wishpond - CUSTOMER SUCCESS MANAGER (100% Remote outside of Canada)
Requirements
• 2–4 years of experience in Customer Success, Account Management, or a similar customer‑facing role, ideally within a SaaS or B2B tech environment • Experience managing a high-volume book of business • Strong operational mindset • Comfortable working with data and identifying trends • Familiarity with tools like Vitally, Intercom, HubSpot, or Salesforce • Experience building or optimizing CS playbooks and automation workflows • Proactive communicator with strong organizational skills • Able to balance speed, quality, and scale • As part of a diverse team, the ability to work both independently and collaboratively. • Must be technical, analytical, results-driven and have 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 • Unbelievable product discounts when you use our products for your own business • 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 • WORK ENVIRONMENT
Responsibilities
• Manage a high‑volume book of SMB and mid‑market accounts • Drive engagement through scaled touchpoints rather than manual check‑ins • Prioritize accounts based on health, risk, and opportunity • Ensure customers launch successfully and reach early time‑to‑value • Monitor usage and proactively intervene when accounts stall • Partner with onboarding to ensure smooth, consistent handoffs • Design and execute scalable programs such as email sequences, webinars, and in‑app engagement flows • Build repeatable playbooks for onboarding, adoption, and renewal • Continuously improve processes to support more customers efficiently • Identify at‑risk accounts early using health signals • Take proactive action to reduce churn and improve customer outcomes • Support renewal motions through ongoing engagement and value reinforcement • Use tools like Vitally, Intercom, and CRM data to manage your book • Track key KPIs including adoption, engagement, churn risk, and retention • Share insights with the team to improve product, processes, and customer experience
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