- Collaborate across functions, particularly with AI, RevOps, Marketing, Support, Sales, and Operations teams.
- Be able to influence stakeholders and drive initiatives without direct authority over execution teams.
- Bring organizational, analytical, and problem-solving skills to identify patterns in customer behavior and translate them into actionable improvements.
- Be comfortable working in ambiguous, fast-changing environments where priorities, processes, and responsibilities may evolve.
- Have experience creating documentation, workflows, playbooks, and scalable operating processes.
- Bring a customer-first mindset, commercial awareness, and an interest in using technology and AI to improve customer outcomes.
- Previous experience in commercial entertainment, production technology, or FinTech is preferred but not required.
Responsibilities
- Own the Commercial SMB customer portfolio, including accounts, cases, outreach, retention, adoption, and expansion initiatives.
- Serve as the primary point of contact across Sales, Support, Partners, and other internal teams for the SMB segment.
- Design and improve a proactive customer success model for onboarding, adoption, early risk identification, and retention.
- Own the SMB onboarding experience, including curriculum, delivery, performance outcomes, and continuous improvements.
- Lead the rollout of AI-powered agents and workflows, defining requirements, building and testing solutions, monitoring performance, and driving adoption with AI teams.
- Determine which customer success activities to automate and where human engagement remains essential.
- Collaborate with Sales, Marketing, and RevOps on expansion and Mid-Market opportunities, adoption campaigns, segmentation, and coverage models.
- Define success metrics and performance expectations with leadership and AI Operations, and execute initiatives designed to exceed business targets.
- Bring customer needs, product opportunities, process improvements, and enablement gaps to relevant internal teams.
- Document workflows, playbooks, processes, and learnings, and evaluate customer data, case queues, AI-agent signals, and engagement patterns to identify improvements.
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