Customer Success Manager

Martell Media; Vancouver; On-site; CAD 60,000 - 75,000; Full time

Job summary

A dynamic media company is seeking a Customer Success Manager to guide users through onboarding and ensure their success with an AI-powered CRM in a fully remote role. Ideal candidates have B2B SaaS experience and a passion for helping creators grow, combined with strong communication skills and a data-driven mindset.

Qualifications

• 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.

Responsibilities

• Lead the onboarding process and design journeys that create fast, repeatable wins.
• Monitor customer health scores and proactively address churn risks.
• Create and maintain help docs, templates, and internal resources that scale customer education.

Job description

On-Target Earnings

$60,000 - $75,000

Location

Remote

About Us

Are you ready to join a team that moves at break‑neck speed, backs big bets on bold ideas, and refuses to settle for “good enough”? At Martell Ventures, we don’t just build companies; we ignite category‑defining products and back them with our full force. If you thrive under pressure, crave radical ownership, and want your work to drive real ROI for entrepreneurs, read on.

This isn’t a place for the faint of heart. We set ambitious targets, iterate at lightning pace, and expect you to own outcomes end‑to‑end. If you’re looking for incremental improvements or a steady 9‑to‑5, this isn’t the role for you. But if you’re hungry for growth, opportunity, and impact—and you love the thrill of building from zero to one—welcome home.

Our Core Values

• ✅ High Velocity Execution: We move fast, make data‑driven decisions, and prioritize impact over process.
• ✅ AI‑First Mindset: Every investment and incubation initiative must leverage AI to create leverage and efficiency.
• ✅ Customer‑Driven Development: We invest in products we can use ourselves and scale through our network.
• ✅ Radical Ownership: Every team member is responsible for delivering results and making an impact.

Why You Shouldn’t Work Here – Radical Transparency from Our CEO

What Applying Looks Like

• 1‑min Intro Video (Loom, Vidyard, or Google Drive – share your link below)
• Application Review
• 15‑minute Intro Call
• Strengths Assessment – how you learn and do
• In‑person 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 at Martell Media, 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

Customer Onboarding & Activation

• Lead the onboarding process and design journeys that create fast, repeatable wins
• Develop tailored success plans for key accounts to optimize usage and product stickiness
• Deliver workshops, webinars, and 1:1 sessions that drive engagement and product mastery
• Track onboarding KPIs and user engagement to ensure consistent outcomes

Retention & Growth

• Monitor customer health scores and proactively address churn risks
• Drive upsell, renewal, and expansion opportunities through consultative support
• Build strong, trust‑driven relationships with power users and teams
• Collect feedback, identify patterns, and collaborate with product and engineering to improve UX

Enablement & Documentation

• Create and maintain help docs, templates, and internal resources that scale customer education
• Manage Martell Media support experience, respond quickly and thoughtfully across channels
• Partner cross‑functionally to evolve the voice of customer in product decisions

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 HubSpot, Intercom, Notion, and Slack
• Prior experience in a startup or fast‑paced growth environment
• Bonus: experience working with creators, solopreneurs, or coaching businesses

You’re a Great Fit If You…

• Love working directly with customers and solving problems fast
• Think onboarding is a product in itself and treat it that way
• Have strong opinions on what great CS looks like, but stay flexible to iterate
• Are energized by autonomy, ownership, and moving quickly
• Want to grow into leadership
• Are hungry for more than a job; you want a mission