Customer Success Manager, Toronto

Hi! I'm Paula, the Head of Customer Success at Modash.

I'm looking for a Customer Success Manager to join our team. Here's a little background, examples of the things that you'll work on, and things you probably want to know.

Background & reason for hiring

Customer Success has been one of the most important functions at Modash since the beginning. Our value Customers and Creators First guides the team every day. We’re hiring a new CSM based in Toronto, Canada so every customer gets the attention and support they deserve as we grow.

We already have two CSMs in Canada: Ava (platform CSM) and Eddie (API CSM). Toronto helps us cover both North America and GMT time zones. You’ll join a tight-knit CS team that takes ownership seriously and cares about the people we work with.

Scope of the role & example projects

Your job is simple to explain and hard to do well: be a partner to our customers as they build a successful influencer program using Modash. You’ll work on two fronts:

First, you’ll help them make the program successful by aligning on goals, building a plan together, and learning what works through regular check-ins. Second, you’ll help them make Modash the backbone of their workflow, so influencer marketing is run in a clear, repeatable way that the whole team can rely on.

1. Own your portfolio of accounts

You'll manage a portfolio of customers, mostly Shopify brands running influencer marketing programs. Success in this role is measured mainly through Net Revenue Retention (NRR) across your portfolio, and the day-to-day work that drives it (adoption, success plans, and renewals).

For each account, you'll:

• Build and maintain a clear success plan (what are we trying to achieve, what's next, when do we check progress)
• Run regular calls. Your portfolio will primarily include North American and GMT-timezone customers
• Drive adoption of Modash features like Discovery, Campaigns, CRM, email outreach, Shopify integrations, and affiliate tracking
• You own the expansion end-to-end, from spotting the need to shaping the proposal to getting the upgrade over the line.
• Own renewals and coordinate invoicing with Finance
• Keep your portfolio organized: write clear recaps after every interaction and keep Vitally up to date

2. Onboard new customers

As soon as a customer buys Modash and is handed over from Sales, you're their first real partner at Modash. You'll:

• Run a strong Sales → CS handover and align on goals for the next 30–90 days
• Run onboarding calls to understand their team and workflow
• Help them set up Modash (campaigns, integrations, and tracking)
• Get them to first value fast (first creators found, first outreach sent, first campaign tracked)
• Send a clear action plan and recap email with owners and timelines

3. Collaborate with Product, Sales, Support and Marketing

You're the voice of the customer internally. That means:

• You’re the main bridge between customers and Product. You’ll bring customer problems to Product in a clear way, and help shape what we build next.
• You’ll connect the right customers to Product for deeper discovery, feature testing, and early feedback.
• You’ll coordinate with Sales on handovers and expansion opportunities.
• You’ll work with Support to escalate and resolve technical issues.
• You’ll work closely with Marketing to build customer-facing resources (guides, webinars, templates), and make sure customers engage with them.

The tools you'll use

• Vitally → our Customer Success CRM and source of truth for all accounts
• Notion → our internal knowledge base for everything Modash
• Intercom → customer support, newsletters, and in-app communication
• Stripe → subscriptions, payments, and invoices
• Retool → internal admin tool
• FullStory → session recordings for debugging and understanding customer behavior
• Calendly → scheduling customer calls

Requirements

Required skills and experience

• You have 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role.
• You communicate clearly in writing and on calls. You can write recaps and emails that are easy to follow and actually helpful.
• You’re organized and good at follow-through. You can manage a lot of accounts at once without things slipping.
• You think ahead and build a plan with customers, instead of only reacting when something goes wrong.
• You learn quickly and can become a Modash product expert fast.
• Your English is strong, both written and spoken.
• You take ownership. When you hit a roadblock, you keep going and find a way forward.
• You’re comfortable working in a startup environment where things move fast and change.

Nice-to-haves

• Experience working with influencer marketing teams, e-commerce brands, or in the creator economy.
• Familiarity with Shopify brands and how e-commerce teams work day to day.
• Experience with common CS and billing tools (for example: Vitally, Intercom, and Stripe).

Benefits

What we're offering

• Flexible working hours. We trust you to do your job, without anyone looking over your shoulder.
• Unlimited paid vacation time. If you're happy & well-rested, you'll do better work. Take the time you need to enjoy a balanced life.
• Fully remote working. As long as you have a reliable internet connection, we want you to work wherever is best for you. At home, in a café, on a beach. Whatever works.
• Personal development. When you grow, we benefit. If there's a course, book, or conference that will help you upskill – we'll cover it.
• Ownership. You're the expert at what you do, and so you should have the flexibility to make decisions and take action quickly. No unnecessary red tape. Got an out-of-the-box idea? You'll have the autonomy to go ahead and try things that you might not be able to at other companies.