Customer Success Manager

📋 Description

• • As a Customer Success Manager at Martell Growth Solutions LLC, 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.
• • Your day-to-day responsibilities include welcoming new customers and scheduling onboarding/activation calls within 24 hours of signup, monitoring usage dashboards daily and reaching out to inactive customers within 3 days, responding to all customer inquiries within 24 business hours (2 hours for urgent issues), capturing insights in the knowledge base with at least one meaningful entry per day, and recording all customer communications in the CRM before end of day.
• • Weekly, you’ll conduct proactive check-ins with all assigned customers, ensure new customers complete Autopilot setup or have a scheduled session within 5 days, follow up on unscheduled onboarding, publish a weekly internal status report by Friday 3 PM, and review customer progress to identify where coaching or intervention is needed.
• • Monthly, you’ll review the full customer book for expansion and testimonial opportunities, update onboarding playbooks and support scripts based on learnings, meet with product/ops to discuss friction patterns or feature opportunities, and generate at least two client success stories or testimonials per month.
• • Martell Group exists to build people, brands, and ventures that create meaningful impact. Founded by serial entrepreneur Dan Martell (investor in Udemy, Intercom, and Unbounce), we value leadership, growth, and simplicity. We’re a remote-first company in Canada, combining audience, operators, and execution to launch scalable products in Media, B2B SaaS, and AI. When you apply, you’ll be considered for all open roles across our companies.
• • In this role, you’ll develop deep expertise in customer lifecycle management, data-driven retention strategies, and SaaS product adoption. You’ll sharpen your communication, analytical, and relationship-building skills while contributing to a fast-scaling product that empowers ambitious leaders. You’ll gain exposure to cross-functional collaboration with product and operations teams and have the opportunity to shape customer success processes in a high-growth environment.