SMB Customer Success Manager

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a SMB Customer Success Manager based in Canada.** This is a mid-level Customer Success opportunity focused on helping early-stage businesses adopt and get lasting value from a complex SaaS product. You’ll support a diverse customer base through a pooled, 1:many engagement model, combining scalable resources with thoughtful customer interactions. The role blends customer support, onboarding, troubleshooting, education, and long-term retention initiatives. You’ll become a product expert and translate complex customer challenges into clear, practical solutions. Beyond customer-facing work, you’ll own projects that improve onboarding, education, engagement, and internal team operations. You’ll work in a fast-moving environment where curiosity, independent problem-solving, and continuous improvement are highly valued. This is an opportunity to make a measurable impact on both customer outcomes and the evolution of the broader Customer Success function. ### Accountabilities - Own a portfolio of SMB customers, serving as a key point of contact through shared support channels and customer calls in accordance with established service-level expectations. - Develop high-quality onboarding resources, documentation, webinars, and educational content that help customers become productive and increasingly self-sufficient. - Support customers in solving complex product and workflow challenges by understanding their specific needs, evaluating possible approaches, and recommending the most effective solutions. - Build long-term customer relationships that extend beyond initial onboarding and encourage product adoption, engagement, retention, and best practices. - Take ownership of medium- and large-scale projects that improve customer experiences, onboarding journeys, retention practices, education programs, and internal workflows. - Identify opportunities to improve processes and proactively recommend more effective approaches as products, customer needs, and internal practices evolve. - Collaborate closely with colleagues and cross-functional teams to investigate issues, share knowledge, improve workflows, and deliver consistent customer experiences. - Communicate clearly, thoroughly, and empathetically across email, live interactions, documentation, and educational sessions. ## Requirements - 2+ years of full-time experience in SMB Customer Success, Account Management, Program Management, or a comparable customer-facing role. - Experience supporting a complex, rapidly evolving SaaS or technology product, ideally in an environment where customers have diverse needs and multiple potential solutions. - Strong problem-solving skills, with the ability to scope ambiguous issues, evaluate different paths forward, and independently develop comprehensive solutions. - Demonstrated ability to become a subject-matter and product expert and use that knowledge to guide customers through sophisticated challenges. - Excellent written and verbal communication skills, with the ability to adapt communication to both experienced professionals and users who are new to SaaS or recruiting technology. - Exceptional attention to detail, particularly when communicating complex information and identifying the essential details needed to resolve an issue efficiently. - Strong curiosity and investigative skills, with a willingness to understand customer workflows and use cases beyond the immediate question or problem. - Ability to work effectively in a pooled 1:many customer engagement model rather than managing only a small, dedicated customer portfolio. - Comfort balancing customer-facing responsibilities with ownership of strategic and operational projects. - Proactive mindset and willingness to identify outdated processes, speak up about opportunities for improvement, and take action in a rapidly changing environment. - Collaborative approach and ability to work independently while partnering effectively with peers and cross-functional teams. ## Benefits - Remote work opportunity available in Canada. - Competitive compensation based on market rate, qualifications, experience, and location. - Equity opportunity through stock options with a 10-year exercise window. - Unlimited paid time off, with approximately four weeks recommended annually. - Fully paid family leave in the US, with plans to expand coverage to employees in other countries as applicable. - Generous budget for equipment, software, and home-office furniture to support productivity and comfort. - $100/month education budget, with higher-cost learning opportunities such as conferences available with manager approval. - Comprehensive health insurance for US-based employees and dependents, with premiums fully covered. - Opportunities to work within a highly collaborative, specialized Customer Success organization. - Structured onboarding and product training, with the first 30 days focused heavily on developing deep product expertise. - Progressive ownership, including customer assignments within the first 30 days, customer-call shadowing during the first 60 days, and a broader customer portfolio and ownership areas by approximately 90 days. - An environment that emphasizes talented small teams, continuous learning, customer expertise, and meaningful ownership.