Customer Success Manager

Our Mission

Micromart is redefining convenience - turning any location into a retail opportunity with our Smart Store platform. By combining hardware, software, and data, we’re building a delightful unattended shopping experience for consumers and making operating an unattended Smart Store easy for entrepreneurs.

Our Values

We’re driven by ambitious, mission-focused thinking, a deep commitment to earning customer trust, a craftsmanship mindset that prioritizes simplicity and quality, and a culture of shared growth where we support and invest in each other.

About the Role

Every Smart Store represents an entrepreneur building something of their own. Some are creating a side hustle for extra income. Others are scaling a portfolio of stores across multiple locations. Wherever they are in their journey, our goal is simple: help them build successful businesses.

We're looking for our first Senior Customer Success Manager to define what great customer success looks like at Micromart. You'll be a trusted advisor, helping owner-operators launch successfully, improve performance, overcome operational challenges, and identify opportunities to grow. Along the way, you'll partner across the company to continuously improve the operator experience. As one of the first members of the Customer Success team, you'll help build the playbooks, processes, and customer experience that will scale with the business.

What You’ll Do

• Coach and advise owner-operators to operate and grow successful businesses, from helping struggling operators build consistent revenue to preparing top performers for our Pro Operator program
• Analyze store performance data and coach operators on practical ways to increase sales and improve operations in their existing smart stores, as well as finding new locations
• Partner with operators to develop growth plans, including opening additional Smart Store locations
• Host webinars, workshops, and other educational sessions that help owner-operators improve performance, grow their businesses, and get more from their Smart Stores
• Act as the voice of the operator by sharing insights and feedback with Product, Engineering, Operations, and Support
• Build scalable processes, resources, and best practices as we grow our Customer Success function

What We’re Looking For

Experience

• Experience as an entrepreneur, small business owner, or owner-operator. You understand the hustle, customer service, and business savvy required to build and grow a business.
• 5+ years of experience in Customer Success, Business Coaching, Account Management, Consulting, Merchant Success, or a similar customer-facing role supporting entrepreneurs and small business owners.
• A track record of helping entrepreneurs improve business performance and grow their businesses.
• Experience advising small business owners on marketing, sales, operations, customer experience, or growth.
• Strong business acumen with the ability to use data and performance metrics to identify opportunities and guide decisions.
• Excellent relationship-building and organizational skills, with experience managing a portfolio of customers.
• Experience working in customer success at a company like Shopify, Square, Toast, Lightspeed, or similar SMB technology is a plus.
• Experience owning or operating a vending, retail, franchise, or other small business is a strong asset, but not required

Traits & Working Style

• You get genuine satisfaction from helping people succeed. Nothing is more rewarding than seeing an operator grow because of your advice.
• You build trust quickly. Customers see you as a partner, not just another vendor.
• You think like a business advisor. You enjoy digging into data, spotting opportunities, and helping customers improve performance.
• You love solving unique problems. Every operator is different, and you enjoy figuring out the best path forward.
• You're a natural teacher. Whether you're onboarding a brand new customer or coaching someone who's ready to expand, you make complex ideas simple.
• You're an exceptional communicator. You know when to listen, when to ask questions, and how to explain things clearly.
• You move quickly without sacrificing quality. You stay organized, follow through, and keep customers informed.
• You want to build something. You're excited by the opportunity to help shape the Customer Success function from the ground up rather than stepping into an established playbook.
• You believe small businesses matter. You get excited about helping entrepreneurs create new income streams and build something of their own.

Why You’ll Love Working at Micromart

• High ownership and autonomy, with direct access to leadership
• Ability to experiment, fail fast, learn fast, and scale what works
• We're still early, which means you'll have the opportunity to shape how Customer Success evolves as we scale
• Mission-driven work: we’re creating opportunities for entrepreneurs to build additional income, grow a business, and become part of the future of retail

What We Offer

• Competitive salary + equity package
• Health, dental, and vision benefits (for employees and dependents)
• Monthly gym-membership stipend
• Remote flexibility with access to our Toronto office
• Downtown office location next to Union Station with gym, pickleball court, and much more.

Micromart is an equal-opportunity employer and welcomes applicants from all backgrounds.

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