Customer Success Manager : Canada (Remote)

Ekwa Marketing Inc.•Mississauga, ON

1d•Remote

About The Position

Ekwa Marketing is a digital marketing agency serving healthcare and professional services practices. We partner with dental, aesthetics, medspa, dermatology, veterinary, and law clients to grow their patient and client base through SEO, paid media, websites, and content marketing. Our work is measurable, our team is collaborative, and our clients trust us because we treat their growth like our own. This is a remote-first role with regular collaboration across time zones. You will work closely with senior leadership, implementation specialists, and a tight-knit Customer Success team. We are hiring a Customer Success Manager to take ownership of a portfolio of approximately 100 to 120 existing Ekwa accounts. These are established clients with performance histories, clear expectations, and real growth potential — and they need a CSM who can walk in, get up to speed quickly, and start driving outcomes. This role is for someone who has already done the work — held a book, run quarterly business reviews, defended renewals, and grown accounts through expansion and referrals. You will bring strategic thinking and operational discipline to a portfolio that has been under-served, with meaningful latitude to shape how it is managed. You do not need a background in healthcare or legal services. We hire for CS skill first and teach the verticals — what we are looking for is someone who has run a serious book and knows how to translate performance data into a story clients act on.

Requirements

Minimum 3 years in a customer success, account management, or strategic client-facing role; agency or SaaS background preferred.
Demonstrated track record of hitting retention and expansion targets across a meaningful book of business.
Fluency in performance marketing concepts and a willingness to learn Ekwa's stack (SEO, Google Ads, GA4, Search Console, conversion tracking). Ability to interpret performance reports and communicate insights.
Confidence in conducting QBRs with senior client stakeholders.
Excellent organizational and prioritization skills to manage a large book of business effectively.
Comfort with ambiguity and autonomy; ability to build process where needed.
Proven ability to handle difficult conversations (at-risk renewals, performance pushback, pricing discussions) while maintaining relationships.
Post-secondary education or equivalent work experience.

Nice To Haves

Direct experience in healthcare, dental, aesthetics, dermatology, veterinary, or legal verticals.
Hands-on familiarity with HubSpot CRM and modern reporting/BI tools (Looker, Looker Studio, Tableau).
Experience managing a transitioned or inherited book of business.

Responsibilities

Own a portfolio of approximately 100 to 120 existing client accounts across six verticals.
Manage end-to-end account health, including engagement cadence, performance reviews, escalation management, and proactive risk identification.
Conduct quarterly business reviews with key stakeholders, focusing on ROI and the value Ekwa delivers against client goals.
Manage the renewal process, including renewal conversations, addressing cancellation risks, and achieving retention targets.
Drive expansion revenue by identifying and closing opportunities for upsell, cross-sell, additional services, and new locations.
Generate referrals, reviews, and case-study-worthy wins from the client portfolio.
Partner with SEO, paid media, content, and web teams to translate strategy into delivery.
Maintain clean and accurate account data, notes, and pipeline information in HubSpot.