Customer Success Manager

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 retentionSet clear expectations, build trust quickly, and become a strategic partner to each clientProactively 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 scaleCollaborate 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 deliveryServe 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 stageProvide 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 playbookYou've worked at a fast-growing startup or scale-up, and you know what it takes to build structure amid growthYou are energized by solving operational chaos and turning ad hoc processes into repeatable systemsYou're equally comfortable speaking with CEOs and wrangling spreadsheetsYou thrive in fast-paced, ambiguous environments and love owning outcomesYou'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 rolesExperience at a fast-growing company or scale-up is requiredPrior experience building or refining CS workflows and playbooksExperience with startups/scaleups or B2B service environmentsFamiliarity with HubSpot, Notion, and Google Workspace Bonus (but not required) Exposure to government funding programs like SR&ED, IRAP, or CanExportBackground 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 scoreClient retention & renewal rateOnboarding time-to-completeMilestone 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.