Customer Success Manager (AI)

Location: Montreal, Canada

Salary: $92,000–$121,000 CAD annual base salary or OTE

Company

Subscription commerce platform providing digital products and services through multiple channels and devices, with a strategic initiative focused on AI-driven enterprise tools.

What you will do

• Own the post-sale lifecycle for strategic accounts, including onboarding, adoption, renewal, and expansion.
• Manage relationships with enterprise customers through QBRs, executive check-ins, and success plans.
• Drive net revenue retention through upsells, cross-sells, and deeper product adoption.
• Oversee the support experience by coordinating Tier 1/2/3 teams, refining SLAs, and triaging Zendesk tickets.
• Build customer health scoring, maintain knowledge base content, and implement CSAT/NPS measurement.
• Collect product feedback and translate customer needs into actionable insights for product and engineering.

Requirements

• 4–7 years of experience in customer success, account management, or support leadership, ideally in B2B SaaS.
• Experience managing strategic or enterprise accounts with high-touch engagement.
• Experience working in Zendesk and coordinating with support organizations across teams.
• Technical aptitude with APIs, AI/ML concepts, and developer-facing products.
• Ability to use metrics to identify churn risk, prioritize work, and support customer outcomes.
• Strong communication skills for working with executives, engineers, customers, and internal support teams.

Nice to have

• Experience in a startup or early-stage environment.
• Experience using AI tools to draft responses, analyze customer data, create documentation, or automate workflows.

Culture & Benefits

• Inclusive environment supporting diversity of experience, identity, and thought.
• Regular employees may be eligible for performance-based bonuses.
• Full range of employee benefits is available.
• Recruitment automation tools may be used under human oversight, with hiring decisions made by people.