About Plum
We are Plum — an HR Tech, B2B SaaS company helping organizations make data-driven talent decisions across the employee journey. We harness the predictive power of psychometric data so every candidate is matched to opportunities where they will flourish so businesses can thrive.
As an SMB Customer Success Manager, you’ll join our high-impact CX team of three, managing and delivering Plum products and services that drive measurable customer success. You’ll design and deliver a best-in-class onboarding and support experience for SMB customers, with a major focus on building AI-powered automation — creating videos, guides, and self-serve resources that scale the customer journey.
This role is perfect for someone who is fast-paced, detail-oriented, AI-savvy, and passionate about creating positive customer experiences.
We are now a team of 22 and, while our roots are in Waterloo, Canada, we are fully remote (we don’t have a physical office!) with team members from Vancouver to NYC to Grand Manan Island. Our ideal candidate will be located in Canada and willing to work in the Eastern Time Zone.
What You’ll Do
Onboarding & Account Management
- Lead implementation, onboarding, and training for SMB customers
- Maintain accurate customer records in HubSpot
- Manage renewals, adoption, and retention metrics
- Understand customer goals and recommend the right solutions
AI-Driven Automation
- Design and implement self-serve onboarding through videos, guides, and in-app resources
- Leverage AI to automate:
- Onboarding workflows
- Customer check-ins
- Renewal activities
- Common support FAQs
- Continuously test, improve, and expand automation to scale SMB success
Customer Insights & Advocacy
- Share customer feedback with the product and leadership teams
- Identify trends and opportunities for deeper customer engagement
What You’ll Bring
- 2–3 years in a customer-facing role (Customer Success, Account Management, etc.)
- Early adopter of GenAI tools — using them daily to automate tasks and improve processes
- Strong written and video communication skills
- Project management skills with attention to detail
- Process-oriented mindset with a bias toward innovation and execution
- Experience in high-growth, small-team environments
Bonus Skills
- HR Tech, Talent Acquisition, Talent Management, Recruiting, or ATS experience
Who You Are
- Self-confident, motivated, and customer-focused
- Friendly and approachable, building rapport easily in virtual settings
- Excited by the challenge of building processes from scratch
- Comfortable wearing multiple hats in a fast-paced environment
- Always looking for smarter, more efficient ways to work — especially with AI
Ready to Apply?
If you’re passionate about customers, fluent in AI tools, and ready to help us scale SMB success through automation, we’d love for you to complete your own Plum Profile.
We use our own product in hiring because we believe in the predictive power of Plum. The Plum Discovery Survey is part of our application process — it helps us understand your potential beyond your résumé and ensures this is a role where you’ll truly flourish.
Once you’re on the team, we’ll use your Plum Profile to support your career growth and development. It’s also your chance to experience our product firsthand — and trust us, it’s fun!
PLUM PROFILE APPLICTION LINK: https://bit.ly/45FKcdI
**Please note that applicants will not be considered until their Plum Profile is completed**
