Lead customer onboarding, training, technical support, relationship management, success planning, retention, renewals, and expansion for B2B SaaS customers. Monitor customer health, usage, CSAT, NPS, and lifetime value while escalating technical issues and advocating for product improvements. As the first Customer Success Manager, establish customer-facing processes and help shape the future customer success organization.
Customer Success Manager (CSM)
Location: Remote (Must accommodate US East Coast working hours)
About UsPartnerships are the future of go-to-market. They drive 30-50% of company revenue, yet most partner teams are stuck with spreadsheets, email chains, and outdated CRMs - tools never built for partnerships at scale. The result? Wasted time, lost deals, and inefficiencies that kill growth.
EULER is the AI-native PRM for modern partnership teams - built to replace manual work, eliminate partner friction, and turn partner activity into repeatable revenue and measurable ROI. Our mission: make partner revenue scalable and predictable.
We grew 600% YoY in 2025 and serve industry leaders - consistently winning against legacy solutions. We move fast, build intentionally, and focus on delivering real value. If you're excited to solve big problems, work with smart teammates, and shape the future of partner tech, we'd be glad to meet you.
Role OverviewAs our first Customer Success Manager, you will play a pivotal role in shaping the customer experience at EULER. You will ensure our customers achieve their desired outcomes while using our PRM solutions. This role requires a technical background and a willingness to wear many hats, directly impacting customer retention, satisfaction, and the overall success of our customers and partners.
This is a career-defining role. We expect to build our entire customer-facing org around YOU.
- Lead the onboarding process for new customers, ensuring a smooth transition and successful implementation of Euler's software.
- Conduct product training sessions tailored to customer needs, enabling them to maximize the value of our solutions.
- Provide technical support to customers, troubleshooting and resolving issues related to our software.
- Work closely with the engineering team to escalate and resolve complex technical issues.
- Build and maintain strong relationships with key stakeholders within customer organizations.
- Act as the main point of contact for customers, addressing their queries and concerns promptly and effectively.
- Develop and execute customer success plans that align with customer goals and objectives.
- Regularly review customer usage and engagement metrics to identify opportunities for improvement and growth.
- Serve as a customer advocate, providing feedback to the product team on feature requests and areas for improvement.
- Keep customers informed about product updates, new features, and best practices.
- Monitor customer health metrics to identify at-risk accounts and develop strategies to mitigate churn.
- Drive customer renewals and identify opportunities for upselling and cross-selling additional products or services.
- Track and report on key customer success metrics, such as customer satisfaction (CSAT), Net Promoter Score (NPS), and customer lifetime value (CLV).
- Continuously refine processes and strategies to improve these metrics.
- 5+ years of experience in customer success within a B2B SaaS environment.
- Exceptional command of English, both written and spoken, is a must. You should be able to communicate complex ideas clearly and effectively, as if you were a native speaker.
- Strong technical aptitude with the ability to understand and explain complex technical concepts.
- Proficiency in customer success software and CRM tools (e.g., HubSpot, Salesforce).
- Strong interpersonal and communication skills.
- Ability to build and maintain relationships with customers and internal teams.
- Excellent problem-solving and critical-thinking abilities.
- Understanding of PRM solutions and the SaaS business model.
- Experience with onboarding, training, and supporting B2B customers.
- Highly organized with a customer-centric mindset.
- Self-motivated and able to work independently in a fast-paced startup environment.
- Adaptable and able to manage multiple priorities.
- A "jack or jill of all trades" mentality, willing to take on various tasks to support the team and our customers.
- Impact: Be a foundational member of our team, directly influencing the growth and success of our customers and our company.
- Growth: Opportunities for professional development and career advancement as we scale.
- Culture: A collaborative and supportive work environment where your ideas and contributions are valued.
We'd love to meet you.
Similar Jobs
Artificial Intelligence • Cloud • Social Impact • Software • Wearables
Manages strategic enterprise customer relationships, onboarding, adoption, success planning, renewals, escalations, and value realization. Serves as the primary customer contact, coordinates Sales, Support, Professional Services, Legal, Product, Marketing, and Training teams, tracks product adoption and engagement, leads business reviews, identifies expansion opportunities, and delivers customer feedback to influence product roadmaps.
Agency • HR Tech • On-Demand • Professional Services
Manage strategic customer success initiatives for enterprise customers and complex integrations. Drive onboarding, satisfaction, retention, revenue growth, cross-sell, and upsell opportunities. Advocate for customers at the executive level, analyze performance metrics, provide industry-informed recommendations, collaborate cross-functionally with Sales and Marketing, and mentor junior team members.
Top Skills:
SaaS
Artificial Intelligence • Hardware • Robotics • Software
Manage implementation, adoption, retention, renewals, and expansion for approximately 20 Canadian public-sector and commercial customer accounts. Build scalable onboarding and customer success processes, lead enterprise implementation projects, conduct proactive business reviews, communicate product feedback to executives, and partner with Sales, Product, Engineering, and Solutions Engineering. The role is remote in Canada, requires approximately 40% travel, and requires eligibility to obtain an Advanced Operations Pilot Certificate.
Top Skills:
Autonomous Flight TechnologyUnmanned Aircraft Systems
What you need to know about the Calgary Tech Scene
Employees can spend up to one-third of their life at work, so choosing the right company is crucial, not just for the job itself but for the company culture as well. While startups often offer dynamic culture and growth opportunities, large corporations provide benefits like career development and networking, especially appealing to recent graduates. Fortunately, Calgary stands out as a hub for both, recognized as one of Startup Genome's Top 100 Emerging Ecosystems, while also playing host to a number of multinational enterprises. In Calgary, job seekers can find a wide range of opportunities.
