Senior Customer Success Manager

Small businesses represent 99.9% of all companies, yet they're still forced to choose between clunky, outdated enterprise phone systems or their personal phones. This multi-billion dollar market has been overlooked for decades, left to cobble together solutions that slow them down instead of helping them grow. Quo is changing that. We bring calls, texts, and customer information together into one easy-to-use, AI-powered platform. We’re not just building a phone system. We’re setting a new standard for how businesses connect with their customers. Driven by our values, we move fast, build with determination, and obsess over delivering value to the businesses that have been underserved for far too long. Today, Quo is trusted by more than 90,000 companies and rated #1 in customer satisfaction on G2 . We’re backed by Y Combinator, Tiger Global, Craft Ventures, Slow Ventures, and other top-tier investors. It’s safe to say we’re onto something big. About the role We’re looking for a Customer Success Manager who’s excited to join a small, high-impact team and help shape how strategic customer success works at Quo. We’re a remote-first company, but we’d like this role to be based in Toronto. We have a strong local presence there, with teammates who enjoy co-working days and building community in person. You’ll be joining a team of four, partnering closely with our other Senior Customer Success Manager, and building your own portfolio of customers to grow and retain. You’re comfortable earning your way into accounts, identifying high-potential customers, and deciding where deeper, strategic engagement will drive the most impact. Quo is product-led at its core. This is not a traditional enterprise CSM role built around rigid processes or scripted playbooks. You’ll operate in a PLG environment, using product usage, customer signals, and experimentation to create clear success and growth plans, blending thoughtful 1:1 engagement with scalable, automated motions. You thrive at building strong customer relationships and the systems that support them. You’re comfortable using a wide range of tools and meeting customers at the right moments through a mix of live conversations, webinars, in-app messaging, and email. You think creatively about how to drive adoption and expansion using the full toolkit available to you. Success in this role is measured by NRR and the inputs into it. You’re motivated by ownership, impact, and building something that scales. In your first 90 days, you’ll be expected to deeply understand our customer base and product, define your initial portfolio’s strategy, and begin driving measurable adoption and expansion through both 1:1 and scaled initiatives. Some of the things you’ll do: Build and own a portfolio of Quo customers and be responsible for retaining and growing them, ensuring they are successful with our product. Build trusted, strategic relationships with customers and confidently represent their voice across the company. Drive, and refine account plans (quarter over quarter) for each customer in your portfolio, aligning support and engagement to their desired business outcomes and needs. Influence how we evolve our Customer Success motions by sharing learnings, patterns, and recommendations that improve how we onboard, engage, and grow customers at scale. Build engagement automations using usage signals and customer attributes using Pocus and Unify. Collaborate closely with Customer Onboarding and Marketing to ensure customers discover retention-driving features, adopt the product meaningfully, and see ongoing value over time. Partner with Support and Customer Education to help shape product training content and deliver that content to customers at the right moments. Work closely with Revenue Operations to define customer segmentation and drive scaled, proactive success plays alongside your 1:1 work to automate outreaches and meet customers where want to be met. Use strong judgment in deciding where to invest 1:1 effort versus scaled engagement (webinars, in-app), using data, signals, and customer context. Monitor product usage and customer signal patterns (using Mode and Amplitude) to identify actionable adoption opportunities that drive long-term retention You have a strong product sense, understand deeply where customer get stuck and work closely with Product to recommend where to unblock users or increase discoverability. You’re accountable for Net Revenue Retention, and understand how activation, adoption, expansion, and churn all ladder into that outcome. You’re motivated by impact, ownership, and building something that scales. About you 5+ years of experience in Customer Success or Customer Marketing, ideally at fast-growing SaaS startups where you balanced strategy with hands-on execution. You’re a natural cross-functional collaborator, comfortable building strong relationships and representing the voice of the customer across Product, Marketing, Sales, and Support. You're confident leading video calls, guiding decisions, and pushing customers to take action, not just explaining the product. You can tailor your approach and attitude to specific customers needs. You’re comfortable running experiments, measuring results, and iterating to continuously improve your approach. Strong project management and organizational skills; you’re a self-starter who thrives in ambiguity and untapped potential. You think naturally in automation and scale, with experience using marketing or customer success tools such as Customer.io , Braze, HubSpot, or Pocus. Strong copywriting skills, with the ability to tailor tone and messaging across email, in-app, and other customer-facing channels. You make data-informed decisions and care deeply about tracking activation and adoption, using tools like Heap, Amplitude, or Mode. Compensation The total on-target-earnings for this position range from $132,000 - $155,000 CAD, plus equity and benefits. This range is designed to align with market rates in areas where we are actively recruiting across Canada. The range displayed reflects the target for new hire salaries, and within this range, individual pay is determined by your skills and experience, as well as relevant education. Your recruiter can share more and answer questions about the specific salary range during the hiring process. Salary is just one component of Quo’s total compensation package. Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy. Who we are As a fully remote company, we thrive as a team. We are curious, ambitious, and dedicated to our work. We value trust above all else, and have a strong bias for action. If you're looking for a place to do your life's work, please get in touch. We'd love to hear from you. And remember, there's no such thing as a 'perfect' candidate. We're looking for optimists with grit and determination, who are excited to face the challenges of a growing startup. Quo is the type of company where you can grow, and we encourage you to apply for this role even if you don't think you meet all the requirements. We are committed to creating an inclusive and diverse work environment. It is important that you are able to bring your authentic self to work every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. #LI-Remote #PostLI