Customer Success Manager : Canada (Remote)

Customer Success Manager
Remote - Full-Time 
About Ekwa Marketing

Ekwa Marketing is a digital marketing agency serving healthcare and professional services practices. We partner with dental, aesthetics, medspa, dermatology, veterinary, and law clients to grow their patient and client base through SEO, paid media, websites, and content marketing. Our work is measurable, our team is collaborative, and our clients trust us because we treat their growth like our own.

This is a remote-first role with regular collaboration across time zones. You will work closely with senior leadership, implementation specialists, and a tight-knit Customer Success team.

About the Role

We are hiring a Customer Success Manager to take ownership of a portfolio of approximately 100 to 120 existing Ekwa accounts. These are established clients with performance histories, clear expectations, and real growth potential — and they need a CSM who can walk in, get up to speed quickly, and start driving outcomes.

This role is for someone who has already done the work — held a book, run quarterly business reviews, defended renewals, and grown accounts through expansion and referrals. You will bring strategic thinking and operational discipline to a portfolio that has been under-served, with meaningful latitude to shape how it is managed.

You do not need a background in healthcare or legal services. We hire for CS skill first and teach the verticals — what we are looking for is someone who has run a serious book and knows how to translate performance data into a story clients act on.

What You Will Own

• A portfolio of approximately 100 to 120 existing client accounts across our six verticals.
• End-to-end account health — engagement cadence, performance reviews, escalation management, and proactive risk identification.
• Quarterly business reviews with key stakeholders, anchored in ROI and the value Ekwa is delivering against their goals.
• The renewal process — owning renewal conversations, addressing cancellation risks early, and hitting retention targets.
• Expansion revenue — identifying and closing opportunities for upsell, cross-sell, additional services, and new locations.
• Generating referrals, reviews, and case-study-worthy wins from your book.
• Partnering with SEO, paid media, content, and web teams to translate strategy into delivery.
• Maintaining clean, accurate account data, notes, and pipeline information in HubSpot.

• Minimum 3 years in a customer success, account management, or strategic client-facing role — agency or SaaS background preferred.
• Demonstrated track record of hitting retention and expansion targets across a meaningful book of business.
• Fluency in performance marketing concepts and a willingness to go deep on Ekwa's stack — SEO, Google Ads, GA4, Search Console, and conversion tracking. You do not need to be expert in all of them on day one, but you should be able to read a performance report and tell the story behind the numbers.
• Confidence running a QBR with a senior client stakeholder — whether that is a practice owner, marketing director, or executive sponsor. You lead with empathy, then back it up with data.
• Excellent organizational and prioritization skills. You can manage a large book without anything falling through the cracks.
• Comfort with ambiguity and autonomy. You will have room to build process where it is missing.
• Proven ability to handle difficult conversations — at-risk renewals, performance pushback, and pricing discussions — without losing the relationship.
• Post-secondary education or equivalent work experience.

• Direct experience in healthcare, dental, aesthetics, dermatology, veterinary, or legal verticals.
• Hands-on familiarity with HubSpot CRM and modern reporting/BI tools (Looker, Looker Studio, Tableau).
• Experience managing a transitioned or inherited book of business.

• Curiosity and Growth: You are eager to learn new verticals, new tools, and new ways of solving client problems.
• Proactivity: You take initiative and anticipate client needs before they escalate.
• Collaboration: You work well across teams — SEO, paid, content, web — and communicate clearly under pressure.
• Accountability: You take ownership of your book and follow through with excellence.

• Remote-first with overlap expected during North American business hours (Eastern Time core).
• Recurring touchpoints with senior management and direct access to leadership.
• Meaningful ownership over how a 100 to 120 account portfolio is managed and grown.
• Inclusive, collaborative team that values authenticity, candor, and genuine care for client outcomes.

Compensation

Competitive base salary plus performance-based variable tied to retention and expansion outcomes. Specific range to be discussed during the interview process.