SMB Customer Success Lead: Onboarding & Playbooks

Chexy Inc.; Toronto; On-site; CAD 65,000 - 90,000; Full time

Job summary

Chexy Inc. is seeking an experienced Customer Success Lead (SMB) to own the post-sale journey for SMB clients. You will manage relationships, coordinate onboarding with Growth/Sales, and ensure a high-touch support experience via email and Intercom.

You will build the SMB program, define workflows, and document SOPs while collaborating across product, engineering, and operations to deliver value quickly.

Qualifications

• 3+ years in Customer Success, Account Management or high-touch support for SMBs.
• Excellent written communication via email as a core channel.
• Strong troubleshooting and ability to coordinate cross-functionally.
• Process-minded and capable of building playbooks, workflows and SOPs.
• Comfort with Growth/Sales handoffs to ensure smooth onboarding.

Responsibilities

• Own a portfolio of SMB customers post-sale and maintain trusted relationships.
• Partner with Growth/Sales to deliver a strong first 30 days onboarding.
• Coordinate internal teams to unblock onboarding and drive value quickly.
• Provide high-touch support and manage escalations with clear communication.
• Design and document SMB-specific workflows, templates and SLAs.

Skills

Customer Success

Account Management

Onboarding

Relationship Building

Troubleshooting

Cross-functional Collaboration

Written Communication

Process Improvement

Intercom

Notion

Slack

Google Suite

Tools

Intercom

Notion

Slack

Google Suite

Job description

Chexy Inc. is seeking an experienced Customer Success Lead (SMB) to own the post-sale journey for SMB clients. You will manage relationships, coordinate onboarding with Growth/Sales, and ensure a high-touch support experience via email and Intercom.

You will build the SMB program, define workflows, and document SOPs while collaborating across product, engineering, and operations to deliver value quickly.