Customer Success Manager

Marble; Toronto; Remote; CAD 70,000 - 85,000; Full time

Benefits offered by this job

Impactful work

Collaborative culture

Career growth

Competitive compensation

Job summary

Marble is transforming access to protected data with a strict privacy posture and a customer-first mindset. You will own a book of B2B customers, drive renewals, and coordinate with Operations and Data teams to keep requests moving.

Your focus is on retention, accurate account status, and proactive business reviews across Medchart and Settlit customers. Based in Toronto or remote within Canada, with some roles possible in the US.

Qualifications

• Owned a named B2B customer book with renewal accountability.
• Able to walk us through a renewal you saved.
• Troubleshoot hands-on; raise tickets or export data when needed.
• Handled sensitive information under PHIPA/PIPEDA/HIPAA regimes.
• Communicate clearly to sophisticated customers, even when not good news.

Responsibilities

• Own retention across your book; keep customers from leaving.
• Lead communications, escalations, and business reviews within six weeks.
• Keep requests moving; diagnose issues and involve data/ops as needed.
• Run timely business reviews with outcomes and next actions.
• Maintain accurate account status, renewal dates, and risks.
• Provide thorough handover when moving to another product.

Skills

Customer ownership

Renewal accountability

Troubleshooting hands-on

Privacy compliance

Clear communication

Job description

Marble is the authorization layer for protected information. The world's most valuable data, from health records to insurance, identity, and legal information, can't be scraped, bought, or moved. It's regulated, it demands consent, and it stays locked behind portals, paper, and legacy systems. Marble is the infrastructure that lets businesses, institutions, and individuals securely access, permission, and use that data, turning trapped records into the compliant, structured information behind high-stakes decisions.

Today, our platform powers two products: Medchart, the medical record request and release platform built on patient consent, and Settlit, which gives US personal injury and mass-tort law firms fast, compliant access to the health and claims data their cases depend on. We started with health and legal, and we're building toward the same consent-driven network across every regulated industry.

The Opportunity

You will own an established book of customers and make sure every one of them feels looked after. Our customers are mostly personal injury and mass-tort law firms, plus insurers and clinics, across our Medchart and Settlit products. Whichever product they use, they judge us on one thing above all: whether their requests move. This role holds and grows a book of those customers. You will run the renewals, business reviews, and escalations, and work closely with our Operations and Customer Support teams.

What you'll do

• Keep every customer. Own retention across your book, so that any account we lose is lost for a reason outside our control, never for want of attention.
• Take full ownership of the book, fast. Within your first six weeks, run all customer communication, escalations, and business reviews on your accounts without shadowing.
• Keep requests moving. Hold request turnaround at or above today's standard. When an account's requests stall, diagnose the cause yourself and bring in Operations or our data team only for what genuinely needs them.
• Run business reviews that matter. Every active account gets its review on time, with outcomes and next actions documented.
• Keep the account picture true. Owner, renewal date, risk, and last contact accurate on every account, and a clear plan for accounts that have gone quiet.
• Hand over well. If your book changes as we grow, or you move to a different product, deliver an account-by-account handover: state of play, open risks, and the relationships that matter.

What you bring

• You have owned a named B2B customer book with real retention or renewal accountability, and you can walk us through a renewal you saved.
• You troubleshoot hands-on. You are comfortable opening a support ticket or a data export and working out the answer, rather than forwarding the problem.
• You have handled sensitive personal or health information under a formal privacy regime, such as PHIPA, PIPEDA, HIPAA, or equivalent, and you know when to stop and verify.
• You write clearly to sophisticated customers, including when the news is not good, and you do not over-promise.

Bonus points if you have

• Law firms, insurers, or healthcare providers among your previous customers.
• Familiarity with medical records, claims, or litigation-support workflows.
• Experience in a role between customers and a technical or data team, such as support, solutions, or operations analyst.
• French, for Quebec-facing accounts.
• Experience working across more than one product.

Where you'll work

This is a full-time, permanent role, based in Toronto, remote within Canada, or in Nevada.

What Marble offers

• An opportunity to have an outsized impact at an early-stage technology company focused on solving critically important problems in how protected data is accessed and used.
• Amazing culture powered by an inspired, highly collaborative team that believes in Marble’s core values: Hunger, Humility, and Care.
• Excellent visibility, growth, and personal development potential, working closely with company founders and executive leadership.
• Highly competitive compensation and benefits in a rapidly growing, mission-driven company.

Note: Successful candidates will be asked to undergo a background check.

Marble is proud to be a diverse and equal opportunity employer and as such does not discriminate on the basis of race, colour, religion, sex, national origins, age, sexual orientation, disability, or any other characteristic protected by applicable laws. Selection decisions are solely based on job-related factors.

Please note, you will be asked to complete the Plum Discovery Survey, a behavioural assessment provided by our partner, Plum, after submitting your application. After completing the assessment, you will receive your personalized Plum Profile that reveals your Plum Talents, so you can gain a greater understanding of your natural strengths and what makes you, you! You will be provided with a link to complete this survey once you have submitted your application.

Existing Vacancy Disclosure: This posting is for an existing vacancy.

Compensation: The base salary range for this role is $70,000 – $85,000 CAD, depending on experience and qualifications.This role is also eligible for variable compensation tied to performance. For Nevada-based candidates, compensation is set in USD for the local market and will be shared after the first interview.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.