Customer Success Manager
New
L
Lumen5B2B SaaS video
This is a fully remote role, open to candidates based in Canada.Full-TimeManager
SalaryThe starting base salary band for this role for candidates at the targeted skill and experience level is $68,000 to $76,000 CAD. On-target earnings (OTE) for this role, including variable compensation based on performance, are $116,000 to $124,000 CAD.
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Job Details
- Experience
- 2+ years in a Customer Success role at a B2B SaaS company
- Required Skills
- SalesforceDigital MarketingCustomer SuccessRelationship buildingCRM
Requirements
- Have 2+ years of experience in a Customer Success role at a B2B SaaS company.
- Have experience managing renewals.
- Have experience working with customer usage data.
- Communicate effectively in writing and on calls, and build customer relationships.
- Be comfortable using a CRM; the company uses Salesforce.
- Be comfortable with support tools.
- Use AI tools in day-to-day work and be interested in finding new applications for them.
- Digital marketing or video editing experience is a bonus.
- Experience creating and delivering training or educational content is a bonus.
Responsibilities
- Serve as the main point of contact for enterprise accounts from onboarding through renewal.
- Learn each customer's business strategy and identify where Lumen5 can support it.
- Demonstrate customer value through product usage data and business reviews.
- Manage renewals and identify expansion opportunities with Account Executives and the Creative Services Team.
- Monitor account health using product usage data.
- Handle escalations and coordinate with Support on technical issues while owning the customer relationship.
- Share customer feedback and patterns with Product to inform improvements.
- Use AI tools to prepare for calls, summarize conversations, and work more efficiently.
- Help improve processes, playbooks, and customer resources.
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