Customer Success Manager

Marsello

32d•Remote

About The Position

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.

Requirements

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

Nice To Haves

Retail experience is a bonus
A degree in Marketing, Business, or a related field is a plus, but not essential
Positive, empathetic, and endlessly resourceful individual
Thrive in a fast-paced environment
Communicate clearly
Genuinely enjoy going the extra mile for your customers
Comfortable working remotely as part of a global team
Confidence, curiosity, and a bias for action

Responsibilities

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