Customer Success Manager

Vish; San Juan de Terranova; On-site; CAD 70,000 - 95,000; Full time

Benefits offered by this job

Sick days

Bereavement days

RRSP with up to 3% match

Health and dental coverage

Travel and expense budget

Collaborative culture

Job summary

Vish is hiring a Customer Success Manager to onboard new customers (including system configuration, setup, and user training) while providing customer support to salon owners and their employees. The role spans Canada, the US, UK, Australia, and New Zealand.

As CSM, you will manage end-to-end relationships from onboarding through renewal, drive retention, identify upsell opportunities, and collaborate with Sales, Product, and Engineering to deliver outcomes and value.

Qualifications

• 2–4 years of customer success or account management in a B2B SaaS environment.

Responsibilities

• Manage end-to-end customer relationships from onboarding to renewal and expansion.
• Build trust-based relationships with salon owners, managers and senior stylists.
• Drive customer retention and reduce churn across your book of business.
• Conduct regular check-ins and business reviews to demonstrate value and surface growth opportunities.
• Identify upsell and expansion opportunities and partner with Sales to close them.
• Gather and communicate structured customer feedback to inform product development.
• Use customer usage data and analytics to prioritise focus and improve outcomes.
• Track customer data and activity in HubSpot.
• Partner with Sales, Product, and Engineering to deliver customer outcomes.

Skills

Customer relationships

Onboarding

Account management

SaaS

Written communication

Verbal communication

Time zone experience

MS Excel

HubSpot

Tools

HubSpot

MS Excel

Job description

Vish is hiring an Customer Success Manager

Vish is one of Canada's most exciting and fast-growing startups, and we're looking for a Customer Success Managerto join our team. We're building something meaningful and scaling quickly, supporting customers across Canada, the US, UK, Australia, and New Zealand. If you're someone who is driven, eager to learn, and excited to grow your skills in a high-energy environment, you'll fit right in with our team.

The Role

As the Customer Success Manager, you will be responsible for onboarding new customers (including system configuration, setup, and user training) while providing customer support to salon owners and their employees as required.

Who are we?

Vish is redefining how salons run their businesses, and we're just getting started.

We've built technology that helps salons eliminate waste, take control of their inventory, increase service revenue, and make smarter, data-driven decisions daily. What started as a solution at the salon level is quickly evolving into something much bigger, transforming how the entire hair color industry operates, from behind the chair to the global supply chain.

We're a fast-growing, product-driven company working across Canada, the US, UK, Australia, and New Zealand, building something that truly hasn't been done before.

Role Requirements

• Manage end-to-end customer relationships across our customer base, from onboarding and training through to renewal and expansion
• Build strong, trust-based relationships with salon owners, managers, and senior stylists
• Drive customer retention and reduce churn across your book of business
• Conduct regular check-ins and business reviews to demonstrate value and surface growth opportunities
• Identify upsell and expansion opportunities, and partner with Sales to bring them to close
• Gather and communicate structured customer feedback to inform product development
• Use customer usage data and analytics to prioritise focus and improve outcomes
• Track customer data and activity in HubSpot
• Partner with Sales, Product, and Engineering teams to deliver customer outcomes
• 2 to 4 years of customer success or account management experience in a B2B SaaS environment
• Strong written and verbal communication skills
• Comfortable having commercial conversations around renewal, pricing, and expansion
• Evidence of independence and self-starter attitude
• Tech-savvy with the ability to navigate new software effortlessly
• Experience with MS Excel
• Experience with HubSpot or other CRM tools
• Experience in SaaS, vertical SaaS, or SMB-focused software is strongly preferred
• Experience in beauty, salon, fitness, or wellness verticals is a bonus
• Comfort working across time zones and with international customers is a strong asset
• Evidence of critical thinking and problem-solving skills

Why choose us?

• 5 paid sick days, 3 bereavement days, and 2 emergency leave days
• RRSP program with up to 3% employer match
• Health and dental coverage through Canada Life
• Travel and expense budget for territory work and industry events
• A collaborative culture across four countries with regular team gatherings
• The chance to be part of a fast-growing SaaS brand in the Canadian salon market