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CUSTOMER SUPPORT MANAGER (100% Remote outside of Canada)

3 weeks, 1 day ago
Mexico, Brazil
Full-time
Senior
Customer Success Manager
Customer and Technical Support
CRM
Apply Now
Wishpond

Wishpond

Wishpond is a provider of all-in-one marketing solutions, offering tools for creating landing pages, contests, email campaigns, and more. With a team of experts, they help businesses grow by providing comprehensive online marketing services. Based in V...

Internet Software & Services
251-1K
Founded 2009
View All Jobs 5

Description

  • Manage and performance-coach a team of Customer Success Managers, establishing operating cadences, accountability, and CRM hygiene.
  • Build and enforce playbooks for onboarding, account reviews, renewals, and related customer-success workflows.
  • Own adoption, customer health, churn prevention, and Net Retention Rate metrics.
  • Create action plans for at-risk accounts and proactively reduce churn through strategic engagement.
  • Collaborate with Sales and Product leadership to improve feedback loops and forecast expansion.
  • Support renewal efforts by reinforcing customer value and maintaining ongoing alignment.
  • Track and analyze KPIs related to adoption, engagement, churn risk, and retention.
  • Continuously improve processes and automation to support a growing customer base efficiently.
  • Foster a high-accountability, customer-first culture within the Customer Success team.

Requirements

  • 5+ years of leadership experience in Customer Success, Account Management, or Post-Sales in a fast-paced SaaS environment.
  • Proven experience building structure, streamlining processes, and improving team performance.
  • Hands-on experience with Customer Success tools, health-scoring models, CRM data hygiene, and retention forecasting.
  • Experience building or optimizing Customer Success playbooks and automation workflows.
  • Strong organizational, administrative, analytical, writing, phone, and general communication skills.
  • Proactive communicator able to balance speed, quality, and scale in a fast-paced environment.
  • Technical, analytical, results-driven, and capable of multitasking.
  • Fluency in spoken and written English; knowledge of a second language is an asset.
  • Ability to work standard business hours based on Pacific Time.
  • Reliable internet connection and personal workstation, computer, and headset; background and identity checks may be required.

Benefits

  • Remote work environment.
  • Competitive compensation based on experience and demonstrated ability.
  • Comprehensive training program and regular performance reviews.
  • Referral programs with incentives and bonuses.
  • Growth opportunities for personal and professional development.
  • Opportunity to work with a global, multicultural team.
  • Inclusive, equal-opportunity workplace.

Interested in this position?

Apply directly on the company website

Apply Now

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