Wishpond (TSXV:WISH)

Customer Support

• Directly manage and performance-coach a small team of Customer Success Managers
• Establish operating cadences, enforce CRM hygiene, and focus the team on results
• Build, implement, and enforce playbooks for onboarding, account reviews, and renewals
• Own adoption, customer health, churn prevention, and Net Retention Rate metrics
• Create action plans for at-risk accounts
• Collaborate with Sales and Product leadership on feedback loops and expansion forecasting
• Foster a high-accountability, customer-first culture
• Continuously refine processes to support a growing customer base
• Reduce churn and improve customer outcomes through strategic engagement
• Support renewal motions and maintain customer alignment
• Track and analyze KPIs including adoption, engagement, churn risk, and retention
• Share insights to improve products, processes, and customer experience

Customer Support Manager