Remote Customer Success Manager: Playbooks & Performance

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 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.