About Giftbit

Giftbit is a fintech company that enables embeddable rewards and payouts. Our customers are global businesses that use our platform to automate gift cards, prepaid cards, and other payout methods.

The team at Giftbit is curious, practical, and ownership-minded. Our culture is guided by Giftbit’s Cultural Principles, and team members are trusted with real responsibility and room to grow their impact over time.

Learn more at giftbit.com

About the Role

This role is a 10-month contract role. As a Customer Success Manager at Giftbit, you will own a portfolio of core-tier customers (~50 accounts), driving retention, satisfaction, and growth.

Customer success is at the core of how we operate, reflected in our 94% CSAT score and ~8 NPS. We combine intuitive tools, thoughtful processes, and proactive partnership to help our customers grow. As we continue to scale, we're looking for someone who is deeply customer-centric and passionate about building lasting relationships.

This is a proactive, relationship-driven role. We’re looking for someone who understands the craft of account management: how to build trust, create structure, set expectations, and consistently identify opportunities to strengthen and expand customer relationships.

You don’t need experience in a specific industry, but you do need to be technically savvy and comfortable navigating a digital product environment. You should be confident discussing workflows, integrations, and platform capabilities, and able to bridge strategic customer conversations with practical execution.

Success in this role requires strong judgment, organization, and the ability to anticipate needs before they become problems, always with the goal of improving the overall customer experience.

What You’ll Do

• Own and manage your customer portfolio (~50 customers) from the core and digital tiers, driving long-term success.
• Lead renewals and growth conversations in a thoughtful, value-driven way.
• Guide customers through a successful first-year experience, setting them up for growth.
• Build trusted relationships with key stakeholders, including senior decision-makers.
• Actively stay attentive to customers’ pain points and feedback, and transform that into stories and feature requests.
• Prioritize effectively across your portfolio, knowing where to invest time deeply and where to create scalable structure.
• Ensure contract terms are delivered, and customer expectations are met.
• Monitor performance metrics and proactively manage customer health and engagement.
• Spot opportunities in the growth segment to support customer success.
• Participate in customer support coverage when needed. We believe strong Customer Success Managers understand the operational and technical realities our customers face and can confidently connect day-to-day execution with strategic outcomes.

Your success will be measured by existing customer growth rate and logo retention for new customers.

Who You Are

You're deeply customer-centric, proactive, and bring a craft-level approach to account management. Specifically, you are:

• Proactive and accountable, taking responsibility for outcomes, not just activities.
• Highly organized, with strong prioritization skills and disciplined CRM hygiene.
• A strong relationship builder who earns trust through clarity, consistency, and follow-through.
• Comfortable engaging with both operational users and senior decision-makers.
• Technically confident and curious, able to navigate a digital platform and discuss workflows, integrations, and product capabilities with ease.
• Solutions-oriented and improvement-driven, always looking for better ways of doing things.
• Adaptable and calm in changing environments.
• A collaborative team player who values shared ownership of the customer experience.

You also bring:

• 2+ years of account management experience, ideally with a technology product or in a SaaS company.
• Experience with CRMs like Salesforce, HubSpot, or similar tools.
• Strong account planning and execution abilities, with a focus on turning strategies into tangible outcomes.
• A growth-oriented mindset, open to feedback and always looking to improve.

Your Application

We welcome qualified candidates living in Canada to apply. Giftbit is a distributed company that primarily works Pacific Time hours. Employees may work remotely or, if they choose, from our office in Victoria, British Columbia.

A short cover letter is required as part of the application. It doesn’t need to be long, just a brief note on why you’re interested in this role at Giftbit. Please also include either an updated resume or a link to your LinkedIn profile.

All candidates are considered through a fair and inclusive hiring process. Giftbit responds to qualified applicants, with particular care given to those who include a short, customized cover letter.

Annual compensation for this role is C$75,000 to C$90,000, depending on candidate experience.