Customer Success Manager, Scale
Remote · Canada
Job Summary
Customer Success Manager, Scale responsible for retention and expansion across a large pool of eCommerce merchants, leveraging AI tooling to triage and engage via shared inbox and scalable channels. Build and execute strategies to protect retention, unlock cross-sell opportunities, book consultations, and route qualified leads to Sales/CS. Conduct value-driven consultations, drive webinars and lifecycle campaigns, monitor account health signals, triage churn risk, and deliver high-velocity, high-impact engagements at scale. Embrace AI-powered workflows to triage signals, prioritize outreach, draft outreach, and contribute to playbooks that scale.
Required Qualifications
- 1–3 years in a Customer Success or Account Management role, ideally at an eCommerce SaaS company
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