Customer Success Manager

Stocksy United; Remote; CAD 70,000 - 90,000; Full time

Job summary

A creative media co-operative is seeking a Remote Customer Success Manager to guide clients in maximizing value from their services. This role involves managing client relationships, onboarding, and ensuring customer satisfaction. Candidates should have over four years of relevant experience and strong skills in CRM platforms like HubSpot. The position offers a salary of $70,000 to $90,000 per year along with generous paid time off and a remote work environment.

Benefits

Generous paid time off including six weeks vacation

Comprehensive health and dental benefits

Annual $1,000 education allowance

Qualifications

• 4+ years of experience managing long-term client relationships, ideally within creative, media, or tech environments.
• Proficiency with CRM and engagement platforms.
• Strong data literacy and ability to interpret usage data.

Responsibilities

• Lead client onboarding and ensure smooth adoption of the company's products.
• Monitor account health and identify growth opportunities.
• Serve as the primary point of contact for assigned accounts.

Skills

Relationship building

Empathy

Strategic insight

Creative understanding

Proactive communication

Tools

HubSpot

ZoomInfo

Zendesk

Job description

Customer Success Manager

Stocksy United | Remote | Full-time (term contract)

Why Stocksy

Stocksy is an artist-led creative media co‑operative with over 1,800 co‑owner artists around the world, creating real work for premium brands you know and love. For over a decade, we’ve quietly powered some of the world’s most compelling visual media for leading companies across the globe. We’re a passionate, tightly‑knit global community of creative experts, and we’re different by design. Our artists and staff don’t just contribute to the company – we own it.

At Stocksy, we believe people do their best work when they have the freedom to work where they feel most productive and inspired. We’re a fully remote workplace built for flexibility and collaboration, offering competitive compensation, meaningful benefits, and a culture that emphasizes connection and a strong sense of community, no matter where you’re located. Working remotely allows us to bring together top talent from around the world, uniting diverse perspectives to drive meaningful impact.

Your Purpose

As a Customer Success Manager (CSM) at Stocksy, you will be the trusted partner guiding clients toward achieving maximum value from our creative content, licensing solutions, and services. You’ll blend strategic relationship management with operational excellence to ensure exceptional onboarding, adoption, retention, and growth experiences for our clients. Each CSM specializes in a key client segment (agency or commercial) ensuring tailored expertise, proactive support, and deep understanding of their unique needs.

Details

• Reports to: Head of Revenue Operations
• Department: Growth
• Sub team: Rev Ops
• Key stakeholders: Sales, Marketing, Curation Services, Product
• Direct Reports: 0
• Job type: FT Employee
• Term: mid‑March 2026 to mid‑November 2027 (parental leave coverage), with possibility of extension to permanent
• Location: Remote
• Hours: This is a full‑time position with the standard hours of 40 hours per week. Typical working hours are 9:00 a.m. to 5:00 p.m., Monday to Friday (or as agreed upon with lead). Overtime may be required as part of annual salary. Some travel may be required. All conditions of employment will be in accordance with the BC Employment Standards Act.

We Offer

• A salary range of $70,000 to $90,000 per year, reflective of experience and expertise.
• A fully remote role that empowers you to shape a work environment where your creativity and productivity thrive.
• Generous paid time off, including six weeks of paid vacation, unlimited paid sick days, and a paid volunteer day.
• Comprehensive health and dental benefits (or a health spending account for team members outside Canada).
• An annual $1,000 allowance dedicated to your education and wellness.

You Are

• A relationship builder who balances empathy with strategic insight.
• Skilled at understanding the nuances of creative and commercial client goals.
• Comfortable navigating ambiguity and finding structure within evolving client needs.
• A collaborative problem solver who thrives in cross‑functional environments.
• A proactive communicator who anticipates challenges before they arise.
• Driven by outcomes, retention, and meaningful long‑term client success.

You Have

• 4+ years of experience managing long‑term client relationships, ideally within creative, media, or tech environments.
• Proficiency with CRM and engagement platforms (HubSpot required; ZoomInfo, Zendesk, or similar are assets).
• Strong data literacy. Ability to interpret customer usage data, identify churn risks, and act on success metrics.
• A deep understanding of creative licensing, content marketing, and digital media use cases.
• Proven ability to collaborate cross‑functionally with Sales, Marketing, and Curation teams.
• Excellent written and verbal communication skills for reporting, client presentations, and negotiations.

You Will

Develop a world‑class client experience

• Lead client onboarding, ensuring smooth adoption of Stocksy’s products and services.
• Monitor account health, usage, and engagement to identify risks and growth opportunities.
• Champion process adoption and automation to maintain service excellence.
• Always maintaining good data hygiene in HubSpot.
• Maintain and grow revenue from assigned accounts.

Foster deep client relationships

• Serve as the primary point of contact for assigned accounts, ensuring clients achieve success across their lifecycle.
• Ensure client retention across assigned accounts.
• Manage and support delivery of targeted NPS score from assigned accounts.

Build alignment with our teams

• Collaborate closely with the Sales, Marketing, Curation, and Product teams to support renewals, upsells, and campaign initiatives.
• Conduct Quarterly Business Reviews (QBRs) focused on strategic outcomes and data‑driven recommendations.
• Collect and synthesize client feedback to inform product and content development.
• Ensure all client touchpoints meet Stocksy’s high standards for creativity, consistency, and care.

Key Success Metrics

• Retention Rate: % of clients retained year‑over‑year.
• YoY Revenue Maintenance: Maintain YoY revenue from assigned accounts.
• Customer Satisfaction (CSAT/NPS): Reflects client advocacy and overall experience.

Stocksy supports a global membership of employees, contractors, and contributors from all walks of life. We find strength in what makes us different. We are committed to building a diverse membership and cultivating an inclusive environment where every one of our Co‑op members can thrive.

We are actively seeking any member who may have taken a road less travelled to get to where they are now. Experience and education comes in many forms; so long as you are excited about working with us and feel you could be your best self in this role, then we want to hear from you!