Customer Success Manager : Canada (Remote)

Ekwa Marketing is a digital marketing agency serving healthcare and professional services practices. They are seeking a Customer Success Manager to manage a portfolio of approximately 100 to 120 existing accounts, driving outcomes through strategic thinking and operational discipline.

Responsibilities:

• A portfolio of approximately 100 to 120 existing client accounts across our six verticals
• End-to-end account health — engagement cadence, performance reviews, escalation management, and proactive risk identification
• Quarterly business reviews with key stakeholders, anchored in ROI and the value Ekwa is delivering against their goals
• The renewal process — owning renewal conversations, addressing cancellation risks early, and hitting retention targets
• Expansion revenue — identifying and closing opportunities for upsell, cross-sell, additional services, and new locations
• Generating referrals, reviews, and case-study-worthy wins from your book
• Partnering with SEO, paid media, content, and web teams to translate strategy into delivery
• Maintaining clean, accurate account data, notes, and pipeline information in HubSpot

Requirements:

• Minimum 3 years in a customer success, account management, or strategic client-facing role — agency or SaaS background preferred
• Demonstrated track record of hitting retention and expansion targets across a meaningful book of business
• Fluency in performance marketing concepts and a willingness to go deep on Ekwa's stack — SEO, Google Ads, GA4, Search Console, and conversion tracking
• Confidence running a QBR with a senior client stakeholder — whether that is a practice owner, marketing director, or executive sponsor
• Excellent organizational and prioritization skills
• Comfort with ambiguity and autonomy
• Proven ability to handle difficult conversations — at-risk renewals, performance pushback, and pricing discussions — without losing the relationship
• Post-secondary education or equivalent work experience
• Direct experience in healthcare, dental, aesthetics, dermatology, veterinary, or legal verticals
• Hands-on familiarity with HubSpot CRM and modern reporting/BI tools (Looker, Looker Studio, Tableau)
• Experience managing a transitioned or inherited book of business