Act as the main point of contact for a portfolio of customers, building trust through regular communication, proactive health monitoring, and quarterly business reviews.
Promote new and existing features to ensure customers are realizing the full potential of their licenses and the commonsku platform.
Identify opportunities for feature adoption and package upgrades, while managing renewals and resolving issues to reduce churn.
Serve as the voice of the customer by sharing feedback with Product and Engineering, and partner with Marketing to highlight customer success stories.
Contribute to the evolution of our success strategy by optimizing workflows, implementing new tools, and participating in internal projects to enhance the client experience.
Act as a spokesperson for commonsku at webinars and in-person events to help our 'skummunity' grow their businesses.

3+ years of experience in customer success, account management, or a related role, ideally within a SaaS environment.
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.

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 are good at what they do

Customer Success Manager

Key skills