Customer Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager based in Canada.

This is a high-ownership Customer Success role focused on retention, activation, and repeat purchasing in a fast-moving marketplace environment.

You will own the post-purchase relationship with customers, from onboarding through long-term account health.

The role combines customer engagement, data analysis, problem-solving, and process building.

You will establish Customer Success practices from the ground up, including playbooks, health scoring, reporting, and win-back strategies.

Your work will have a direct impact on retention and business performance, with visibility to leadership and meaningful ownership of key metrics.

You will collaborate closely with sales, support, product, and analytics teams in a data-driven, AI-enabled environment.

The position is fully remote, with flexible hours while maintaining at least four hours of daily overlap with US Eastern Time.

Accountabilities

• Own end-to-end onboarding for new customers, guiding them from their first purchase through their first repeat purchase and continuously improving the onboarding journey.
• Manage a portfolio of high-value accounts through proactive check-ins, usage reviews, health monitoring, and targeted retention initiatives.
• Build and maintain a customer health-scoring model that identifies accounts at risk of churn and enables early intervention.
• Lead retention and save conversations with at-risk customers, documenting outcomes and identifying patterns by churn reason.
• Serve as an escalation point for customer concerns, including lead-quality disputes, refund requests, billing questions, and balance-related issues.
• Coordinate with support, sales, engineering, product, and analytics teams to resolve customer issues and ensure effective follow-through.
• Use data to evaluate refund and credit decisions within established authority limits and communicate recommendations clearly.
• Collect, categorize, and quantify churn and refund drivers, transforming customer feedback into actionable insights.
• Deliver regular reporting on retention performance and the key factors influencing cancellations and customer health.
• Build Customer Success processes from the ground up, including onboarding, save, win-back, escalation, and account-management playbooks.
• Maintain accurate customer records, interaction histories, and lifecycle information across internal systems.
• Partner with sales on customer handoffs and collaborate with product and analytics teams on lifecycle experiments, instrumentation, and improvements.

Requirements

• 2+ years of experience in Customer Success, Account Management, Retention, or a related function within a high-volume, low-ACV environment such as a marketplace, self-serve SaaS, or transactional product.
• Demonstrated ownership of a retention, churn, repeat-purchase, or comparable customer metric, with the ability to explain the actions taken and measurable outcomes achieved.
• Strong data orientation, with SQL fundamentals or advanced BI proficiency using tools such as Amplitude, Metabase, Looker, BigQuery, or similar platforms.
• Proven experience creating processes from scratch, such as onboarding journeys, retention playbooks, customer health models, or lifecycle programs.
• C1-level written and spoken English, with confidence communicating with customers at scale.
• Strong phone-based communication skills and the ability to work effectively with direct, fast-paced US small-business customers.
• Practical experience using AI tools in daily workflows, such as call summarization, drafting, customer triage, or other productivity applications.
• Availability for a minimum of 4 hours of daily working-time overlap with US Eastern Time.
• Experience in real estate, proptech, lead generation, or marketplace businesses with wallet or prepaid-balance mechanics is a plus.
• Familiarity with Intercom, HubSpot, or comparable CRM and customer-support platforms is desirable.
• Experience designing lifecycle email campaigns or automation flows is an advantage.
• Ukrainian or Russian language skills in addition to English are considered a plus.

Benefits

• Fully remote work with flexible hours within the required US Eastern Time overlap.
• Direct ownership of a business-critical retention metric with visibility to leadership.
• Opportunity to build the Customer Success function from the ground up and shape its processes and strategy.
• Data-driven, AI-enabled working environment with strong analytics infrastructure.
• Clear 12-month career progression toward Head of Retention or Head of Customer Success.
• Opportunity to automate the low-touch customer segment and eventually manage 1-2 direct reports.
• USD 3,000 referral bonus after probation for successful employee referrals.
• High degree of autonomy, ownership, and influence over customer lifecycle strategy.
• Collaborative environment with close partnerships across sales, support, product, and analytics.