Customer Success Manager

About Vish

Vish is a rapidly expanding Canadian startup that is innovating how salons manage their operations. Our technology enables salons to reduce waste, control inventory, boost service revenue, and make informed data-driven decisions daily. What began as a salon-level solution is evolving into a transformative platform for the entire hair color industry, impacting supply chains across several countries including Canada, the US, UK, Australia, and New Zealand.

Role Overview

The Customer Success Manager will take charge of onboarding and training new clients, configuring systems, and delivering ongoing support to salon owners and staff. This position is based onsite in our Calgary office.

Key Responsibilities

• Manage comprehensive customer relationships from initial onboarding and training through contract renewals and service expansion.
• Develop and maintain trust-based relationships with salon owners, managers, and senior stylists.
• Work to improve customer retention and minimize churn within your portfolio.
• Perform regular customer check-ins and business reviews to highlight value and uncover growth possibilities.
• Spot upsell and expansion opportunities and collaborate with sales teams to close deals.
• Collect and relay customer feedback to guide product enhancements.
• Use customer data and analytics to focus efforts and enhance success metrics.
• Maintain accurate customer records in HubSpot CRM.
• Coordinate with sales, product, and engineering departments to achieve customer success.

Candidate Profile

• 2 to 4 years of experience in customer success or account management within a B2B SaaS setting.
• Excellent verbal and written communication abilities.
• Outstanding customer service aptitude.
• Comfortable discussing contract renewals, pricing, and upselling opportunities.
• Self-motivated with a proactive and independent work style.
• Technologically adept, able to quickly learn new software.
• Proficiency with Microsoft Excel.
• Experience using HubSpot or other CRM platforms.
• Background in SaaS, vertical SaaS, or software aimed at SMBs is highly desirable.
• Experience in beauty, salon, fitness, or wellness industries is advantageous.
• Strong critical thinking and problem-solving capabilities.

Why Join Vish

At Vish, you’ll become part of a dynamic and rapidly growing team that values your input, gives you impactful work from day one, and fosters continuous learning. You’ll collaborate with passionate colleagues committed to revolutionizing the hair color industry from the ground up.