CUSTOMER SUPPORT MANAGER (100% Remote outside of Canada)

Wishpond; Vancouver; Hybrid; MXN 1,376,000 - 2,063,000; Full time

Benefits offered by this job

Comprehensive training program

Competitive compensation

Global, diverse team

Job summary

SalesCloser.ai is seeking a Customer Support Manager to lead a growing team of Customer Success Managers, implement scalable processes, and drive strong customer outcomes. You will build onboarding, reviews, and renewal playbooks, own adoption, health, churn risk, and Net Retention, and partner with Sales and Product to align feedback and forecast expansion.

The role is remote with Pacific-friendly hours, requires 5+ years in SaaS leadership, and offers a comprehensive training program,

Qualifications

• 5+ years leading Customer Success, Account Management, or post-sales teams in SaaS.
• Proven ability to build structure, streamline processes, and elevate team performance.
• Strong organizational, analytical, and communication skills.
• Hands-on with health-scoring, CRM hygiene, and retention forecasting.
• Experience creating CS playbooks and automation workflows.
• Fluent in English; second language a plus.

Responsibilities

• Directly manage and coach a small team of CSMs with clear cadences.
• Develop onboarding, reviews, and renewal playbooks for smooth ops.
• Own adoption, health, churn prevention, and Net Retention rate metrics.
• Collaborate with Sales and Product to align feedback and forecasts.
• Foster a customer-first culture and scalable processes.
• Refine processes to support a growing customer base.
• Actively reduce churn and improve customer outcomes.
• Support renewal motions by reinforcing value and alignment.
• Track KPIs and share insights to improve product and experience.
• Other duties as assigned.

Skills

Leadership

Organizational skills

Analytical thinking

CS tooling

CRM data hygiene

Retention forecasting

Communication

Multitasking

Tools

CS tooling platforms

Job description

SalesCloser.ai currently has the position of Customer Support Manager available, and we’re excited to tell you about it!

OVERVIEW

SalesCloser.ai is hiring a remote Customer Support Manager to establish operational discipline, enforce accountability, and elevate customer outcomes across our CS organization.

We are seeking a sharp, highly organized, and process-driven Customer Support Manager to transform our post-sales operations. If you love building order out of chaos, this is for you. In this role, you’ll lead, coach, and level‑up our team of Customer Success Managers (CSMs), swapping reactive fire drills for smooth workflows, clear metrics, and high-performance standards.

As a member of the Customer Success Team, you’ll work cross‑functionally to ensure our customers achieve meaningful outcomes and stay deeply engaged with Salescloser.ai. Together with the Customer Success Team, the Customer Support Manager is responsible for the continued success of Salescloser.ai.

RESPONSIBILITIES

• Directly manage and performance‑coach a small team of CSMs. Establish clear operating cadences, enforce CRM hygiene, and keep the team focused on results.
• Build, implement, and enforce playbooks across onboarding, account reviews, and renewals to keep operations running like clockwork.
• Own key metrics including adoption, customer health, churn prevention, and Net Retention Rate (NRR). Ensure every at‑risk account has a solid game plan.
• Work closely with Sales and Product leadership to align feedback loops, forecast expansion, and keep everyone moving in the same direction.
• Foster a high‑accountability, customer‑first culture within the CS team.
• Continuously refine processes to support a growing customer base more efficiently.
• Take proactive action to reduce churn and improve customer outcomes through strategic engagement.
• Support renewal motions by reinforcing value and maintaining ongoing customer alignment.
• Track and analyze key KPIs, including adoption, engagement, churn risk, and retention, sharing insights to improve product, processes, and customer experience.
• Other duties as assigned.

QUALIFICATIONS

• 5+ years of leadership experience in Customer Success, Account Management, or Post‑Sales within a fast‑paced SaaS environment.
• Proven track record of building structure, streamlining processes, and elevating team performance.
• Firm, supportive leadership style with strong organizational and analytical chops.
• Hands‑on experience with CS tooling, health‑scoring models, CRM data hygiene, and retention forecasting.
• Experience building or optimizing CS playbooks and automation workflows
• Proactive communicator able to balance speed, quality, and scale.
• Strong organizational and administrative skills, with solid writing, phone, and general communication abilities.
• Technical, analytical, and results‑driven, with the ability to multitask in a fast‑paced environment.
• Organized, administratively strong, and have solid writing, phone, and general communication skills.
• Fluent in English (spoken and written). Knowledge of a second language is considered an asset.

WORK ENVIRONMENT

• Given the nature of this role, it is expected that the successful candidate will provide their own workstation, computer, headset, and have a fast and reliable internet connection. This position may be required to download and utilize company software.
• Due to the nature of this role, we may verify backgrounds, including conducting employment reference, criminal record and credit checks.
• Once hired, the successful candidate must provide a valid government‑issued photo ID as part of their onboarding process.
• The individual must be prepared to work standard business hours based on Pacific time.

GREAT REASONS TO JOIN OUR TEAM!

• Exciting and dynamic environment with a great leadership team
• Comprehensive training program and regular performance reviews to facilitate your success
• Competitive compensation based on experience and proven abilities
• Great referral programs with incentives and bonuses
• A global workforce of multi‑cultural and talented colleagues
• A close‑knit operation with amazing growth opportunities for your personal development
• Corporate headquarters in beautiful Vancouver, British Columbia, Canada

ABOUT US

SalesCloser is an advanced conversational AI platform that acts as a virtual sales agent, delivering personalized sales calls, demos, and follow‑ups in real time across multiple languages. The platform enables businesses to automate and scale their sales operations, improving efficiency, reducing hiring costs, and driving higher conversion rates.

Powered by advanced AI technology and a growing portfolio of patent applications, SalesCloser delivers a scalable, high‑margin solution that redefines how companies engage with buyers and customers across a range of business interactions.

For more information, visit the SalesCloser website at: https://salescloser.ai.

SalesCloser.ai is an equal‑opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture that does not discriminate on the basis of disability, status, or any other basis protected under legislation.

We thank all applicants in advance for their interest in this position; however, due to the volume of applications we receive, we are unable to respond to phone, email, or agency inquiries.

Internal applications will be accepted until Friday, September 25, 2026, at 4 pm Pacific.