Overview
Customer Success Manager, Scale Jobs in Canada at Jobgether
Title: Customer Success Manager, Scale
Company: Jobgether
Location: Canada
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.
Accountabilities
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
Requirements
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
Benefits
- 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
How Jobgether Works
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
