Customer Success Manager

The Knot Worldwide

8h • Remote

About The Position

As a Customer Success Manager (you!), you will serve as a strategic partner to Canadian wedding professionals, helping them navigate industry trends and maximize their growth on our platform. You will join our "pioneer" Team Canada, a high-energy group dedicated to building the country’s largest wedding planning network from the ground up. This role offers the unique opportunity to exercise total ownership over the customer journey—from onboarding to long-term advocacy—within the supportive and expansive ecosystem of The Knot Worldwide family.

Requirements

• Proven Client Experience: You have 2+ years of experience in customer service or client relations, with a track record of managing accounts and driving customer retention.
• Educational Foundation: You hold a Bachelor’s degree and possess high emotional intelligence, allowing you to navigate complex interpersonal dynamics and difficult conversations.
• Superior Communication Skills: You have excellent written and verbal communication skills, with the ability to translate technical features into tangible business value for clients.
• Self-Directed Initiative: You are a proactive problem-solver who thrives in a fast-paced "startup" environment and enjoys taking ownership of new programs and tests.
• Exceptional Time Management: You have a knack for prioritizing efficiently, multitasking under pressure, and organizing your workday to meet consistent monthly deadlines.
• Passion for Impact: You have a true desire to help small business owners succeed and an enthusiastic attitude toward constant change and industry evolution.

Responsibilities

• Drive Vendor Growth: You will establish yourself as a "trusted advisor" for an assigned portfolio of wedding professionals, advising them on best business practices and technology trends to ensure they hit their specific performance goals.
• Onboard & Educate: You lead the end-to-end onboarding process, ensuring new partners are fully equipped to use the WeddingWire Canada advertising platform to attract more couples.
• Manage Account Health: You are responsible for the full lifecycle of the client relationship, including proactive outreach, billing/accounts receivable management, and navigating sensitive suspension or cancellation conversations with empathy and professionalism.
• Advocate for the Customer: You act as the bridge between our partners and the product, identifying unmet expectations and advocating for vendor needs to internal stakeholders to improve the overall platform experience.
• Achieve Performance Metrics: You consistently hit monthly success targets and KPIs, using data-driven insights to help local businesses stay ahead of the competition.
• Champion the Brand: You represent WeddingWire Canada as a brand ambassador, maintaining high levels of customer satisfaction and building long-term loyalty within the local wedding industry

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level