Ready to help reshape a $26B industry and build the future of branded merch? : commonsku is revolutionizing the promotional products industry. Our platform empowers branded merch distributors to work smarter — managing projects, building quotes, placing orders, and collaborating with clients and suppliers seamlessly through the power of the Connected Workflow.

We’re a remote-first, community-driven team obsessed with elevating our customers, their clients, and the broader industry. Our values - Community First, Ten Steps Ahead, Fast Forward, and Delightful Work - guide us. We believe you can innovate, push forward, and do more, while also sharing a laugh, supporting your colleagues, and having a life outside of work.

If you’re energized by ambitious work, creative collaboration, and helping to build something great, you’ll want to keep reading.

About the Role: Customer Success Manager : We’re growing — and we’re hiring a Customer Success Manager to join our Success team! In this role, you’ll help us ensure high levels of customer "stickiness" and long-term retention by acting as a trusted advisor to our community.

You’ll collaborate closely with teammates across Product, Engineering, Sales, and Marketing, contribute to a high-trust environment, and play a direct role in shaping the future of the industry.

About You : You’re not just looking for a job — you’re looking for a place to do your best work. You bring:

- A community mindset — You see customers as partners and coworkers as collaborators. You lift others up, always follow through on your commitments, and thrive in a team that does the same. (Community First)
- Momentum and ownership — You act with optimism, take initiative, and turn ideas into results. You move fast and bring others with you. (Fast Forward)




- Vision and boldness — You don’t just react — you anticipate. You think big, challenge the status quo, and push the work (and the industry) forward. (Ten Steps Ahead)
- Joy in the craft — You care deeply about what you build and how it makes people feel. You bring thoughtfulness, transparency, and a sparkling sense of humour to the table. (Delightful Work)

️ What You’ll Do : As a Customer Success Manager, you will be responsible for the long-term engagement and health of our customers. Here’s what you’ll do:

- Relationship & Engagement: Act as the main point of contact for a portfolio of customers, building trust through regular communication, proactive health monitoring, and quarterly business reviews.
- Drive Product Adoption: Promote new and existing features to ensure customers are realizing the full potential of their licenses and the commonsku platform.
- Account Growth & Retention: Identify opportunities for feature adoption and package upgrades, while managing renewals and resolving issues to reduce churn.
- Advocacy & Feedback: Serve as the voice of the customer by sharing feedback with Product and Engineering, and partner with Marketing to highlight customer success stories.
- Strategic Improvement: Contribute to the evolution of our success strategy by optimizing workflows, implementing new tools, and participating in internal projects to enhance the client experience.
- Community Presence:



Act as a spokesperson for commonsku at webinars and in-person events to help our "skummunity" grow their businesses.

What You Bring : Some of the qualities that help you thrive in this role:

- 3+ years of experience in customer success, account management, or a related role, ideally within a SaaS workplace.
- An analytical mindset with the ability to troubleshoot and make data-driven decisions regarding account health and feature adoption.
- Strong technical comfort using tools such as CRM (Salesforce/HubSpot), customer success platforms, and project management software.
- Exceptional prioritization skills with the ability to manage multiple accounts and deliver on deadlines in a fast-paced environment.
- Comfort working independently and asynchronously, while also prioritizing collaboration and connection with people.
- Resilience in a changing environment, with the ability to manage multiple accounts and prioritize tasks effectively during rapid scaling.
- Experience (or excitement for) working with AI.
- Bonus Points for: Familiarity with the promotional products industry or creative agencies.

Compensation & Perks : We believe in fair, transparent compensation. Starting salary for this role is $70,000-$85,000, depending on previous experience and skillset, plus a $15,000 commission target.

Plus:

- Remote-first culture (with plenty of excellent in-person experiences sprinkled in)
- Company-wide closure between December 25th and January 1st
- Health and dental benefits, including a $1,000 healthcare spending account
- RRSP/TFSA contributions up to $3,000 a year (no employee contribution required!)
- Twice-yearly company wide summits (we call it HQ and you’ll love it)
- A delightful team of smart people who a

📌 Customer Success Manager (Toronto)
🏢 commonsku
📍 Toronto