Account Manager (Customer Operations & Marketing Support) - burlington

Account Manager (Customer Operations & Marketing Support)

Are you someone who thrives in a fast-paced environment where nothing slips through the cracks?

Do you enjoy being the person who keeps everything moving, owning communication, solving problems, and ensuring customers feel supported every step of the way?

Do you learn quickly, think critically, and operate with a high level of independence?

Are you an excellent communicator, highly organized, and detail-oriented?

If you said yes, then read on.

About Open Parachute

At Open Parachute, we create online mental health programs for elementary, middle, and high schools, built around documentary-style videos of real youth sharing their stories of overcoming struggle. Our preventative programs enable educators to teach mental health skills in the classroom in a way that is engaging, human, and deeply impactful. We’re a team united by a shared mission: creating generational change. We currently support over 300,000 students across five countries, and we’re growing.

We are a remote team based across Canada, the US, and Australia.

The Role

We are hiring a full-time Account Manager to own day-to-day communication with our customers and support the execution of our marketing efforts.

This is a high-responsibility role that sits at the center of our operations. You will be the primary point of contact for customers, ensuring nothing falls through the cracks, while also helping drive our social media and content execution forward.

While this role includes marketing responsibilities, the primary focus is customer communication, organization, and follow-through.

What You’ll Be Responsible For:

Customer Operations (Primary Focus)

• Managing all communication with customers and leads (email, chat, and coordination)
• Responding to a high volume of emails daily (50+)
• Ensuring timely, clear, and thoughtful responses at all times
• Coordinating calls and meetings between customers and our senior team
• Proactively checking in with schools to ensure they are getting value from our program
• Maintaining meticulous records and follow-ups in our CRM
• Owning the flow of communication so nothing gets missed

This role involves managing a high volume of communication daily. You should be comfortable staying on top of a busy inbox and maintaining responsiveness without sacrificing quality.

Marketing Execution (Secondary Focus)

• Managing and scheduling social media posts
• Collaborating with the team to plan and execute content calendars
• Coordinating blog and content publishing (leveraging internal tools and systems)
• Uploading and maintaining content on our website
• Helping ensure consistency and momentum in our marketing efforts

How You’ll Work

This is a full-time role, but it requires a balance of:

• Daily responsiveness and consistency (for customer communication)
• Structured, focused time blocks (for marketing execution)

You’ll be expected to manage your time effectively across both areas, with clear ownership of outcomes.

You’re Excellent At:

• Communicating clearly and professionally via email, phone, and Zoom
• Staying organized and managing multiple priorities simultaneously
• Writing concise, thoughtful, and purposeful messages
• Following through
• Using a CRM and a wide range of software tools
• Asking questions, gaining clarity, and checking your understanding
• Taking ownership of your work and learning from mistakes

Extra Awesome If You:

• Love writing and communicating
• Enjoy bringing structure and momentum to ambiguous areas
• Have a strong sense of ownership and pride in your work
• Are resilient and solution-oriented
• Like collaborating and sharing ideas with a team

What You’ll Need:

• 2+ years of experience in Customer Success, Account Management, Operations, or a similar role
• Experience working in a fast-paced, high-volume environment
• Demonstrated ability to manage workflows and priorities across multiple systems
• Comfort working independently in a remote environment
• Strong judgment and decision-making. You know when to act and when to escalate

This is a role for someone who is:

• Highly reliable
• Consistent in their output
• Focused on outcomes and impact

Note. This is a remote role. We are prioritizing candidates based in British Columbia, Canada, due to time zone alignment and team structure.

We are a high-performance team with high expectations. While we support each other deeply, we are looking for someone who takes ownership and operates with a strong sense of responsibility.

To ensure you’ve read the full posting, please include the word “Ocean” somewhere in your application.

We can’t wait to meet you!

For more information, visit:

https://openparachute.ca