Customer Success Manager, Scale

Role Overview

This opportunity is being shared for a partner organization that handles all applications and follow-up steps. The hiring company is seeking a Customer Success Manager, Scale for a Canada-based remote position.

The role blends customer success, revenue growth, and fast-paced customer engagement in a rapidly expanding eCommerce SaaS setting. You will oversee a large merchant portfolio using a pooled model supported by AI-enabled tools that help rank priorities and uncover opportunities. Your day-to-day focus will include spotting at-risk accounts, re-engaging inactive customers, and finding expansion potential across a wide base of clients. Most communication will happen through shared inboxes and other scalable channels, with an emphasis on prompt, meaningful interactions that improve retention and contribute to net revenue growth. This is a strongly commercial position where results are measured by business impact. You will also support group-level enablement efforts such as webinars and lifecycle campaigns to extend your reach across the customer base.

Key Accountabilities

• Track the health of a large account portfolio and take early action when churn or disengagement indicators appear
• Reach out quickly to customers through consultations and re-engagement efforts to reduce churn and strengthen product adoption
• Investigate the underlying causes of customer challenges and coordinate the right resolution, including escalation when required
• Spot, assess, and advance growth opportunities such as cross-sell and upsell potential across product lines
• Turn inbound activity and campaign responses into qualified opportunities with clear next steps
• Support scalable customer programs including webinars, roundtables, and onboarding sessions
• Respond rapidly through shared inbox and chat channels while maintaining a high standard of customer interaction
• Leverage AI-based tools to prioritize work, simplify workflows, and improve productivity

Candidate Profile

The ideal candidate has experience in customer success or account management in a high-volume, SaaS-led environment, preferably with exposure to eCommerce. Success in this role depends on strong commercial judgment, clear communication, and a proactive, self-directed approach.

Requirements

• 1 to 3 years of experience in Customer Success, Account Management, or another client-facing role within SaaS or eCommerce
• Good understanding of eCommerce ecosystems and the factors that influence merchant growth
• Demonstrated ability to identify churn risk and expansion potential across a sizable customer portfolio
• Comfort working in pooled, high-volume account models where prioritization must be fast and disciplined
• Strong commercial awareness and the ability to separate retention-focused work from expansion opportunities
• Excellent communication skills with the ability to lead concise, outcome-oriented customer conversations
• Experience using AI tools to improve efficiency and support decision-making
• Independent, self-driven working style with strong ownership
• Preferred experience with Shopify, customer success platforms such as Gainsight or Vitally, webinars, or product-led growth environments

Benefits and Perks

• Comprehensive medical, dental, and vision insurance
• Learning and development support to encourage continuous growth
• Remote-friendly setup for candidates based in Canada
• Collaborative team culture with an international footprint
• Exposure to a fast-growing eCommerce and SaaS environment
• Pathway to grow into senior Customer Success, Account Management, or Account Executive roles
• Access to AI-powered tools that improve productivity and workflow efficiency
• Strong emphasis on internal mobility and career progression

Application and Hiring Process

Applications and next steps are handled by the partner company rather than directly through the sourcing organization. An AI-assisted matching process is used to review applications quickly and fairly against the role’s core criteria. Top-matching candidates are shortlisted and sent to the hiring company, whose internal team manages interviews, assessments, and final decisions.

Privacy and Data Processing Notice

By applying, you consent to your personal data being processed for candidate evaluation and for sharing relevant information with the employer. This processing is based on legitimate interest and pre-contractual steps under applicable data protection rules, including GDPR. You may exercise your rights to access, correct, delete, or object to processing at any time.

AI tools may be used to assist with parts of recruitment, such as screening applications, reviewing resumes, analyzing responses, and flagging possible inconsistencies or verification signals using the information provided. These tools support the recruitment team but do not replace human judgment. Final hiring decisions are made by people. For further information about data processing, candidates may contact the team directly.