CUSTOMER SUPPORT MANAGER (100% Remote outside of Canada)

Wish; Vancouver; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

SalesCloser.ai is seeking a remote Customer Support Manager to standardize operations, coach a team of Customer Success Managers, and drive higher customer outcomes across the CS org.

You will own playbooks for onboarding, account reviews, and renewals; manage metrics like adoption, health, churn risk, and Net Retention Rate; partner with Sales and Product; foster a customer-first culture; and scale processes for a growing customer base.

Qualifications

• 5+ years of leadership in Customer Success or Post‑Sales within a fast‑paced SaaS environment.
• Proven ability to build structure, streamline processes, and elevate team performance.
• Strong organizational and analytical skills.
• 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 balancing speed, quality, and scale.
• Excellent writing, phone, and general communication abilities.
• Fluent in English.

Responsibilities

• Directly manage and performance‑coach a small team of CSMs with clear operating cadences.
• Build, implement, and enforce onboarding, reviews, and renewals playbooks.
• Own metrics including adoption, health, churn risk, and Net Retention Rate.
• Coordinate with Sales and Product leadership to align feedback and forecast expansions.
• Foster a high‑accountability, customer‑first culture within the CS team.
• Refine processes to support a growing customer base efficiently.
• Take action to reduce churn and improve outcomes through strategic engagement.
• Support renewal motions by reinforcing value and customer alignment.
• Track and analyze KPIs and share insights to improve product and processes.
• Other duties as assigned.

Skills

Leadership

Process improvement

CS tooling

Retention forecasting

Communication

Fluent English

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.

APPLICATION PROCESS

If you are interested in applying for this exciting opportunity, please provide an updated resume IN ENGLISH (PDF or Word formats only), quoting the position title in the subject line of your cover letter.

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.