Customer Success Manager : Canada (Remote)

About the Company

Ekwa Marketing is a digital growth agency focused on healthcare and professional services businesses. Its client base includes dental, aesthetics, medspa, dermatology, veterinary, and law practices, and the team helps them increase patients and clients through search engine optimization, paid advertising, websites, and content-led marketing. The company emphasizes measurable outcomes, teamwork, and long-term client partnerships.

This position is structured as remote-first, with routine collaboration across time zones. You will work alongside senior leaders, implementation experts, and a close customer success team.

Role Overview

The company is looking for a Customer Success Manager to own a portfolio of roughly 100 to 120 active client accounts. These are existing customers with established performance records, defined expectations, and strong potential for further growth. The right person should be able to step in quickly, understand the portfolio, and immediately begin improving outcomes.

This opportunity is best suited to someone who has already managed a substantial book of business, led quarterly business reviews, protected renewals, and expanded revenue through upsells, cross-sells, and referrals. You will bring structure and strategic thinking to a portfolio that needs stronger attention and a more disciplined management approach.

Prior experience in healthcare or legal marketing is not required. The focus is on strong customer success capability and the ability to interpret performance data in a way that helps clients take action.

Key Responsibilities

• Manage a portfolio of about 100 to 120 current client accounts across six business verticals.
• Oversee account health from end to end, including communication cadence, performance reviews, issue escalation, and early risk detection.
• Lead quarterly business reviews with important stakeholders, tying results to ROI and the business value being delivered.
• Own renewals by handling conversations, addressing cancellation concerns early, and supporting retention goals.
• Drive growth by identifying opportunities for upselling, cross-selling, additional services, and new locations.
• Encourage referrals, reviews, and success stories that can be used as case studies.
• Work closely with SEO, paid media, content, and web teams to turn strategy into execution.
• Keep account records, notes, and pipeline details accurate and up to date in HubSpot.

Candidate Profile

The ideal candidate has at least 1 year of experience in customer success, account management, or another strategic client-facing role, preferably in an agency or SaaS environment.

You should have a solid history of meeting retention and expansion goals across a meaningful portfolio.

Comfort with performance marketing is important. You should be willing to build working knowledge of Ekwa's tools and channels, including SEO, Google Ads, GA4, Search Console, and conversion tracking. You do not need mastery from day one, but you should be able to review results and explain what the data means.

You must be confident leading QBRs with senior stakeholders such as practice owners, marketing directors, or executive sponsors. The role calls for empathy, backed by data and clear communication.

Strong organization and prioritization are essential, as you will manage a large book of clients without missing key details.

The role also requires comfort with ambiguity and independence, along with the ability to create or improve processes when needed.

You should be able to handle difficult discussions about renewals, performance concerns, and pricing without damaging client relationships.

Post-secondary education or equivalent professional experience is required.

Bonus Experience

• Previous work in healthcare, dental, aesthetics, dermatology, veterinary, or legal sectors.
• Practical experience using HubSpot CRM and reporting or BI tools such as Looker, Looker Studio, or Tableau.
• Experience managing a transferred or inherited portfolio of clients.

What the Company Values

• Curiosity and continuous learning across industries, tools, and problem-solving approaches.
• Initiative and the ability to anticipate client needs before issues become larger.
• Strong teamwork and clear communication across SEO, paid, content, and web functions.
• Ownership, follow-through, and accountability for client outcomes.

Working Environment

• Remote-first setup with expected overlap during North American business hours, centered on Eastern Time.
• Regular interaction with senior management and direct access to leadership.
• Real ownership over how a 100 to 120 account portfolio is managed and expanded.
• An inclusive and collaborative culture that values authenticity, direct communication, and genuine client care.

Compensation

The annual salary is USD 50,000 to USD 60,000, with opportunities for growth and promotion based on performance.