Customer Success Manager

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🕒 May 11

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Wishpond (TSXV:WISH)

WebsiteLinkedInAll Job Openings

201 - 500 employees

☁️ SaaS

🛍️ eCommerce

💰 Debt Financing on 2021-09

SaaS • Marketing • eCommerce

Wishpond is a comprehensive marketing platform designed to help businesses increase sales and grow their customer base. It offers a variety of tools including landing pages, email marketing, social promotions, marketing automation, and Shopify marketing. Their platform is user-friendly, allowing businesses to create effective marketing campaigns without the need for extensive technical skills. Wishpond also provides a team of marketing experts to manage campaigns, ensuring that businesses can achieve their marketing goals efficiently. The company targets a wide range of industries, including eCommerce, beauty and wellness, fitness, financial institutions, and more, and is particularly beneficial for small to medium-sized businesses looking to enhance their digital marketing presence.

📋 Description

• Manage a high‑volume book of SMB and mid‑market accounts • Drive engagement through scaled touchpoints rather than manual check‑ins • Prioritize accounts based on health, risk, and opportunity • Ensure customers launch successfully and reach early time‑to‑value • Monitor usage and proactively intervene when accounts stall • Partner with onboarding to ensure smooth, consistent handoffs • Design and execute scalable programs such as email sequences, webinars, and in‑app engagement flows • Build repeatable playbooks for onboarding, adoption, and renewal • Continuously improve processes to support more customers efficiently • Identify at‑risk accounts early using health signals • Take proactive action to reduce churn and improve customer outcomes • Support renewal motions through ongoing engagement and value reinforcement • Use tools like Vitally, Intercom, and CRM data to manage your book • Track key KPIs including adoption, engagement, churn risk, and retention • Share insights with the team to improve product, processes, and customer experience • Other duties as assigned.

🎯 Requirements

• 2–4 years of experience in Customer Success, Account Management, or a similar customer‑facing role, ideally within a SaaS or B2B tech environment • Experience managing a high-volume book of business • Strong operational mindset • Comfortable working with data and identifying trends • Familiarity with tools like Vitally, Intercom, HubSpot, or Salesforce • Experience building or optimizing CS playbooks and automation workflows • Proactive communicator with strong organizational skills • Able to balance speed, quality, and scale • As part of a diverse team, the ability to work both independently and collaboratively. • Must be technical, analytical, results-driven and have the ability to multitask in a fast-paced environment. • Organized, administratively strong, and have solid writing, phone, and general communication skills. • Fluent in English (spoken and written). Knowledge of a second language is considered an asset.

🏖️ Benefits

• Exciting and dynamic environment with a great leadership team • 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 • Unbelievable product discounts when you use our products for your own business • A global workforce of multi-cultural and talented colleagues • A close-knit operation with amazing growth opportunities for your personal development • Corporate headquarters in beautiful Vancouver, British Columbia, Canada