On-Target Earnings: $60,000 - $70,000Location: RemoteAbout the RoleAs a Customer Success Manager, you'll be the trusted partner helping creators, coaches, and sellers extract real value from our AI-powered CRM. You'll guide customers through onboarding, increase adoption, and proactively ensure they succeed, and stay.What you'll doDaily ResponsibilitiesWelcome recent customers and schedule onboarding/activation calls within 24 hours of signup.Monitor usage dashboards daily and reach out to customers who have been inactive for more than 3 days (reactivation outreach completed by 1PM).Respond to all customer questions and support requests within 24 business hours. For urgent issues, respond or acknowledge within 2 business hours.Capture questions, trends, and best practices in the knowledge base (minimum of 1 meaningful entry per day).Record all customer communication notes and updates in the CRM before the end of each business day.Weekly ResponsibilitiesConduct proactive activation check-ins with all assigned customers (goal: every customer is touched at least once weekly).Ensure all new customers have completed Autopilot setup or have a scheduled setup session (no customer remains unscheduled for longer than 5 days).Follow up with any customers who have not booked their onboarding and drive them to schedule.Publish a weekly internal status report summarizing wins, risks, blockers,



and next steps every Friday by 3 PM.Review customer progress and adherence and identify where coaching, guidance, or intervention is needed.Monthly ResponsibilitiesReview the full customer book and identify expansion opportunities, testimonial opportunities, and accounts that need support.Update onboarding playbooks, support scripts, and knowledge base entries based on new learnings.Meet with product/ops monthly to discuss recurring friction patterns or feature opportunities.Generate at least two client success stories or testimonials per month.What You BringRequired2+ years in customer success, account management, or client experience (ideally in B2B SaaS)Strong communication skills, you can simplify the complex and teach with clarityData-driven: you understand how to track metrics like usage, churn, and LTVSelf‑motivated and able to manage your own projects in a remote environmentEmpathy for creators and small teams and excitement about helping them growPreferredExperience supporting SaaS tools in the CRM, AI, or sales automation spaceFamiliarity with tools like Intercom, Google Docs, GoHighLevel and SlackPrior experience in a startup or fast-paced growth environmentBonus: experience working with creators, solopreneurs, or coaching businesses#J-18808-Ljbffr

📌 Customer Success Manager - $60,000 - $70,000 A Year - Remote (Winnipeg)
🏢 Martell Media
📍 Winnipeg