Customer Success Manager

Role overview

This opportunity is being shared by a hiring partner that will handle applications and the rest of the selection process. The employer is seeking a Customer Success Manager based in Canada.

The role suits a highly customer-focused, data-led professional who enjoys working where product adoption, retention, and creator growth meet. You will support high-potential creators as they build and scale digital businesses, helping them achieve measurable outcomes from onboarding through long-term expansion. The emphasis is on proactive guidance rather than reactive support, with a focus on steering customers through critical activation moments and helping them realize value quickly. You will act as a strategic partner, blending empathy with commercial thinking to strengthen retention and uncover growth opportunities. In a fast-moving, remote-first setting, you will work closely with Product and Marketing teams to improve the overall customer journey, with your results directly tied to creator engagement, success, and platform growth.

What you'll own

You will be accountable for the full customer success journey across a portfolio of creators, from onboarding and activation to engagement and retention. Your work will involve spotting risk early, removing friction, and helping creators convert initial product usage into meaningful business outcomes.

• Serve as the main success contact for a group of high-value creators.
• Build and refine onboarding experiences that encourage activation and early value discovery.
• Track customer health indicators such as NRR, NPS, CSAT, and engagement trends, and step in before issues escalate.
• Detect churn signals at an early stage and apply retention actions to improve results.
• Partner with Product and Marketing to feed customer insights into roadmap planning and messaging.
• Create and keep improving lifecycle playbooks and success frameworks.
• Use data-driven outreach to support adoption, renewals, and expansion.

Requirements

The ideal candidate brings hands-on experience in high-touch Customer Success or Creator Success, preferably in SaaS, EdTech, or creator-centered businesses. Success in this role also depends on combining strong analytical ability with empathy and commercial awareness.

• At least 3 years of experience in Customer Success, Account Management, or a closely related function.
• Background in startup, fast-growing, or remote-first environments is preferred.
• Strong grasp of onboarding, activation metrics, and customer lifecycle management.
• Experience with platforms such as HubSpot, Intercom, ChurnZero, or comparable tools.
• Ability to segment audiences and tailor engagement approaches to different customer journeys.
• Solid knowledge of customer health measures including NRR, NPS, CSAT, LTV, and churn signals.
• Excellent communication, relationship-building, and stakeholder management skills.
• Strong organizational and project management capability across multiple customer portfolios.
• Comfort working asynchronously with tools such as Notion, Slack, and Loom.

Benefits

• Flexible fully remote working arrangement.
• Team offsites and international retreats in destinations such as Portugal, Croatia, and Greece.
• Significant ownership and autonomy over customer success strategy and outcomes.
• Strong emphasis on learning, coaching, and ongoing career development.
• Technology and co-working allowance to support productivity and flexibility.
• 24 vacation days, plus 10 extra celebration holidays.
• Paid parental leave.
• A collaborative, mission-led environment focused on creators.

Additional information

This role is evaluated through an AI-assisted matching process that helps shortlist candidates quickly and objectively against the position’s core requirements. The shortlist is then passed to the hiring employer, who manages interviews, assessments, and final hiring decisions.

By applying, candidates acknowledge that personal data may be processed for recruitment evaluation and shared with the employer for hiring purposes, consistent with applicable privacy laws including GDPR. Rights such as access, correction, deletion, and objection may be exercised at any time.

AI tools may also support parts of the recruitment workflow, including resume review and response analysis, but human review remains central and final decisions are made by people.