Customer Success Manager

CoPilot AI is a Vancouver-based SaaS start-up with a mission: to innovate the way people grow their business by humanizing digital interactions in a scalable way.

We believe in maximizing authentic and mutually beneficial human connections for business growth, which is why CoPilot AI automatically targets qualified people on social media, initiates one-to-one conversations, and surfaces timely sales opportunities without requiring any cold calling, events, or expensive advertising. Our goal is to create a place where our customers can have more meaningful conversations at scale.

As we scale into the next phase, we are looking to hire for two nearshore Customer Success Managers

CoPilot AI helps businesses automate and scale their outbound on LinkedIn. We are currently at $10M ARR and building our next evolution: HeyStack (an agentic multi-channel AI platform).

We are hiring a Customer Success Manager who thinks like a sales rep.

This is not a traditional support role. This is not "relationship management." This is a high-velocity, revenue-driving CSM role focused on retention, expansion, and product adoption. You will manage a book of 150–250 customers, keep them seeing value, and grow your portfolio month after month. If you love AI, understand the grind of outbound sales, and want to earn based on your performance, this is for you.

Own Retention

• Fight churn. You own the renewal conversations end-to-end.

• Monitor risk. Watch for low usage and bad results. Intervene before a customer cancels.

Teach Effective Prospecting

• Fix the messaging. Our platform works, but copy matters. You'll coach customers on writing better messages.

• Teach the tools. Show users how to build audiences and use LinkedIn Sales Navigator effectively.

• Drive outcomes. Help users launch campaigns that actually generate replies.

Drive Expansion Revenue

• Hit your number. You have a monthly expansion quota (~$8k USD).

• Grow the account. Upgrade seats, convert users to annual plans, and ask for referrals.

• Spot opportunity. Identify growth potential within every account in your book.

Navigate Platform Strategy

• Manage change. LinkedIn's guidelines evolve constantly.

• Ensure health. Help users adapt to these changes and adjust sending limits.

• Keep them active. Ensure accounts remain healthy so users can keep sending.

Lead the Transition to HeyStack

• Bridge the gap. Guide customers from our legacy tool (CoPilot) to our new AI platform (HeyStack).

• Drive adoption. Ensure smooth onboarding and early wins so users stay and expand.

• You have sales DNA. Experience in Customer Success, Account Management, SDR/AE, or any outbound prospecting role. You are comfortable asking for money.

• You are an AI native. You use ChatGPT, Gemini, or Claude daily. You know how to prompt. You are excited about the future of AI agents.

• Outbound-Savvy: You understand LinkedIn. You know the difference between a Connection Request and an InMail, how Boolean search works, and why certain messages get replies while others don't.

• Resilient & Solutions-Focused: This is a high-volume role with demanding customers. You don't get flustered when someone is upset. You stay calm, solve the problem, and keep moving. You can balance empathy with efficiency.

• You are nearshore. But you can work North American hours.

• Experience: 1–3 years in a customer-facing role (SDR, BDR, Account Manager, or CSM). You have carried a quota or managed a ticket queue before.

• Language: C1/C2 English proficiency. You must be able to write nuanced, professional emails and handle rapid-fire objections on Zoom without hesitation.

• Tech Stack: You have used a CRM (HubSpot, Salesforce) and a ticketing system (Intercom, Zendesk). You are comfortable learning new software in 24 hours.

Setup: You have a dedicated workspace and high-speed internet (stable enough for video calls).

Role Overview:

Customer Success Manager (CSM) – B2C
Reports to: Lead Customer Success Manager II
Department: Customer Success B2C

The CSM guides customers through the full lifecycle, from onboarding to renewal, ensuring measurable success with CoPilot AI. You'll be a strategic advisor, problem-solver, and relationship builder, focused on customer outcomes, retention, expansions, and advocacy.

Key Responsibilities & Success Indicators:

1. Onboard for Success

• Lead structured onboarding in the first 3 weeks: Setup Validation → Optimization → Review & Graduation.
• Coach customers on campaigns, feature adoption, and engagement.
• Success: Customers launch campaigns within 48 hours and reach adoption milestones by Day 30.

1. Provide Technical & Platform Support

• Troubleshoot issues with accuracy and urgency.
• Use HubSpot, Stripe, Zoom, Gong, and Pendo to document and communicate resolutions.
• Proactively manage escalations.
• Success: Fast issue resolution, minimal escalation, confident and supported customers.

1. Drive Renewals & Retention

• Own accounts, conduct proactive check-ins, monitor health signals.
• Implement success plans that support renewal.
• Success: High renewal rates, lower churn, improved customer health scores.

1. Identify Growth & Expansion Opportunities

• Recommend upsells, cross-sells, and additional seats based on customer data.
• Convert satisfied customers into advocates (reviews, referrals, testimonials).
• Success: Expansion revenue growth and increased customer advocacy.

1. Drive Adoption & Process Improvement

• Analyze workflows and adoption gaps, provide guidance to boost platform usage.
• Contribute to training and resources to improve efficiency.
• Success: Higher activation, faster onboarding, smoother processes.

1. Collaborate Cross-Functionally

• Partner with RevOps, PMM, and EPD to align on customer needs and GTM strategy.
• Relay insights to influence product roadmap.
• Support Sales during expansions.
• Success: Strong internal alignment, measurable impact on product evolution and strategy.

Why This Role Matters:
This is a high-impact position where your work directly drives growth and customer success. Top performers will be rewarded with career growth, professional development, perks, and the opportunity to be part of a high-performing, excellence-driven team.

Who you are:

• 1-3 years of account or customer management experience, preferably in SaaS
• Possess deep empathy for the customer experience and sound great on the phone
• Tech savvy - you know the lingo and how the processes work
• Extremely organized (because you will be onboarding a lot of customers all with distinct requirements)
• Highly motivated individual with the uncanny ability to sniff out an up-sell or revenue opportunity
• Quick learner, driven, and have a great work ethic
• Natural communicator with the ability to inspire and influence
• Problem-solver extraordinaire
• Strong interpersonal skills with the ability to build trusting relationships with team members, management and external partners
• Strong strategic thinking skills paired with the courage to challenge the status quo
• Extremely proactive and thrives in a dynamic, move-fast, roll-up-your-sleeves culture

Bonus:

• Experience with LinkedIn's Sales Navigator
• Experience with using Hubspot Service Hub
• 1 years of sales experience

About CoPilot AI

CoPilot AI has been recognized as a BC Technology Impact Award finalist and lauded by Canadian Business as the winner of the Best Pivot award and one of Canada's Fastest-Growing Companies. Deloitte spotlighted us as a 2021 Canada Companies-to-Watch Winner. Our latest win? Being highlighted by Forbes as one of Canada's best startup employers for 2024

As an equal opportunity employer, CoPilot AI truly stands behind #diversity and are committed to creating an environment of inclusion where hiring decisions are based on merit and business needs and without regard to race, colour, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. CoPilot AI also makes workplace accommodations for qualified individuals with disabilities as required by applicable law. If you require accommodations during the interview process, please let us know and we will work with you to meet your needs.

Our Values? Glad You Asked

#Innovation: We are passionate about creating, innovating, and pioneering. We constantly strive to challenge the status quo.

#Boldness: We care deeply about our work and the impact we make. We are audacious in our decisions and actions, showcasing our commitment to the success of our customers and our team.

#Authenticity: We pride ourselves on being genuine, transparent, and real in all our interactions. We believe in authenticity, which we exhibit both internally and externally.