Customer Success Manager, Scale in Canada Creek, Nova Scotia at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager, Scale based in Canada.

This role sits at the intersection of customer success, revenue growth, and high-velocity engagement within a fast-scaling eCommerce SaaS environment. You will manage a large portfolio of merchants using a pooled, at-scale model supported by AI-driven tools that help prioritize outreach and surface opportunities. Your focus will be on identifying accounts at risk, re-engaging disengaged users, and uncovering expansion potential across a broad customer base. Operating primarily through shared inboxes and scalable communication channels, you will ensure timely, high-impact interactions that directly influence retention and net revenue growth. This is a highly commercial role where every action is tied to measurable business outcomes. You will also contribute to group enablement initiatives such as webinars and lifecycle campaigns, amplifying your impact across the customer base.

You will be responsible for driving retention, identifying growth opportunities, and delivering high-impact customer engagement at scale. You will operate in a fast-paced environment where prioritization, commercial thinking, and strong communication are essential.

• Monitor account health across a large portfolio and proactively identify churn risks and disengagement signals
• Conduct timely outreach, consultations, and re-engagement actions to reduce churn and improve customer adoption
• Diagnose root causes of customer issues and coordinate appropriate solutions, including escalation when needed
• Identify and qualify expansion opportunities, including cross-sell and upsell potential across product offerings
• Convert inbound and campaign-driven signals into qualified opportunities and structured next steps
• Deliver scalable engagement initiatives such as webinars, roundtables, and onboarding sessions
• Maintain fast response times across shared inbox and chat channels while ensuring high-quality customer interactions
• Use AI-enabled tools to prioritize accounts, streamline workflows, and enhance productivity

You bring customer success or account management experience in a high-velocity, SaaS-driven environment, ideally within eCommerce. You combine strong commercial intuition with excellent communication and a proactive, ownership-driven mindset.

• 1–3 years of experience in Customer Success, Account Management, or similar client-facing roles in SaaS or eCommerce environments
• Strong understanding of eCommerce ecosystems and merchant growth dynamics
• Proven ability to identify churn risk and expansion opportunities within a large customer portfolio
• Comfortable working in pooled, high-volume account models with fast prioritization requirements
• Strong commercial mindset with the ability to differentiate retention vs. expansion opportunities
• Excellent communication skills, with the ability to run focused, outcome-driven customer consultations
• Experience using AI tools to enhance productivity and decision-making
• Self-starter mindset with strong ownership and ability to act independently
• Nice to have: experience with Shopify, CS platforms (e.g., Gainsight, Vitally), webinars, or PLG environments

• Comprehensive medical, dental, and vision coverage
• Learning and development opportunities to support continuous growth
• Remote-friendly work environment within Canada
• Collaborative, international team culture
• Exposure to fast-growing eCommerce and SaaS ecosystem
• Opportunity to grow into senior Customer Success, Account Management, or Account Executive roles
• Access to AI-driven tools that enhance productivity and workflow efficiency
• Strong focus on internal mobility and career progression