Customer Success Manager - SMB

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

Implementation & Onboarding

Lead customer onboarding end-to-end (average 30-day implementation timeline)

Configure marketplace listings across AWS, GCP, and Azure Marketplace

Set up co-sell workflows, CRM integrations (HubSpot, Salesforce), private offers (CPPO, RPOP), and automations

Conduct 4–5 customer calls per day — kickoffs, check-ins, product walkthroughs, and troubleshooting sessions

Deliver 101 training sessions to onboard customer teams on new features and workflows

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, implementation steps, 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

2+ years in Customer Success, Account Management, or Technical Support — ideally in SaaS or cloud

Excellent written and verbal English communication skills

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

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

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.