SMB Customer Success Manager - Americas in Canada Creek, Nova Scotia at Jobgether

• Own a portfolio of SMB customers through a pooled 1 Customer Success model, serving as a primary point of contact through shared channels and customer calls in accordance with service-level agreements.
• Support customers throughout their lifecycle, going beyond initial onboarding to encourage long-term engagement, product adoption, and retention.
• Develop high-quality onboarding resources, documentation, webinars, and educational content that enable customers to become increasingly self-sufficient.
• Provide thoughtful and responsive support through email and live customer interactions, helping users navigate complex product challenges and identify the most appropriate solutions.
• Become a subject matter expert on the product and its capabilities so you can confidently advise customers with different levels of technical and recruiting experience.
• Investigate customer challenges in depth, clarify underlying needs, evaluate multiple possible approaches, and recommend practical solutions based on the customer’s specific context.
• Lead medium and large-scale projects that support customer outcomes and strengthen internal Customer Success operations.
• Build and improve scalable onboarding experiences, educational programs, engagement strategies, and retention best practices.
• Collaborate with internal teams to identify workflow improvements and develop processes that make customer interactions more efficient and effective.
• Identify opportunities to improve existing processes and proactively propose alternatives when practices or workflows become outdated.
• Communicate clearly and empathetically with diverse customer groups, from experienced Talent Acquisition leaders to users who are new to recruiting software.
• Balance customer interactions with project ownership, ensuring both immediate customer needs and longer-term operational priorities are addressed.
• Contribute ideas and insights that help continuously improve customer experience, internal processes, and overall team effectiveness.

Requirements

• You have at least 2 years of full-time experience in a customer-facing SMB Customer Success Manager, Account Manager, Program Manager, or comparable role.
• You have experience supporting customers using complex, rapidly evolving software products, particularly products that require meaningful education, configuration, or ongoing guidance.
• You are comfortable becoming a product and subject matter expert and can use that expertise to help customers navigate complex challenges.
• You have strong problem-solving skills and can independently define the scope of an issue, identify multiple potential solutions, and determine an effective path forward.
• You have excellent written and verbal communication skills and can communicate clearly with diverse audiences and levels of product expertise.
• You demonstrate exceptional attention to detail and can provide thorough, clear, concise, and empathetic customer responses.
• You know how to identify and extract the information that is most relevant to resolving a customer issue without creating unnecessary complexity.
• You are curious and naturally investigate customer use cases, workflows, and underlying needs rather than stopping at surface-level answers.
• You have experience defining problems and developing comprehensive solutions independently while also collaborating effectively with internal teams.
• You are comfortable managing projects alongside day-to-day customer responsibilities and can prioritize competing demands effectively.
• You are proactive about identifying inefficient or outdated processes and confident in recommending and implementing improvements.
• You are comfortable working in a rapidly changing environment where products, processes, and customer needs continue to evolve.
• You demonstrate sound judgment, ownership, adaptability, and a strong commitment to delivering excellent customer experiences.
• Experience working with recruiting, Talent Acquisition, Human Resources, or other business software is beneficial but not required.
• You are comfortable working remotely and collaborating with distributed teams across the Americas and other regions.

Benefits

• Competitive compensation with equity opportunities.
• Unlimited Paid Time Off (PTO), with approximately four weeks recommended annually.
• Ten-year exercise window for eligible stock options.
• Twelve weeks of fully paid family leave in the United States, with plans to expand the benefit to employees in other countries as applicable.
• Generous budget for equipment, software, and office furniture to support an effective home working environment.
• $100 per month education budget, with additional support for higher-cost learning opportunities such as conferences subject to manager approval.
• Top-tier health insurance with premiums fully covered for employees and dependents in the United States.
• Fully remote working environment.
• Opportunities to work on meaningful customer-facing projects while developing expertise in Customer Success, product adoption, and operational improvement.
• Exposure to a complex and evolving software product and the opportunity to become a trusted subject matter expert.
• Opportunities to collaborate with talented teams across Customer Success, Product, Engineering, Design, and go-to-market functions.
• Significant ownership over customer outcomes, projects, and improvements to internal processes.