Customer Success Manager

Martell Media; Remote; CAD 60,000 - 80,000; Full time

Job summary

A progressive tech firm is seeking a Customer Success Manager to enhance user experience with their AI-powered CRM solution. This role is fully remote in Canada and focuses on customer onboarding, support, and adoption strategies. Ideal candidates will have over 2 years in customer success or account management in a B2B SaaS environment. Strong communication and data-driven mindset are essential, along with empathy for users. The firm values a proactive approach to customer engagement and retention.

Qualifications

• 2+ years in customer success, ideally in B2B SaaS.
• Ability to simplify complex situations and teach clearly.
• Understanding of metrics like usage, churn, and LTV.

Responsibilities

• Welcome new customers and schedule onboarding calls.
• Monitor dashboards and reach out to inactive customers.
• Respond to customer questions within established timelines.

Skills

Customer success

Strong communication skills

Data-driven metrics tracking

Self-motivated project management

Empathy for users

Tools

Intercom

Google Docs

GoHighLevel

Slack

Job description

Martell Ventures is not your typical venture studio. We’re an AI-native incubator backed by world-class operators, built to launch scalable companies that solve real problems for small and mid-sized businesses (SMBs) around the world.

We keep it transparent and efficient. Here’s what to expect:

• 1-min intro video (Loom, Vidyard, or Google Drive – share your link below)
• Application review
• Strengths assessment – how you learn and do
• Hiring Manager interview – values and culture fit
• Paid test project – work with us, like you're already on the team
• Final call with our CEO
• Offer – if we’re both excited, we move forward fast

About the Role

As a Customer Success Manager, you’ll be the trusted partner helping creators, coaches, and sellers extract real value from our AI-powered CRM. You’ll guide customers through onboarding, increase adoption, and proactively ensure they succeed, and stay.

This role is fully remote in Canada. If you’re obsessed with helping users win and want to be part of a fast-scaling product built for the future of sales, this is for you.

What you'll do

Daily Responsibilities

• Welcome new customers and schedule onboarding/activation calls within 24 hours of signup.
• Monitor usage dashboards daily and reach out to customers who have been inactive for more than 3 days (reactivation outreach completed by 1PM).
• Respond to all customer questions and support requests within 24 business hours. For urgent issues, respond or acknowledge within 2 business hours.
• Capture questions, trends, and best practices in the knowledge base (minimum of 1 meaningful entry per day).
• Record all customer communication notes and updates in the CRM before the end of each business day.

Weekly Responsibilities

• Conduct proactive activation check-ins with all assigned customers (goal: every customer is touched at least once weekly).
• Ensure all new customers have completed Autopilot setup or have a scheduled setup session (no customer remains unscheduled for longer than 5 days).
• Follow up with any customers who have not booked their onboarding and drive them to schedule.
• Publish a weekly internal status report summarizing wins, risks, blockers, and next steps every Friday by 3 PM.
• Review customer progress and adherence and identify where coaching, guidance, or intervention is needed.

Monthly Responsibilities

• Review the full customer book and identify expansion opportunities, testimonial opportunities, and accounts that need support.
• Update onboarding playbooks, support scripts, and knowledge base entries based on new learnings.
• Meet with product/ops monthly to discuss recurring friction patterns or feature opportunities.
• Generate at least two client success stories or testimonials per month.

What You Bring

Required

• 2+ years in customer success, account management, or client experience (ideally in B2B SaaS)
• Strong communication skills, you can simplify the complex and teach with clarity
• Data-driven: you understand how to track metrics like usage, churn, and LTV
• Self-motivated and able to manage your own projects in a remote environment
• Empathy for creators and small teams and excitement about helping them grow

Preferred

• Experience supporting SaaS tools in the CRM, AI, or sales automation space
• Familiarity with tools like Intercom, Google Docs, GoHighLevel and Slack
• Prior experience in a startup or fast-paced growth environment
• Bonus: experience working with creators, solopreneurs, or coaching businesses

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