Role OverviewWe're hiring an SMB Customer Success Manager (Canada - Eastern Time Zone) to join our growing CS team. You'll own a book of approximately 50-70 SMB accounts (up to $25K ARR per account, totaling 1M+ ARR), guiding customers through onboarding and driving adoption, engagement, and retention across the full customer lifecycle.
This is a full-cycle role - you run kickoff calls, handle day-to-day support, and build long-term customer relationships. You'll be part of our scaled success motion: ~80% async communication (Slack responses, documentation) with targeted calls for high-impact moments.
What You'll Own (for real)- Account Ownership
- Own a book of ~50-70 SMB accounts from kickoff through renewal
- Be the primary point of contact for your accounts via Slack and our customer ticketing system
- Drive customer health, adoption, and retention across your book of business
- Identify upsell and expansion opportunities; proactively flag at-risk accounts
- Ongoing Support & Success
- Serve as first responder for all inbound customer questions via Slack and our customer ticketing system
- Triage issues - resolve directly, loop in Product Support for bugs, or create Solutions Engineering requests in ClickUp
- Proactively introduce customers to new platform capabilities: funding portals, partner scoring, pipeline digests, automations
- Facilitate renewals and manage the renewal process in coordination with Account Management
- Maintain detailed account notes and health tracking in our customer ticketing system
- Knowledge Management & Scaled CS
- Contribute to internal documentation, playbooks, and help center content
- Respond to async customer questions with clear, thorough written guidance
- Participate in team syncs, CS biweeklies, and product feedback sessions
Who We're Looking For- 3+ years in Customer Success, Account Management, or Technical Support - ideally in SaaS or cloud
- Strong organizational skills - ability to manage 50-70 accounts simultaneously
- Comfortable in a Slack-heavy, async-first, fast-paced startup environment
- Self-starter who takes ownership without heavy oversight
- High attention to detail and a customer-first mindset
- Available to work between 9am - 5pm Eastern Time
Nice to Have- Experience with cloud marketplaces: AWS Marketplace, Google Cloud Marketplace, or Azure Marketplace
- Familiarity with ClickUp, Salesforce, HubSpot, or similar CS/CRM tools
- Background in technical implementations, product onboarding, or solutions engineering
- Prior experience at an early-stage startup or high-growth SaaS company
Why Join Us- Base Salary: $90,000 - $110,000 CAD
- Own the full customer lifecycle: your accounts, your relationships, your results.
- Build something different: our mission is to bring a consumer-grade experience to B2B sales.
- Fast-growing team: ~70 people with hubs in SF and Vancouver.
- Work with a seriously strong team: people who've built at scale at Google, Meta, Salesforce, and Confluent, alongside high-growth startups like Workstream, Motive, and Square.
- Well-funded with plenty of runway: backed by leading VCs and positioned to keep building.
- Competitive comp + meaningful equity: we want you to have real upside in what you're helping build.
- We are a fast-moving flat org and avoid hierarchical structures.
