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Salary: CAD 70,000 - 85,000 / annual
Marble is the authorization layer for protected information, enabling secure access to regulated data like health records, insurance, identity, and legal information. The company operates two products: Medchart (medical record request and release platform built on patient consent) and Settlit (compliance-driven health and claims data access for personal injury and mass-tort law firms). Marble is building toward a consent-driven network across regulated industries.
As Customer Success Manager, you will own an established book of B2B customers—primarily personal injury and mass-tort law firms, insurers, and clinics—and ensure each feels looked after. Your customers judge Marble on one thing above all: whether their requests move.
Key responsibilities:
- Own retention across your customer book, ensuring any account loss is due to external factors, never lack of attention
- Take full ownership of the book within six weeks, running all customer communication, escalations, and business reviews independently
- Keep request turnaround at or above current standards; diagnose stalled requests yourself and escalate only what genuinely requires Operations or data team involvement
- Run meaningful business reviews on every active account on schedule, with documented outcomes and next actions
- Maintain accurate account records: owner, renewal date, risk, last contact, and clear plans for dormant accounts
- Deliver thorough account handovers if your book changes or you move to a different product
You will work closely with Operations and Customer Support teams to ensure smooth customer experiences and timely request processing.
Requirements:
- Proven experience owning a named B2B customer book with real retention or renewal accountability; ability to walk through a renewal you saved
- Hands-on troubleshooting capability: comfortable opening support tickets or data exports and working out answers independently
- Experience handling sensitive personal or health information under formal privacy regimes (PHIPA, PIPEDA, HIPAA, or equivalent); knowledge of when to stop and verify
- Strong written communication with sophisticated customers, including delivering difficult news without over-promising
Bonus qualifications:
- Previous customers in law firms, insurers, or healthcare providers
- Familiarity with medical records, claims, or litigation-support workflows
- Experience in a bridging role between customers and technical/data teams (support, solutions, operations analyst)
- HubSpot experience
- French language skills for Quebec-facing accounts
- Experience working across multiple products
