Middle Customer Success Manager

About Us

Snappy Kraken is a marketing program leader in the financial services industry.

We believe that our work helps people achieve greater freedom.

• Our tools help financial advisors achieve greater freedom over their time.
• Our content helps people achieve greater financial freedom for their families.
• Our culture helps team members achieve greater freedom in where (and how) to live and work.

Our innovative solutions set us apart.

• Financial content is stale; we make it interesting.
• Marketing technology is complex; we make it simple.
• Financial advisor brands are bland; we make them captivating.

The Purpose of This Role

The Customer Success Manager (CSM) is a full-time, remote position at Snappy Kraken. Accessibility requirements are dependent on the role but could be expected during standard business hours Monday through Friday. This position is open to any candidates currently residing and eligible to legally work in the United States or Canada.

As a CSM, you will oversee Freedom360, our premium all-in-one marketing solution for financial advisors. You will serve as the primary partner for our highest-value clients - building strong relationships, guiding them strategically, and ensuring the seamless delivery of all program components.

Your focus will be helping clients achieve real business outcomes: successful campaign launches, improved marketing performance, and stronger client engagement.

Primary Role & Responsibilities

• Manage a portfolio of Freedom360 clients, ensuring consistent delivery of all program elements.
• Conduct regular business reviews with clients, highlighting performance and demonstrating program ROI.
• Support the renewal process by reinforcing value and client outcomes.
• Lead onboarding, campaign preparation, approvals, and timely content publication.
• Provide insights and suggestions to help clients make the most of the program.
• Build strong client relationships through regular communication (chat, phone, email, video).
• Maintain accurate client records in our CRM.
• Work with the Freedom360 Program Lead to improve processes and client experience.

Primary Qualifications

• 2–4 years of Customer Success with proven success managing client outcomes.
• Demonstrated ability to lead business reviews that showcase ROI and connect program value to client goals.
• Experience in SaaS customer success is required; background in Financial SaaS or Marketing Tech SaaS is a strong plus.
• Strong communication and organizational skills.
• Comfortable presenting information and guiding client discussions.
• Tech-savvy, adaptable, and eager to learn new tools.
• Proactive and able to manage multiple priorities independently.
• Alignment with our core values: Pursue the Vision, Build Meaningful Relationships, Commit to Continuous Improvement, Solve with Purpose, Own Your Outcomes

Perks & Benefits

• Work Remotely
• Personal Days for when you need a break (on top of your regular vacation)
• Development Fund to help you grow
• Medical Insurance Options
• Parental/Maternity Leave
• Growth opportunities

As of September 2026, the expected compensation range for this position is $60,000-65,000 USD/ $60,000-65,000 CAD based on country of residence. This role is also eligible for additional performance compensation predicated on reaching quota or performance goals. Pay will be based on several factors, such as experience, certifications, location, market conditions, and other business and organizational needs. Snappy Kraken anticipates that the reasonably expected salary for this position could change in the future and retains the right to change or revisit the salary range according to business needs.

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As a remote company, it is critical to remember that our contributions and teams are interconnected and accessibility is the expectation.

At Snappy Kraken, diversity powers meaningful connections, impactful work, and great outcomes. Our culture of diversity and inclusion means we nurture an environment where each team member can do their best work.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.