Customer Success Manager at Marsello

Toronto, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

11 Oct, 26

Salary

0.0

Posted On

13 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success Management, Account Management, Churn Reduction, Loyalty Marketing, Consultative Selling, SaaS B2B, CRM Management, Product Training, Email Marketing, SMS Marketing, Data Analysis, Customer Relationship Management

Industry

Software Development

Description

Marsello helps over 2,000 brands around the world build stronger customer relationships through personalized loyalty marketing. We're growing fast, and we're looking for a Customer Success Manager based in Toronto to join our global team spread across New Zealand, Canada, and Australia. If you love building relationships, solving problems, and helping businesses hit their goals, this role is for you. What you'll do You'll be the go-to person for a portfolio of retail and hospitality brands, helping them get real value out of Marsello. That means: Getting to know the Marsello product inside and out, so you can spot opportunities for brands to do more with it Reviewing customer health data and jumping in proactively to prevent churn Turning data into clear, actionable advice for brands Running video calls with customers to share best practices in loyalty, email, and SMS marketing Championing your customers internally and celebrating their wins Keeping CRM notes sharp and up to date Gathering feedback and feature requests and feeding them back to our Product team Being a trusted voice for beta features and early access programs Answering customer questions with speed and care Running product training sessions when needed Staying on top of the latest in marketing and customer success best practice You'll work across different types of customers — from high-touch, high-value brands to lighter-touch accounts — and you'll have real influence over how we improve our processes and hit our goals as a team. You'll know you're succeeding when churn scores keep improving, more customers are adopting key features, our customers turn into advocates for Marsello, and your case study leads and reviews are fueling our marketing engine. Ideally we're looking for someone with: 3+ years in Customer Success, or as an account manager in a marketing agency (or equivalent experience) SaaS B2B experience preferred An understanding of loyalty marketing and the value it brings to brands Experience with consultative, solutions-based selling A track record of delivering great remote customer experiences and reducing churn Comfort using tools like Intercom or HubSpot Retail experience is a bonus A degree in Marketing, Business, or a related field is a plus, but not essential What can you bring to the role? Ideally we are looking for a positive, empathetic, and endlessly resourceful individual. You thrive in a fast-paced environment, communicate clearly, and genuinely enjoy going the extra mile for your customers. You're comfortable working remotely as part of a global team, and you bring confidence, curiosity, and a bias for action to everything you do. At Marsello, you'll join a collaborative team that works hard, laughs often, and takes real pride in doing great work together. We offer remote working, birthday leave and healthcare benefits. Come and be part of the team, we’d love to hear from you!

Responsibilities

Manage a portfolio of retail and hospitality brands to maximize product value and prevent churn through proactive health monitoring. Act as a bridge between customers and the product team by gathering feedback and sharing marketing best practices.