Customer Success Manager

On-Target Earnings: $60,000 - $70,000 

Location: Remote

👋 About Us

Are you ready to join a team that moves at break-neck speed, backs big bets on bold ideas, and refuses to settle for “good enough”? At Martell Ventures, we don’t just build companies, we ignite category-defining products and back them with our full force. If you thrive under pressure, crave radical ownership, and want your work to drive real ROI for entrepreneurs, read on.

This isn’t a place for the faint of heart. We set ambitious targets, iterate at lightning pace, and expect you to own outcomes end-to-end. If you’re looking for incremental improvements or a steady 9-to-5, this isn’t the role for you. But if you’re hungry for growth, opportunity, and impact—and you love the thrill of building from zero to one, welcome home.

Our Core Values

• ✅ High Velocity Execution: We move fast, make data-driven decisions, and prioritize impact over process.
• ✅ AI-First Mindset: Every investment and incubation initiative must leverage AI to create leverage and efficiency. 
• ✅ Customer-Driven Development: We invest in products we can use ourselves and scale through our network.
• ✅ Radical Ownership: Every team member is responsible for delivering results and making an impact.

🎥 Why you shouldn't work here – Radical Transparency from our CEO

📝 What Applying Looks Like

We keep it transparent and efficient. Here’s what to expect:

1. 1-min intro video (Loom, Vidyard, or Google Drive – share your link below)
2. Application review
3. 15-minute intro call
4. Strengths assessment – how you learn and do
5. In-person interview – values and culture fit
6. Paid test project – work with us, like you're already on the team
7. Final call with our CEO
8. Offer – if we’re both excited, we move forward fast

💼 About the Role

As a Customer Success Manager at Revio, 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.

This role is fully remote in Canada. If you’re obsessed with helping users win and want to be part of a fast-scaling product built for the future of sales, this is for you.

🔍 What you'll do

Strategic Importance of the Role

This role owns the complete customer lifecycle from onboarding to activation, ongoing success, renewal, and expansion. 

The Customer Success Manager ensures customers achieve fast wins, stay engaged, receive proactive support, and are guided toward measurable outcomes. 

This role protects retention, drives testimonials and referrals, and directly influences revenue growth.

Duties & Responsibilities

Daily Responsibilities

• Welcome new customers and schedule onboarding/activation calls within 24 hours of signup.
• Monitor usage dashboards daily and reach out to customers who have been inactive for more than 3 days (reactivation outreach completed by 1PM).
• Respond to all customer questions and support requests within 24 business hours. For urgent issues, respond or acknowledge within 2 business hours.
• Capture questions, trends, and best practices in the knowledge base (minimum of 1 meaningful entry per day).
• Record all customer communication notes and updates in the CRM before the end of each business day.

Weekly Responsibilities

• Conduct proactive activation check-ins with all assigned customers (goal: every customer is touched at least once weekly).
• Ensure all new customers have completed Autopilot setup or have a scheduled setup session (no customer remains unscheduled for longer than 5 days).
• Follow up with any customers who have not booked their onboarding and drive them to schedule.
• Publish a weekly internal status report summarizing wins, risks, blockers, and next steps every Friday by 3 PM.
• Review customer progress and adherence and identify where coaching, guidance, or intervention is needed.

Monthly Responsibilities

• Review the full customer book and identify expansion opportunities, testimonial opportunities, and accounts that need support.
• Update onboarding playbooks, support scripts, and knowledge base entries based on new learnings.
• Meet with product/ops monthly to discuss recurring friction patterns or feature opportunities.
• Generate at least two client success stories or testimonials per month.

Key Performance Indicators

Lead Measures (actions to complete consistently):

• Time-to-First-Value plan created and delivered within 48 hours for all new customers.
• 100% Autopilot setup completed or scheduled for every active customer.
• Weekly activation check-ins completed for all accounts.
• At least 5 knowledge base entries added or updated weekly.

Lag Measures (results that indicate success):

• Average Time-to-First-Value meets or beats benchmark target.
• Customer retention is 95%+ across the managed book.
• Activation rate is greater than 90% within the first month.
• Two new success stories or testimonials secured per month.

Values and Success Behaviors

• Communicate clearly, directly, and helpfully.
• Be proactive-  identify patterns and act before problems escalate.
• Prioritize client outcomes, not just task completion.
• Show up as a strategic partner, not just a support contact.
• Protect all customer confidentiality and company intellectual property.

30/60/90 Day Success Expectations

First 30 Days:

• Understand product, playbooks, onboarding process, and customer communication systems.
• Consistently complete daily communication, usage sweeps, CRM documentation, and onboarding scheduling.

By 60 Days:

• Independently manage the full customer book.
• Run activation check-ins smoothly.
• Weekly reporting and knowledge base documentation are consistent and accurate.

By 90 Days:

• Hitting activation, retention, and testimonial targets.
• Seen by customers as a trusted advisor.
• Able to identify expansion opportunities and drive referrals with confidence.

🧠 What You Bring

Required

• 2+ years in customer success, account management, or client experience (ideally in B2B SaaS)
• Strong communication skills, you can simplify the complex and teach with clarity
• Data-driven: you understand how to track metrics like usage, churn, and LTV
• Self-motivated and able to manage your own projects in a remote environment
• Empathy for creators and small teams and excitement about helping them grow

Preferred

• Experience supporting SaaS tools in the CRM, AI, or sales automation space
• Familiarity with tools like Intercom, Google Docs, GoHighLevel and Slack
• Prior experience in a startup or fast-paced growth environment
• Bonus: experience working with creators, solopreneurs, or coaching businesses

💡 You're a Great Fit If You…

• Love working directly with customers and solving problems fast
• Want customers to win BIG
• Think onboarding is a product in itself and treat it that way
• Have strong opinions on what great CS looks like, but stay flexible to iterate
• Are energized by autonomy, ownership, and moving quickly
• Want to grow into leadership
• Are hungry for more than a job, you want a mission