Client Success Manager

About Buyapowa

Buyapowa is the global leader in referral and advocacy marketing technology. Our SaaS platform helps enterprise brands including Trupanion,Metro, Boost Mobile,Next Insurance,Members 1st, Delta, Telus & Koodo acquire higher-value customers through trusted recommendations.

As our client base grows, we're building a Customer Success function designed to deliver operational excellence at scale. We're now looking for a Customer Success Manager who will ensure our programs run flawlessly day-to-day — providing the foundation for long-term client trust and retention.

This is a hands-on, delivery-focused Customer Success role. You'll own the operational execution of client programs — making sure campaigns go live smoothly, content and rewards are accurate, data flows correctly, and requests are handled quickly and reliably.

Where Strategic Account Managers set direction, you ensure perfect execution. Your work directly underpins client confidence, stability and renewal.

You'll work collaboratively across the business, ensuring programs are delivered at enterprise-grade quality

• Own the day-to-day operation of assigned client programs, including content updates, configurations, rewards and campaign setup
• Ensure program quality and accuracy through ongoing QA across referral flows, rewards and reporting
• Manage incoming client requests, resolving operational needs directly and coordinating with Tech for more complex issues
• Produce regular operational reporting covering traffic, conversions, reward volumes and reconciliations
• Implement boosters, UX tweaks and in-flight optimisations with precision
• Support client onboarding and go-lives in partnership with the Implementation team
• Maintain clear documentation, tickets and workflows to ensure nothing falls through the cracks
• Coordinate cross-functionally with Product, Engineering, and other internal stakeholders to progress requests efficiently

• Strong project management and organisational skills with exceptional attention to detail
• Experience in Customer Success, delivery or operations within a SaaS or digital platform environment
• A process-driven mindset and ability to keep workflows tight and predictable
• Comfort working with platform behaviour, data and configurations (you don't need to be an engineer)
• Calm, reliable and solutions-oriented under pressure
• A proactive "I'll own that" attitude backed by strong follow-through

To keep the Customer Success model clear and scalable, this role does not include:

• Commercial negotiation or upsell ownership
• Strategic account planning
• Renewal ownership
• Deep performance strategy or recommendation building

(These sit with Strategic Account Managers.)

• Operational ownership of enterprise-grade customer programs — you'll be the backbone of daily success for some of the world's biggest brands
• High impact — your work directly drives campaign stability, data accuracy and client trust
• Cross-functional exposure — collaborate closely with Product, Tech and Delivery teams

And the benefits to match:

• Learning & Development – You'll have a personal learning budget and clear growth goals every six months
• Ownership – You'll be eligible for our generous equity incentive plan after passing probation
• Wellbeing – YuLife rewards for healthy habits, plus 24/7 GP access and mental health support via HealthHero and YourHalo
• Work–life balance – Rest is encouraged and protected
• Remote-first – We'll provide the tools and setup you need to do your best work from anywhere
• Family-friendly flexibility – We support whatever your home life looks like