Customer Success Manager

On-Target Earnings: $60,000 - $75,000Location: Remote👋 About UsAre you ready to join a team that moves at break-neck speed, backs big bets on bold ideas, and refuses to settle for “good enough”? At Martell Ventures, we don’t just build companies, we ignite category-defining products and back them with our full force. If you thrive under pressure, crave radical ownership, and want your work to drive real ROI for entrepreneurs, read on.This isn’t a place for the faint of heart. We set ambitious targets, iterate at lightning pace, and expect you to own outcomes end-to-end. If you’re looking for incremental improvements or a steady 9-to-5, this isn’t the role for you. But if you’re hungry for growth, opportunity, and impact—and you love the thrill of building from zero to one, welcome home.Our Core Values✅ High Velocity Execution: We move fast, make data-driven decisions, and prioritize impact over process.✅ AI-First Mindset: Every investment and incubation initiative must leverage AI to create leverage and efficiency. ✅ Customer-Driven Development: We invest in products we can use ourselves and scale through our network.✅ Radical Ownership: Every team member is responsible for delivering results and making an impact.🎥 Why you shouldn't work here – Radical Transparency from our CEO📝 What Applying Looks LikeWe keep it transparent and efficient. Here’s what to expect:1-min intro video (Loom, Vidyard, or Google Drive – share your link below)Application review15-minute intro callStrengths assessment – how you learn and doIn-person interview – values and culture fitPaid test project – work with us, like you're already on the teamFinal call with our CEOOffer – if we’re both excited, we move forward fast💼 About the RoleAs a Customer Success Manager at Martell Media, 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 DoCustomer Onboarding & ActivationLead the onboarding process and design journeys that create fast, repeatable winsDevelop tailored success plans for key accounts to optimize usage and product stickinessDeliver workshops, webinars, and 1:1 sessions that drive engagement and product masteryTrack onboarding KPIs and user engagement to ensure consistent outcomesRetention & GrowthMonitor customer health scores and proactively address churn risksDrive upsell, renewal, and expansion opportunities through consultative supportBuild strong, trust-driven relationships with power users and teamsCollect feedback, identify patterns, and collaborate with product and engineering to improve UXEnablement & DocumentationCreate and maintain help docs, templates, and internal resources that scale customer educationManage Martell Media support experience, respond quickly and thoughtfully across channelsPartner cross-functionally to evolve the voice of customer in product decisions🧠 What You BringRequired2+ years in customer success, account management, or client experience (ideally in B2B SaaS)Strong communication skills, you can simplify the complex and teach with clarityData-driven: you understand how to track metrics like usage, churn, and LTVSelf-motivated and able to manage your own projects in a remote environmentEmpathy for creators and small teams and excitement about helping them growPreferredExperience supporting SaaS tools in the CRM, AI, or sales automation spaceFamiliarity with tools like HubSpot, Intercom, Notion, and SlackPrior experience in a startup or fast-paced growth environmentBonus: experience working with creators, solopreneurs, or coaching businesses💡 You're a Great Fit If You…Love working directly with customers and solving problems fastThink onboarding is a product in itself and treat it that wayHave strong opinions on what great CS looks like, but stay flexible to iterateAre energized by autonomy, ownership, and moving quicklyWant to grow into leadershipAre hungry for more than a job, you want a mission