Customer Success Manager

Overview

Customer Success Manager

Company: 021 Strategic
Department: Customer Success
Reports to: VP, Customer Success
Location: Remote-first (preference for Canadian time zones)

About 021 Strategic

021 Strategic helps innovative startups and scaleups access and optimize non-dilutive funding, specializing in SR&ED, government grants, and funding strategy. We provide white-glove, hassle-free service while leveraging technology to scale our impact. Our mission is to unlock funding that accelerates innovation. We are growing fast, with a high-performance, ownership-driven culture.

Who We’re Looking For

This is our second dedicated Customer Success hire, stepping into a function previously held by our sales team. As our Customer Success Manager, you will play a critical role in shaping how we support and grow our client base, building scalable systems, defining playbooks, and setting the standard for high-touch, proactive client care.

You’ll work closely with our leadership and service teams to ensure a seamless post-sale experience for our clients, most of whom are CEOs, technical founders, or CFOs managing complex and deadline-driven funding initiatives.

This role is ideal for someone who’s worked at a fast-growing company or scale-up and has helped build CS systems from scratch while thriving in environments that require both strategy and hands-on execution.

Key Responsibilities

Client Success & Experience

- Own the client journey post-sale, onboarding, engagement, and retention
- Set clear expectations, build trust quickly, and become a strategic partner to each client
- Proactively identify risks and prevent churn through timely check-ins and milestone management

Process Building & Scalability

- Help build the CS function from the ground up, establish SOPs, workflows, reporting tools, and automation to support long-term scale
- Collaborate with leadership to co-design the client lifecycle, NPS loops, and referral programs

Project & Relationship Management

- Track key client milestones (e.g., SR&ED submissions, grant deadlines) to ensure timely and accurate delivery
- Serve as the connective tissue between clients and our internal teams (e.g., technical writers, funding analysts)
- Use tools like HubSpot, Notion, and Google Workspace to manage performance and visibility across accounts

Strategic Growth

- Identify opportunities for upsell, cross-sell, and referrals based on client needs and lifecycle stage
- Provide feedback loops to the sales, marketing, and services teams to improve the customer experience

Core Competencies

- You’ve been the first CS hire or worked in an early-stage environment where you helped build the playbook
- You’ve worked at a fast-growing startup or scale-up, and you know what it takes to build structure amid growth
- You are energized by solving operational chaos and turning ad hoc processes into repeatable systems
- You’re equally comfortable speaking with CEOs and wrangling spreadsheets
- You thrive in fast-paced, ambiguous environments and love owning outcomes
- You’re a natural communicator who can simplify complex ideas for non-technical audiences

Experience

- 3–5 years in Customer Success, Account Management, Consulting, or similar client-facing roles
- Experience at a fast-growing company or scale-up is required
- Prior experience building or refining CS workflows and playbooks
- Experience with startups/scaleups or B2B service environments
- Familiarity with HubSpot, Notion, and Google Workspace

Bonus (but not required)

- Exposure to government funding programs like SR&ED, IRAP, or CanExport
- Background in financial, technical, or grant-related consulting

Cultural Fit

- You embody extreme ownership, a core value at 021 Strategic. You don’t pass the buck, you solve the problem.
- You operate with integrity and put client outcomes above shortcuts or quick wins.
- You thrive in ambiguous environments, love improving processes, and roll up your sleeves to get things done.
- You understand what it means to move with urgency without sacrificing quality.

Success Metrics

- Client NPS / satisfaction score
- Client retention & renewal rate
- Onboarding time-to-complete
- Milestone completion rates

What We Offer

- $70k–$105k OTE (base + commission) with no cap. A top performer will exceed $100k.
- Equity/profit-share potential as we scale.
- Remote-first flexibility with a Toronto hub for events.
- Vacation, wellness days, and professional-development budget.
- Plenty of runway for career growth as we scale—shape it your way.

How to Apply

If you’re excited about building the customer success function from scratch at a fast-growing, impact-driven company, we want to hear from you. Apply here and email us your proudest CS systems build or a short note about your client success philosophy to careers @ 021strategic.com. Bonus points if you attach something that shows how you think.

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