Customer Success Manager - SMB

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager - SMB based in Canada.

This role is focused on managing a large portfolio of small and medium-sized business customers while driving retention, adoption, and measurable value. You will build strong customer relationships and help clients achieve meaningful outcomes from their software investment. The position combines strategic account management with data-driven customer success practices and scalable engagement. You will use automation and customer insights to identify risks, uncover growth opportunities, and create consistent wins across a high-volume portfolio. Working closely with Sales, Marketing, Product, and Support, you will serve as an important link between customers and internal teams. The environment is collaborative, fast-paced, and designed for professionals who enjoy using technology to work smarter and improve the customer experience.

Accountabilities:
As a Customer Success Manager, you will own the customer experience across a substantial SMB portfolio, balancing proactive relationship management with scalable, data-informed processes. Your focus will be on protecting recurring revenue, increasing product adoption, identifying risks early, and ensuring customers consistently recognize the value of the solution.

- Manage a large portfolio of SMB accounts and maximize the value customers receive from the platform.

- Proactively manage renewals and identify opportunities to maintain strong annual customer retention.

- Monitor customer health and identify accounts at risk of churn, developing corrective action plans with internal teams.

- Build and maintain trusted relationships with customers while serving as their primary point of contact.

- Drive product adoption by helping customers understand relevant capabilities and connect them to measurable business outcomes.

- Use customer feedback and data insights to improve engagement strategies and the overall customer experience.

- Resolve customer challenges by collaborating effectively with Support, Product, Sales, and other internal teams.

- Encourage customer advocacy and support opportunities such as testimonials and case studies.

- Partner cross-functionally with Sales, Marketing, Product, and other teams to improve customer outcomes.

- Leverage AI-powered tools and automation to deliver consistent, scalable customer engagement across a large portfolio.

- Use data and automation to identify customer risk signals and adoption opportunities while maintaining a personalized customer experience.

Requirements

The ideal candidate brings customer success or account management experience, strong communication skills, and the ability to manage multiple relationships efficiently. You should be comfortable working in a technology-driven environment, engaging with stakeholders at different levels, and using data and automation to scale your impact.

- 2+ years of experience in customer success or account management, ideally within SaaS or technology.

- Demonstrated ability to manage multiple customer accounts while delivering consistently strong customer experiences.

- Experience identifying customer pain points and connecting product capabilities to relevant business solutions.

- Strong presentation skills and confidence communicating with executives and senior stakeholders.

- Clear and effective communication skills, with the ability to adapt to different audiences and communication channels.

- Intermediate proficiency in Google Sheets and/or Microsoft Excel.

- Ability to work collaboratively within a team-oriented environment and contribute to shared learning and development.

- Familiarity with AI, automation, or technology-enabled customer success workflows is valuable.

- Experience with Vitally, Salesforce, and Slack is highly desirable.

- Bachelor's degree in Accounting, Business, Commun