Customer Support Manager

Job not on LinkedIn

🕒 6 days ago

🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Brax.io

WebsiteLinkedInAll Job Openings

11 - 50 employees

📣 Marketing

🛍️ eCommerce

Marketing • eCommerce

Brax. io is a marketing services platform that specializes in native advertising, enabling efficient content distribution at scale. It offers a comprehensive solution for bulk management, unified reporting, and rule-based optimization across various native ad sources. With integrations including Outbrain, Taboola, Yahoo Gemini, Revcontent, and Google Analytics, Brax helps users automate budget, bid, and publisher adjustments by combining campaign performance with engagement, conversion, and sales data.

📋 Description

• Directly manage and performance-coach a small team of Customer Success Managers • Establish operating cadences, enforce CRM hygiene, and keep the team focused on results • Build, implement, and enforce playbooks for onboarding, account reviews, and renewals • Own adoption, customer health, churn prevention, and Net Retention Rate metrics • Develop action plans for at-risk accounts • Collaborate with Sales and Product leadership to align feedback loops and forecast expansion • Foster a high-accountability, customer-first culture within the Customer Success team • Refine processes to support a growing customer base efficiently • Reduce churn and improve customer outcomes through strategic engagement • Support renewals by reinforcing value and maintaining customer alignment • Track and analyze KPIs such as adoption, engagement, churn risk, and retention • Share insights to improve products, processes, and customer experience • Perform other duties as assigned

🎯 Requirements

• 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 • Firm, supportive leadership style with 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 • Proactive communication skills and ability to balance speed, quality, and scale • Strong organizational and administrative skills, with solid writing, phone, and general communication abilities • Technical, analytical, and results-driven, with ability to multitask in a fast-paced environment • Fluent in English, spoken and written; knowledge of a second language is an asset • Must provide own workstation, computer, headset, and fast, reliable internet connection • Must be prepared to work standard business hours based on Pacific time • Must provide valid government-issued photo ID during onboarding • Employment reference, criminal record, and credit checks may be conducted • Updated resume in English, in PDF or Word format

🏖️ Benefits

• Comprehensive training program and regular performance reviews to facilitate your success • Competitive compensation based on experience and proven abilities • Great referral programs with incentives and bonuses • Amazing growth opportunities for personal development • Global workforce of multi-cultural and talented colleagues • Exciting and dynamic environment with a great leadership team