Customer Success Manager : Canada (Remote)

We are seeking a Customer Success Manager to manage an established portfolio of approximately 100 to 120 client accounts across multiple service verticals. This is a remote role with regular collaboration across teams in different time zones. In this position, you will own account health end to end, including engagement cadence, performance reviews, escalation management, and early risk identification. You will lead quarterly business reviews with key stakeholders, manage renewal conversations, address cancellation risks, and work to achieve retention goals. The role also includes identifying opportunities for upsell, cross-sell, additional services, and expansion, as well as encouraging referrals and other account growth opportunities. You will partner with internal teams to translate strategy into execution and maintain accurate account notes and pipeline information in a CRM system. The ideal candidate has at least 1 year of experience in customer success, account management, or another strategic client-facing role, with agency or SaaS experience preferred. You should have a proven track record of managing a meaningful book of business, improving retention, and supporting growth. Familiarity with performance marketing concepts is important, along with the ability to review reporting and explain results clearly. Strong organization, prioritization, and communication skills are essential, as is comfort handling difficult conversations and working independently. Post-secondary education or equivalent experience is preferred. Experience in healthcare, professional services, or related industries is an asset.