Customer Success Manager
New
M
MarbleHealth and legal data
Based in Toronto, remote within Canada, or in Nevada.Full-TimeManager
SalaryThe base salary range for this role is $70,000 – $85,000 CAD, depending on experience and qualifications. This role is also eligible for variable compensation tied to performance. For Nevada-based candidates, compensation is set in USD for the local market and will be shared after the first interview.
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Job Details
- Required Skills
- Customer SuccessHubSpotHIPAAAccount ManagementTroubleshooting
Requirements
- Have owned a named B2B customer book with retention or renewal accountability.
- Be able to describe a renewal you saved.
- Troubleshoot hands-on, including working with support tickets or data exports.
- Have handled sensitive personal or health information under a formal privacy regime such as PHIPA, PIPEDA, HIPAA, or equivalent.
- Write clearly to sophisticated customers, including when communicating difficult news.
- Avoid over-promising to customers.
Responsibilities
- Own retention across an established book of customers and manage renewals.
- Run customer communications, escalations, and business reviews for assigned accounts.
- Diagnose stalled customer requests and involve Operations or the data team when needed.
- Keep request turnaround at or above the current standard.
- Document business review outcomes and next actions for every active account.
- Maintain accurate account owners, renewal dates, risk assessments, and last-contact details.
- Create clear plans for accounts that have gone quiet.
- Prepare account-by-account handovers that cover current status, open risks, and key relationships.
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