As a Customer Success Manager at Modash, you will be a partner to our customers as they build successful influencer programs using the Modash platform. The role involves managing a portfolio of accounts, driving adoption and renewals, onboarding new customers, and serving as the voice of the customer internally. Success is measured primarily through Net Revenue Retention (NRR) across the assigned portfolio.
What You'll Do
- Own a portfolio of accounts, mostly Shopify brands running influencer marketing programs.
- Build and maintain a clear success plan for each account.
- Run regular calls with customers in North American and GMT time zones.
- Drive adoption of Modash features like Discovery, Campaigns, CRM, email outreach, Shopify integrations, and affiliate tracking.
- Own 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 portfolio organized: write clear recaps after every interaction and keep Vitally up to date.
- Onboard new customers after handover from Sales.
- Run a strong Sales → CS handover and align on goals for the next 30–90 days.
- Run onboarding calls to understand customer team and workflow.
- Help customers set up Modash (campaigns, integrations, and tracking).
- Get customers 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 after onboarding.
- Be the main bridge between customers and Product, bringing customer problems to Product in a clear way and helping shape what is built next.
- Connect the right customers to Product for deeper discovery, feature testing, and early feedback.
- Coordinate with Sales on handovers and expansion opportunities.
- Work with Support to escalate and resolve technical issues.
- Work closely with Marketing to build customer-facing resources (guides, webinars, templates) and ensure customers engage with them.
What We're Looking For
- Must be based in Toronto, Canada.
Technical Stack
- Vitally, Notion, Intercom, Stripe, Retool, FullStory, Calendly
Team & Environment
- The CS team currently has two CSMs in Canada (Ava and Eddie).
- Reports to Paula, the Head of Customer Success.
- Culture: Customers and Creators First.
Benefits & Compensation
- Compensation details: salary, equity, and other benefits are to be determined.
Work Mode
- Role is local to Toronto, Canada.
- Role is based in Toronto to help cover North America and GMT time zones.
