Head of Customer Success owning strategic accounts and support operations for a SaaS vendor marketplace. Leading teams, onboarding, health scoring, renewals, and expansion.
About the role
- Junior Customer Success Manager onboarding and re-engaging brands using Motion and Runneth. Supporting high-volume customer success for an AI-powered advertising platform.
Responsibilities
- Teach new customers how to use the Runneth AI agent through group sessions, one-on-one calls, and asynchronous walkthroughs
- Monitor customer signals indicating inactivity, usage limits, or difficulties and proactively reach out
- Re-engage inactive customers and resolve issues to restore product usage
- Respond to customers quickly and clearly via Slack, email, and short screen-share calls
- Record every customer conversation in HubSpot
- Become fluent in Motion and Runneth and explain the products to customers
- Support 100–150 small and mid-sized brands and agencies
- Work with a senior CSM and grow toward a full CSM role
Requirements
- 2+ years in high-volume hospitality or personal training
- Experience as a server, bartender, host, front desk worker, shift lead, hotel manager, personal trainer, or coach
- Experience handling a big section, busy floor, or full client roster
- Self-directed movement toward technology, such as taking a course, building a website, managing social media, setting up booking or POS systems, starting a side business, or using AI tools
- Experience building something from nothing, such as a menu, system, event, side hustle, or process
- High agency and ability to identify and solve problems independently
- Ability to explain things clearly in writing and verbally
- Genuine care for customers
- Exceptional organization
- Bonus: exposure to marketing, ecommerce, or a DTC brand
- Bonus: experience with Shopify, Meta ads, or a CRM
- Comfort with extensive written communication
- Willingness to continually learn and adapt to changing products
- Ability to use AI as a daily working habit
- Must be based in Canada or the United States
Benefits
- Equity for all employees
- Health benefits from day one
- Monthly health & lifestyle stipend
- 20 days PTO
- $1,500 work-from-home stipend
- Remote-first, hybrid optional work arrangement
- Annual team offsite
- Summer company retreat
- AI-powered virtual office via Roam
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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