Customer Success Manager

Job Title:

Customer Success Manager (SaaS) – Remote, Toronto Area

About the Role

We're looking for a Customer Success Manager to become the main point of contact for our users: answering live chat, handling support tickets, coordinating with developers, and turning recurring questions into a clear helpdesk.

This is a full-time, remote role (40h/week, 9am–5pm) for someone based in Canada within ~1.5 hours drive from Toronto. No specific degree required since we care more about how you think, communicate, and handle customers.

Salary: CAD $50,000 per year

Type: Full-time, permanent

Location: Remote in Canada, within ~90 minutes of Toronto

What You'll Do

Customer Support & Live Chat

• Answer customer questions via live chat and email, with a typical response time of 5–10 minutes during your shift.
• Understand our product deeply so you can answer most questions autonomously without asking the team each time.
• Keep a friendly, clear, professional tone in every message.

Bug & Issue Management

• When something looks like a bug or technical issue, create a clear ticket for the dev team (with context, steps to reproduce, screenshots, user info, etc.).
• Track the status of those tickets until they're resolved.
• Follow up with the customer with simple, transparent updates on what has been done and the final outcome.

Helpdesk & Documentation

• Help us build and maintain our helpdesk / knowledge base.
• Turn recurring questions from chat and email into help articles, FAQs, and step-by-step guides.
• Continuously improve and expand the helpdesk based on real customer requests.

Using Our Internal Tools

• Use our internal software to:
• Impersonate customer accounts (for troubleshooting)
• Apply or generate discount codes (following our rules)
• Help users with subscriptions / account issues
• Handle compliance-related requests (data, privacy, etc.) using templates and frameworks we provide.

Customer Relationship & Ownership

• Own the full loop: from first contact to final resolution.
• Push for solutions, not just answers — if something is unclear, you investigate.
• Be the person who knows "what's going on with each customer issue" at any time.

Requirements

We're flexible, but here's what we really need:

• Based in Canada, within roughly 1.5 hours drive from Toronto (for occasional in-person meetings).
• Able to work Monday–Friday, 9am–5pm (Toronto time).
• Fluent / near-native English – especially in writing. You should be able to write:
• Very clear, natural sentences
• Professional, friendly replies
• Easy-to-understand explanations of technical topics
• Experience in the software / SaaS industry (customer support, customer success, or similar).
• Experience in customer support (live chat, email support, or ticketing tools).
• Comfortable learning a new product in detail and running it "by heart" after training.
• Strong interpersonal skills: calm, polite, and patient even when users are stressed or upset.
• Autonomous and organized: you don't drop tickets, you follow through until things are done.

Nice-to-Haves (Not Required)

• Experience with helpdesk tools (e.g. Intercom, Zendesk, Help Scout, etc.).
• Experience creating help articles, FAQs, or internal documentation.
• Experience working with dev teams (e.g. Jira, Linear, ClickUp, or similar tools).
• Previous experience in data, sales intelligence, or B2B SaaS.

What We Offer

• CAD $50,000 / year salary.
• Fully remote work, with occasional in-person meetups around Toronto if needed.
• Direct access to the founding team and developers.
• A chance to own the customer support function end-to-end and help build our helpdesk from scratch.
• A clear training period (~5 days) at the start so you can learn the product, tools, and processes.

How to Apply:

Please fill out this google form to apply

Job Types: Full-time, Permanent

Pay: $50,000.00 per year

Benefits:

• Extended health care
• Paid time off

Work Location: Remote