Customer Success Manager
On-Target Earnings: $60,000 - $70,000
Location: Remote
About Martell Group
The Martell Group exists to build people, brands, and ventures that create meaningful impact. Across our four companies, we combine audience, operators, and execution to launch scalable products and empower ambitious leaders in Media, B2B SaaS, and AI.
Founded by serial entrepreneur and investor Dan Martell (investor in Udemy, Intercom, and Unbounce), we’re building a company that values leadership, growth, and simplicity, and we’re looking for people who live those values too.
Our goal is to attract world-class talent and align people where their impact is greatest. When you apply to Martell Group, you’ll automatically be considered for all open roles across our companies, not just the one you applied for.
Why you shouldn't work here – Radical Transparency from our CEO
About the Role
As a Customer Success Manager, you’ll be the trusted partner helping creators, coaches, and sellers extract real value from our AI-powered CRM. You’ll guide customers through onboarding, increase adoption, and proactively ensure they succeed, and stay.
This role is fully remote in Canada. If you’re obsessed with helping users win and want to be part of a fast-scaling product built for the future of sales, this is for you.
What you'll do
Daily Responsibilities
- Welcome new customers and schedule onboarding/activation calls within 24 hours of signup.
- Monitor usage dashboards daily and reach out to customers who have been inactive for more than 3 days (reactivation outreach completed by 1PM).
- Respond to all customer questions and support requests within 24 business hours. For urgent issues, respond or acknowledge within 2 business hours.
- Capture questions, trends, and best practices in the knowledge base (minimum of 1 meaningful entry per day).
- Record all customer communication notes and updates in the CRM before the end of each business day.
Weekly Responsibilities
- Conduct proactive activation check-ins with all assigned customers (goal: every customer is touched at least once weekly).
- Ensure all new customers have completed Autopilot setup or have a scheduled setup session (no customer remains unscheduled for longer than 5 days).
- Follow up with any customers who have not booked their onboarding and drive them to schedule.
- Publish a weekly internal status report summarizing wins, risks, blockers, and next steps every Friday by 3 PM.
- Review customer progress and adherence and identify where coaching, guidance, or intervention is needed.
Monthly Responsibilities
- Review the full customer book and identify expansion opportunities, testimonial opportunities, and accounts that need support.
- Update onboarding playbooks, support scripts, and knowledge base entries based on new learnings.
- Meet with product/ops monthly to discuss recurring friction patterns or feature opportunities.
- Generate at least two client success stories or testimonials per month.
What You Bring
Required
- 2+ years in customer success, account management, or client experience (ideally in B2B SaaS)
- Strong communication skills, you can simplify the complex and teach with clarity
- Data-driven: you understand how to track metrics like usage, churn, and LTV
- Self-motivated and able to manage your own projects in a remote environment
- Empathy for creators and small teams and excitement about helping them grow
Preferred
- Experience supporting SaaS tools in the CRM, AI, or sales automation space
- Familiarity with tools like Intercom, Google Docs, GoHighLevel and Slack
- Prior experience in a startup or fast-paced growth environment
- Bonus: experience working with creators, solopreneurs, or coaching businesses