RightBlue Labs Inc is looking for a Customer Success Manager to join as our third CS hire, stepping into a function previously held by the sales team. You will play a critical role in shaping how we support and grow our client base, building scalable systems, defining playbooks, and setting the standard for high-touch, proactive client care.
What You'll Do
- Own the client journey post-sale, including onboarding, engagement, and retention.
- Set clear expectations, build trust quickly, and become a strategic partner to each client.
- Proactively identify risks and prevent churn through timely check-ins and milestone management.
- Help grow and scale the CS function, establish SOPs, workflows, reporting tools, and automation to support long-term scale.
- Collaborate with leadership to co-design the client lifecycle, NPS loops, and referral programs.
- Track key client milestones (e.g., SR&ED submissions, grant deadlines) to ensure timely and accurate delivery.
- Serve as the connective tissue between clients and our internal teams (e.g., technical writers, funding analysts).
- Use tools like HubSpot and Google Workspace to manage performance and visibility across accounts.
- Identify opportunities for upsell, cross-sell, and referrals based on client needs and lifecycle stage.
- Provide feedback loops to the sales, marketing, and services teams to improve the customer experience and determine advocacy potential.
What We're Looking For
- 3–5 years in Customer Success, Account Management, Consulting, or similar client-facing roles.
- Experience at a fast-growing company or scale-up is required.
- Prior experience building or refining CS workflows and playbooks.
- Experience with startups/scaleups or B2B service environments.
- Familiarity with HubSpot, Google Workspace, and AI tools.
- Been part of an early-stage CS team or worked in an early-stage environment where you helped build the playbook.
- Worked at a fast-growing startup or scale-up, and you know what it takes to build structure amid growth.
- Energized by solving operational chaos and turning ad hoc processes into repeatable systems.
- Equally comfortable speaking with CEOs and wrangling spreadsheets.
- Thrive in fast-paced, ambiguous environments and love owning outcomes.
- A natural communicator who can simplify complex ideas for non-technical audiences.
- Embody extreme ownership, a core value. You don’t pass the buck, you solve the problem.
- Operate with integrity and put client outcomes above shortcuts or quick wins.
- Thrive in ambiguous environments, love improving processes, and roll up your sleeves to get things done.
- Understand what it means to move with urgency without sacrificing quality.
Nice to Have
- Exposure to government funding programs like SR&ED, IRAP, or CanExport.
- Background in financial, technical, or grant-related consulting.
Technical Stack
- HubSpot
- Google Workspace
- AI tools
Team & Environment
You will be the third Customer Success Manager hire, stepping into a function previously held by the sales team, and will report to the VP, Customer Success.
Benefits & Compensation
- Compensation: $70k–$105k OTE (base + commission) with no cap. A top performer will exceed $100k.
- Equity/profit-share potential as we scale.
- Remote-first flexibility with a Toronto hub for events.
- Vacation, wellness days, and professional-development budget.
- Plenty of runway for career growth as we scale—shape it your way.
Work Mode
This role is hybrid with a remote-first policy, with a preference for candidates in Canadian time zones.
RightBlue Labs Inc is an equal opportunity employer.
