Customer Success Manager

SalesCloser.ai is hiring a Customer Success Manager to support and grow a large portfolio of customers through structured, repeatable, and high-impact programs. The role involves leveraging automation, data, and proactive outreach to drive adoption, retention, and expansion across many accounts, working cross-functionally to ensure customer success.

Location: Remote (US)

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
• Other duties as assigned.

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
• Ability to work both independently and collaboratively in a diverse team
• Must be technical, analytical, results-driven, and able to multitask in a fast-paced environment
• Organized, administratively strong, with solid writing, phone, and communication skills
• Fluent in English (spoken and written); knowledge of a second language is an asset.

Benefits

• Exciting and dynamic environment with a great leadership team
• Comprehensive training program and regular performance reviews
• Competitive compensation based on experience and proven abilities
• Great referral programs with incentives and bonuses
• Unbelievable product discounts
• A global workforce of multi-cultural and talented colleagues
• A close-knit operation with growth opportunities for personal development
• Corporate headquarters in Vancouver, British Columbia, Canada