Customer Success Manager

Marsello•Toronto, ON

34d•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. 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.

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
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.

Nice To Haves

Retail experience is a bonus
A degree in Marketing, Business, or a related field is a plus, but not essential

Responsibilities

Get to know the Marsello product inside and out, so you can spot opportunities for brands to do more with it
Review customer health data and jump in proactively to prevent churn
Turn data into clear, actionable advice for brands
Run video calls with customers to share best practices in loyalty, email, and SMS marketing
Champion customers internally and celebrate their wins
Keep CRM notes sharp and up to date
Gather feedback and feature requests and feed them back to our Product team
Be a trusted voice for beta features and early access programs
Answer customer questions with speed and care
Run product training sessions when needed
Stay on top of the latest in marketing and customer success best practice