Senior Customer Success Manager

Company Overview

Join a rapidly expanding and profitable software holding entity with approximately 50 employees, specializing in developing and managing multiple SaaS products across niche markets. This environment offers a dynamic balance of startup energy, cooperative cross-functional teamwork, and enduring stability.

About the Product

This company is revolutionizing the wholesale jewellery sector, an industry reliant on strong relationships and intricate operations, with a state-of-the-art ERP platform tailored specifically for wholesale jewellery businesses. This modern software replaces outdated systems and aims to enhance operational efficiency.

Position Overview

As a Senior Customer Success Manager, you will oversee the entire customer lifecycle encompassing onboarding, implementation, user adoption, retention, and growth. This role reports directly to the CEO and involves collaborating with a dedicated team passionate about delivering exceptional products and customer experiences. This opportunity is ideal for individuals skilled at managing complex customer implementations and cultivating enduring client partnerships while contributing significantly to product and company expansion.

Key Responsibilities

• Master the current production platform (“version 1”) to acquire deep expertise in both the product and the wholesale jewelry domain.
• Act as the main liaison for a shared portfolio of customers, handling onboarding, support via email and phone, and ongoing success strategies.
• Identify potential risks proactively such as reduced usage or stakeholder changes, and conduct customer check-ins and Quarterly Business Reviews (QBRs) to boost Net Revenue Retention.
• Develop and update customer-facing educational resources including help articles, checklists for onboarding, release notes, training materials, and instructional videos.
• Collaborate closely with the Product and Engineering teams by transforming customer feedback into actionable items, establishing priorities, and assessing solutions.
• Support the launch of “version 2” by facilitating onboarding for early users, gathering feedback, and creating scalable playbooks.

Required Qualifications

• At least 2 years’ experience in a Customer Success Lead role.
• Minimum of 6 years background in Customer Success, Implementation, Account Management, or related capacity supporting B2B SaaS products with complex workflows. Experience in the Jewelry or ERP software sector is advantageous.
• Strong project management and leadership capabilities to coordinate with multiple stakeholders, set deadlines, and ensure timely task completion.
• An AI-centered approach to daily problem-solving, including streamlining internal content creation, optimizing communication workflows, and facilitating follow-up processes.
• Highly organized, proactive, and clear communicator as recognized by previous peers.

Work Environment and Team

• Be part of a small, enthusiastic team that actively collaborates through Slack, Notion, Loom, JIRA, Claude Cowork, Figma, Google Sheets, and focused meetings.

Personal Attributes

• An early and clear communicator to avoid uncertainty.
• A proactive leader who drives projects to full completion.
• Collaborative mindset valuing idea sharing and motivating others to participate.
• Creative problem solver who views challenges as puzzles.
• Devoted to creating streamlined, user-friendly experiences that simplify complex systems.
• Believer in AI and automation as crucial drivers of future product innovation.

Values

• Appreciate the flexibility of fully remote work alongside high-achieving colleagues genuinely invested in their work.
• Opportunity to learn from experienced leadership and contribute to core company strategies.

Additional Information

• Work hours: 9:00 AM to 5:00 PM EST/PST
• Salary range: CAD 100,000 to 130,000 per year
• Reports to: CEO
• Fully remote position