Senior Customer Success Manager
About The Position
commonsku is revolutionizing the promotional products industry. Our platform empowers branded merch distributors to work smarter — managing projects, building quotes, placing orders, and collaborating with clients and suppliers seamlessly through the power of the Connected Workflow. We’re a remote-first, community-driven team obsessed with elevating our customers, their clients, and the broader industry. Our values – Community First, Ten Steps Ahead, Fast Forward, and Delightful Work – guide us. We believe you can innovate, push forward, and do more, while also sharing a laugh, supporting your colleagues, and having a life outside of work. If you’re energized by ambitious work, creative collaboration, and helping to build something great, you’ll want to keep reading. We’re growing — and we’re hiring a Senior Customer Success Manager to join our Customer Success team! In this role, you’ll help us ensure long-term engagement and retention while acting as a technical partner to help customers realize the full value of the platform. You’ll collaborate closely with teammates across Product, Engineering, Sales, and Support, contribute to a high-trust environment, and play a direct role in shaping the future of the industry.
Requirements
- 3+ years of experience in customer success, account management, or a related role, ideally within a SaaS or tech company.
- Analytical & Technical Aptitude: Comfort troubleshooting API/webhook issues and using data-driven insights to manage account health (experience with CRM/CS tools like Salesforce or Gainsight is a plus).
- Exceptional Communication: The ability to build deep rapport with customers and act as a spokesperson for commonsku at industry events and webinars.
- Comfort working independently and asynchronously, while also prioritizing collaboration and connection with people.
- Experience (or excitement for) working with AI.
Nice To Haves
- Familiarity with the promotional products industry or creative agencies.
- Ability to build non-production Proof of Concept (PoC) versions as needed.
Responsibilities
- Drive Relationship Success: Act as the primary strategic partner for a portfolio of customers. Host business reviews to align their goals with commonsku’s evolving features and promote new and existing feature adoption, ensuring customers maximize the value of the platform and their licenses.
- Lead Enterprise Growth: Onboard and train new enterprise accounts to ensure a seamless start, and serve as the dedicated CSM for accounts converting to our Enterprise tier.
- Technical Partnership: Liaise and advise customers on API and webhook functionality, explore integration ideas and visions to help them achieve their platform objectives, troubleshoot technical hurdles and provide regular customer feedback to Product teams to enhance future functionality
- Growth & Retention: Monitor account health and pursue opportunities for deeper feature adoption and package upgrades to reduce churn and increase "stickiness."
- Voice of the Customer: Collect and share customer feedback with Product and Engineering to influence the roadmap and partner with Marketing for case studies and community stories.
- Strategic Evolution: Participate in internal projects to optimize success workflows, such as automating tasks and enhancing the overall client experience.
Benefits
- Remote-first culture (with plenty of excellent in-person experiences sprinkled in)
- Company-wide closure between December 25th and January 1st
- Health and dental benefits, including a $1,000 healthcare spending account
- RRSP/TFSA contributions up to $3,000 a year (no employee contribution required!)
- Twice-yearly company wide summits (we call it HQ and you’ll love it)
- A delightful team of smart people who are good at what they do
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
