Customer Success Manager, Canadian Market

WHAT WE DO MATTERS:

At The Knot Worldwide, we champion celebration - and that starts with celebrating our people. Our employees are passionate dreamers, thoughtful doers, and lifelong learners who power meaningful moments for millions around the world. We’re united by authentic connection, shared purpose, and a deep commitment to the global community we serve. Here, flexibility and belonging go hand in hand with high performance. Driven by our core values, we believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. Our people are at the heart of our success.

As a Customer Success Manager (you!), you will serve as a strategic partner to Canadian wedding professionals, helping them navigate industry trends and maximize their growth on our platform. You will join our "pioneer" Team Canada, a high-energy group dedicated to building the country’s largest wedding planning network from the ground up. This role offers the unique opportunity to exercise total ownership over the customer journey—from onboarding to long-term advocacy—within the supportive and expansive ecosystem of The Knot Worldwide family.

• Drive Vendor Growth: You will establish yourself as a "trusted advisor" for an assigned portfolio of wedding professionals, advising them on best business practices and technology trends to ensure they hit their specific performance goals.
• Onboard & Educate: You lead the end-to-end onboarding process, ensuring new partners are fully equipped to use the WeddingWire Canada advertising platform to attract more couples.
• Maximize Retention & Account Health: You act as a primary point of contact for cancellation requests and difficult vendor conversations, using high-level problem-solving and negotiation skills to resolve unmet expectations and retain partnerships. You also manage general support and billing/suspensions.
• Advocate for the Customer: You act as the bridge between our partners and the product, identifying unmet expectations and advocating for vendor needs to internal stakeholders to improve the overall platform experience.
• Achieve Performance Metrics: You consistently hit monthly success targets and KPIs, using data-driven insights to help local businesses stay ahead of the competition.
• Champion the Brand: You represent WeddingWire Canada as a brand ambassador, maintaining high levels of customer satisfaction and building long-term loyalty within the local wedding industry

• Proven Client Experience: You have 2+ years of experience in customer service or client relations, with a track record of managing accounts and driving customer retention.
• Educational Foundation: You hold a Bachelor’s degree and possess high emotional intelligence, allowing you to navigate complex interpersonal dynamics and difficult conversations.
• Superior Communication Skills: You have excellent written and verbal communication skills, with the ability to translate technical features into tangible business value for clients.
• Self-Directed Initiative: You are a proactive problem-solver who thrives in a fast-paced "startup" environment and enjoys taking ownership of new programs and tests.
• Exceptional Time Management: You have a knack for prioritizing efficiently, multitasking under pressure, and organizing your workday to meet consistent monthly deadlines.
• Passion for Impact: You have a true desire to help small business owners succeed and an enthusiastic attitude toward constant change and industry evolution.

WORK MODEL:

This role is fully remote and not tied to any specific office location. While there are no regular in-office requirements, we encourage our remote team members to gather intentionally for key company and team events to stay connected and engaged.

At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job. Together, we have an incredible opportunity to make it even easier for our customers to plan life’s most meaningful moments and for our small business owners to grow and scale. We would love to have you with us on our journey.   

WHAT WE LOVE ABOUT YOU:

• Commit to our customers: You act as one team on behalf of our customers. You lead with head and heart, and build what matters for life's most meaningful moments.
• Raise the bar: You define "great" and work backwards. You don't just accept how it's been done, but boldly define how it should be. You are unafraid to innovate, learn, and keep moving forward toward our shared vision.
• Be all in: You believe in our mission and take ownership of your work. You debate openly to reach the best outcomes, speaking with clarity and care, embracing diverse perspectives, then commit fully.
• Celebrate impact: You measure success by the outcomes you create. You hold yourself accountable to delivering value, while recognizing progress and the lessons learned along the way.  You love to win, together.

WHAT YOU LOVE ABOUT US:

We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter, both in and out of the office.. We offer flexible vacation, generous parental leave, and prioritize initiatives that support the growth, development, and happiness of our people.

• For Together@TKWW-eligible roles, this includes regular in-office time to foster collaboration and connection.
• For roles not eligible for in-office expectations, we support connection through virtual collaboration and intentional gatherings.

To facilitate in-person collaboration, we have office spaces in Barcelona, Spain; Delhi, India; Galway, Ireland; London, England; New York, NY; and Washington, D.C.

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US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
Privacy Notice:  The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our Privacy Policy. If you wish to file a complaint, you may contact the competent data protection authority. If you wish to file a complaint, you may contact the competent data protection authority.