Customer Success Manager (Remote)

Schema App is a fast-paced, profitable SaaS company headquartered in Guelph, Ontario, and we are proud of our Canada-wide team. We are a smart, collaborative team on a mission to own the global Enterprise Content Knowledge Graph market.

Schema App is proud to call SAP, Gusto, and Henry Ford Health our customers. We are the leaders in a niche area of search engine optimization called Schema Markup. We utilize Schema Markup to help our customers develop content knowledge graphs and stand out in search. Our market-leading end-to-end solution gives Enterprise Digital Marketing Teams a solution that allows them to stay relevant in search and drive organic traffic with agility, expertise, and scale while also accelerating internal AI initiatives.

Visit Schema App at www.schemaapp.com or on LinkedIn.

We are looking for a Customer Success Manager to join us on our mission to help digital strategists worldwide manage how their brand shows up in search.

As a Customer Success Manager, you will work with our customers to understand and achieve their goals while using our tools. You will become our customers’ technical resource; their go-to for all things Schema App. This Customer Success Manager role at Schema App is a technical position and will require you to be willing and open to learning.

The Schema App team is made up of smart, detail-oriented, “get things done” team members who love executing on behalf of our customers. We enjoy problem-solving technical issues and feel energized when discovering efficiencies in day-to-day tasks. You will work closely with the broader Customer Success, Sales, Marketing and Engineering teams to delight our customers and have a little fun along the way. No prior knowledge of schema markup is required.

What you’ll do:

• Customer Relationship Management: Build strong, trusted relationships with customers, acting as their advisor throughout the customer journey.
• Customer Journey Execution: Own the customer lifecycle from onboarding to renewal, ensuring customers reach their desired outcomes through effective touchpoints and strategic guidance.
• Outcome-Driven Customer Success: Ensure predictable, repeatable outcomes that drive long-term success for Schema App’s customers.
• Cross-Functional Collaboration: Work closely with internal teams (Sales, Product, Engineering) to address customer needs and enhance the customer experience.
• Business Reviews & Insights: Lead data-driven business reviews using Google Analytics, Search Console, and Schema App’s tools to provide insights and action plans.
• Schema Markup & SEO Expertise: Deliver professional schema markup services, including strategy, authoring, troubleshooting, and recommendations for SEO improvements based on schema.org and Google’s structured data guidelines. (Don’t worry. We will help you with this through a comprehensive 90-day onboarding program).

How you will be measured:

• Customer satisfaction scores (CSAT), Net Promoter Score (NPS)
• Account retention/expansion/churn metrics
• Customer Health Scores
• Product Adoption Rates for Schema Performance Analytics
• Task Completion KPI (Other KPIs)

Who you are:

• You’re a lifelong learner and problem solver, always eager to take on new challenges. Your curiosity drives you to continuously learn and grow.
• You’re passionate about Customer Success, technology, and contributing to a fast-growing SaaS company. Your excitement for helping customers succeed fuels your motivation.
• You possess the ability and enthusiasm to learn technical concepts like HTML, webhooks, APIs, XPaths, and categorization, and you’re skilled at teaching and enabling others to understand and apply these concepts.
• Your attention to detail is impeccable, and you pride yourself on your reliability and ability to consistently follow through on commitments.
• You excel in verbal and written communication, with strong presentation skills that allow you to convey complex ideas clearly and confidently.
• You have excellent time management skills, balancing competing priorities with ease and maintaining focus on what matters most.
• A true team player, you’re always ready to step in and support your colleagues in achieving shared goals once your work is complete and love working cross functionally.

Nice to have:

• Knowledge of SEO and/or Schema Markup.
• Account Management experience.
• Familiarity with the Digital Marketing industry and ecosystem.
• Experience in customer-facing or service positions (technical or otherwise)
• An appreciation for corny jokes!

Life @ Schema App

• Culture focused on your growth: Weekly 1:1, Career Logbooks, and Quarterly Development Goals
• Great benefits for health & wellness, and your coverage starts as soon as you do.
• Flex days to re-energize on top of vacation days.
• You choose where you work – home or headquarters in Guelph.
• The Culture Club keeps our virtual team connected through fun and innovative events.
• Diverse, smart team! The more inclusive we are, the better our work will be.

Schema App’s Core Values

• Growth Mindset – Embrace learning and development, seek feedback and growth opportunities. Learn from our mistakes.
• Great People – Approach challenges with a solutions-oriented mindset. Collaborate with the team and other teams to achieve the company’s shared goals.
• Get Results – Take initiative, solve problems, and help each other achieve goals.

Schema App’s purpose is to build meaningful connections, with each other, our customers, and the data so that we are all understood. We are a team of smart people helping each other solve hard problems.