🌟 Ready to help reshape a $26B industry and build the future of branded merch?

commonsku is revolutionizing the promotional products industry. Our platform empowers branded merch distributors to work smarter — managing projects, building quotes, placing orders, and collaborating with clients and suppliers seamlessly through the power of the Connected Workflow.

We’re a remote-first, community-driven team obsessed with elevating our customers, their clients, and the broader industry. Our values – Community First, Ten Steps Ahead, Fast Forward, and Delightful Work – guide us. We believe you can innovate, push forward, and do more, while also sharing a laugh, supporting your colleagues, and having a life outside of work.

If you’re energized by ambitious work, creative collaboration, and helping to build something great, you’ll want to keep reading.

🚀 About the Role: Senior Customer Success Manager

We’re growing — and we’re hiring a Senior Customer Success Manager to join our Customer Success team!

In this role, you’ll help us ensure long-term engagement and retention while acting as a technical partner to help customers realize the full value of the platform. You’ll collaborate closely with teammates across Product, Engineering, Sales, and Support, contribute to a high-trust environment, and play a direct role in shaping the future of the industry.

💡 About You

You’re not just looking for a job — you’re looking for a place to do your best work. You bring:

• A community mindset — You see customers as partners and coworkers as collaborators. You lift others up, always follow through on your commitments, and thrive in a team that does the same. (Community First)

• Momentum and ownership — You act with optimism, take initiative, and turn ideas into results. You move fast and bring others with you. (Fast Forward)

• Vision and boldness — You don’t just react — you anticipate. You think big, challenge the status quo, and push the work (and the industry) forward. (Ten Steps Ahead)

• Joy in the craft — You care deeply about what you build and how it makes people feel. You bring thoughtfulness, transparency, and a sparkling sense of humour to the table. (Delightful Work)

🛠️ What You’ll Do

Here’s what you’ll do:

• Drive Relationship Success: Act as the primary strategic partner for a portfolio of customers. Host business reviews to align their goals with commonsku’s evolving features and promote new and existing feature adoption, ensuring customers maximize the value of the platform and their licenses.

• Lead Enterprise Growth: Onboard and train new enterprise accounts to ensure a seamless start, and serve as the dedicated CSM for accounts converting to our Enterprise tier.

• Technical Partnership: Liaise and advise customers on API and webhook functionality, explore integration ideas and visions to help them achieve their platform objectives, troubleshoot technical hurdles and provide regular customer feedback to Product teams to enhance future functionality

• Growth & Retention: Monitor account health and pursue opportunities for deeper feature adoption and package upgrades to reduce churn and increase "stickiness."

• Voice of the Customer: Collect and share customer feedback with Product and Engineering to influence the roadmap and partner with Marketing for case studies and community stories.

• Strategic Evolution: Participate in internal projects to optimize success workflows, such as automating tasks and enhancing the overall client experience.

🔍 What You Bring

Some of the qualities that help you thrive in this role:

• 3+ years of experience in customer success, account management, or a related role, ideally within a SaaS or tech company.

• Analytical & Technical Aptitude: Comfort troubleshooting API/webhook issues and using data-driven insights to manage account health (experience with CRM/CS tools like Salesforce or Gainsight is a plus).

• Exceptional Communication: The ability to build deep rapport with customers and act as a spokesperson for commonsku at industry events and webinars.

• Comfort working independently and asynchronously, while also prioritizing collaboration and connection with people.

• Experience (or excitement for) working with AI.

Bonus Points For:

• Familiarity with the promotional products industry or creative agencies.

• Bonus: Ability to build non-production Proof of Concept (PoC) versions as needed.

💰 Compensation & Perks

We believe in fair, transparent compensation. Starting salary for this role is $87,500 –$95,000, depending on previous experience and skillset, plus a $15,000 commission target.

New hires are expected to come in at the midpoint of this range. However, if this role sounds perfect for you and your expectations are outside of this range, we encourage you to apply and let us know in your application about your ideal package. If we agree that it’s a good fit, we will have open discussion around what’s possible.

Plus:

• Remote-first culture (with plenty of excellent in-person experiences sprinkled in)

• Company-wide closure between December 25th and January 1st

• Health and dental benefits, including a $1,000 healthcare spending account

• RRSP/TFSA contributions up to $3,000 a year (no employee contribution required!)

• Twice-yearly company wide summits (we call it HQ and you’ll love it)

• A delightful team of smart people who are good at what they do

🌎 Location

This role is open to candidates eligible to work in Canada, with the exception of Quebec (we’re not set up to operate there yet — désolé!).

We’re remote-first, but if you’re based in Toronto, even better. That’s where we were founded and where we maintain our HQ today!

🌱 A Bit More About Us

commonsku supports hundreds of promotional products distributors and suppliers with technology that drive efficiency, growth, and connection. Our skummunity (commonsku + community = skummunity, get it?) is powered by events, education, and shared knowledge and is core to who we are.

We’ve grown by being “for promo by promo” and now, we’re scaling our impact to elevating an entire industry. We’d love your help doing it.

🤖 A Note About AI

We use AI every day at commonsku to be faster and better. If you use AI tools to help you draft your resume or cover letter, that’s totally fine — just make sure what you submit reflects you.

In the spirit of transparency, we also use AI to help us work smarter. We utilize Teamtailor’s AI features to assist with applicant screening, note-taking, and interview recording. This technology helps us move quickly and efficiently, but it does not replace our judgment. A member of our Talent team reviews every resume and conducts every interview, ensuring that a human always makes the decision on who advances in our process.

📬 How to Apply

If this role feels like a fit, apply now at https://commonsku.com/careers!

We try our level best to review and respond to every application we receive. So, once you’ve applied, wait to hear from a member of our People team with an update. If it looks like a good fit, expect a phone interview as the first step.

By the way, you don’t need to meet 100% of the requirements — we value potential, learning, and diversity of thought. Tell us why you're excited, and let’s chat.

❤️ commonsku is an Equal Opportunity Employer

We’re committed to building a diverse team that reflects the skummunity we serve. We welcome applicants of all backgrounds, experiences, and identities.