About the Role We’re looking for a Customer Success Manager who’s excited to join a small, high‑impact team and help shape how strategic customer success works at Quo. We’re a remote‑first company, but we’d like this role to be based in Toronto. You’ll be joining a team of four, partnering closely with our other Senior Customer Success Manager, and building your own portfolio of customers to grow and retain. You’re comfortable earning your way into accounts, identifying high‑potential customers, and deciding where deeper, strategic engagement will drive the most impact. In your first 90 days, you’ll be expected to deeply understand our customer base and product, define your initial portfolio’s strategy, and begin driving measurable adoption and expansion through both 1:1 and scaled initiatives. Some of the Things You’ll Do Build and own a portfolio of Quo customers and be responsible for retaining and growing them, ensuring they are successful with our product. Build trusted, strategic relationships with customers and confidently represent their voice across the company. Drive, and refine account plans (quarter over quarter) for each customer in your portfolio, aligning support and engagement to their desired business outcomes and needs. Influence how we evolve our Customer Success motions by sharing learnings, patterns, and recommendations that improve how we onboard, engage, and grow customers at scale. Build engagement automations using usage signals and customer attributes using Pocus and Unify. Collaborate closely with Customer Onboarding and Marketing to ensure customers discover retention‑driving features, adopt the product meaningfully, and see ongoing value over time. Partner with Support and Customer Education to help shape product training content and deliver that content to customers at the right moments. Work closely with Revenue Operations to define customer segmentation and drive scaled, proactive success plays alongside your 1:1 work to automate outreaches and meet customers where want to be met. Use strong judgment in deciding where to invest 1:1 effort versus scaled engagement (webinars, in‑app), using data, signals, and customer context. Monitor product usage and customer signal patterns (using Mode and Amplitude) to identify actionable adoption opportunities that drive long‑term retention. You have a strong product sense, understand deeply where customers get stuck and work closely with the Product to recommend where to unblock users or increase discoverability. You’re accountable for Net Revenue Retention, and understand how activation, adoption, expansion, and churn all ladder into that outcome. You’re motivated by impact, ownership, and building something that scales. About You 5+ years of experience in Customer Success or Customer Marketing, ideally at fast‑growing SaaS startups where you balanced strategy with hands‑on execution. You’re a natural cross‑functional collaborator, comfortable building strong relationships and representing the voice of the customer across Product, Marketing, Sales, and Support. You’re confident leading video calls, guiding decisions, and pushing customers to take action, not just explaining the product. You can tailor your approach and attitude to specific customers’ needs. You’re comfortable running experiments, measuring results, and iterating to continuously improve your approach. Strong project management and organizational skills; you’re a self‑starter who thrives in ambiguity and untapped potential. You think naturally in automation and scale, with experience using marketing or customer‑success tools such as Customer.io, Braze, HubSpot, or Pocus. Strong copywriting skills, with the ability to tailor tone and messaging across email, in‑app, and other customer‑facing channels. You make data‑informed decisions and care deeply about tracking activation and adoption, using tools like Heap, Amplitude, or Mode. Compensation The total on‑target earnings for this position range from $132,000 – $155,000 CAD, plus equity and benefits. This range is designed to align with market rates in areas where we are actively recruiting across Canada. Salary is just one component of Quo’s total compensation package; your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy. Who We Are As a fully remote company, we thrive as a team. We are curious, ambitious, and dedicated to our work. We value trust above all else, and have a strong bias for action. We are committed to creating an inclusive and diverse work environment. It is important that you are able to bring your authentic self to work every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. #J-18808-Ljbffr