FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Customer Support Manager
Wishpond (TSXV:WISH). Directly manage and performance-coach a small team of Customer Success Managers .
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 5+ years of leadership experience in Customer Success, Account Management, or Post-Sales within a fast-paced SaaS environment
- Proven track record of building structure, streamlining processes, and elevating team performance
- Strong organizational and analytical skills
- Hands-on experience with CS tooling, health-scoring models, CRM data hygiene, and retention forecasting
- Experience building or optimizing CS playbooks and automation workflows
- Strong writing, phone, and general communication skills
- Technical, analytical, and results-driven; able to multitask in a fast-paced environment
- Fluent in English (spoken and written)
- Knowledge of a second language is considered an asset
- Must provide a valid government-issued photo ID after hiring
- Must be prepared to work standard business hours based on Pacific time
- Must provide own workstation, computer, headset, and fast, reliable internet connection
Benefits
Comp & perks- Comprehensive training program and regular performance reviews to facilitate your success
- Great referral programs with incentives and bonuses
- Amazing growth opportunities for your personal development
- Competitive compensation based on experience and proven abilities
- Exciting and dynamic environment with a great leadership team
- Global workforce of multi-cultural and talented colleagues
- Own workstation, computer, and headset provided by candidate; fast and reliable internet connection required