Founding Customer Success & Marketing Manager (Canada)

The opportunity

1n1.ai answers the phone for salon owners, dentists, plumbers, chiropractors, accountants, and dozens of other small business types. This founding role wears two hats by design: the same person who hears what customers actually want (on activation calls and in support tickets) is the best person to write the content, run the social channels, and tune the ads that bring the next customers in.

You are not following a playbook. You are writing it. You decide what onboarding looks like, what we publish on the blog, what we post on LinkedIn, what we bid on in Google Ads, what becomes a case study. You bring two muscles to the same job and let one inform the other.

Customer Success half of the role

• Onboarding: walk new account holders through agent setup, knowledge base uploads, phone number selection, and their first real call. By the end of week 1, they should be using the product daily without help.
• Activation calls: every paying customer gets a 30-minute call with you in the first 7 days. You listen, you watch where they get stuck, you fix the friction.
• Support: inbound questions via email and chat. Aim: under 4-hour response during business hours, under 24h overnight.
• Renewals and churn: spot churn signals early (usage drops, calls failing, recap complaints), call the customer, save the relationship.
• Product feedback: every conversation generates one specific, actionable note that goes back to engineering or product. You are the product team's eyes and ears.
• Help center content: write the articles, FAQ updates, and "how to handle X" templates as you encounter the same questions repeatedly.
• Customer stories: when a customer has a great result, you write the case study (with their permission). Becomes a marketing asset.

Marketing half of the role

Content & SEO

• Blog content: write the city, industry, and comparison posts that drive organic traffic. We have 40+ posts shipped; the plan calls for 50+ more over the next 90 days. Target: 3-5 posts per week, 1,000-1,800 words each.
• SEO research: keyword targeting, search intent analysis, competitor gap analysis. Tools open to your call (Ahrefs free tier, Google Search Console, Surfer, anything you are productive in).
• Content calendar: prioritize what to write next based on search volume, competition, and what customers actually ask. This is where the CS half feeds the content half.
• Internal linking + schema: every new post links to relevant existing posts; every post has correct frontmatter, FAQ schema, and breadcrumbs.
• Analytics review: monthly look at what is ranking, what is not, what to update.
• International expansion content: as we add city pages for the US, UK, Australia, and continental Europe, you write those too (lighter than the Canadian guides, cross-linked to the canonical Canadian industry posts).

Social media

• LinkedIn: weekly company posts, founder ghostwriting when needed, engagement in SMB communities (dental, legal, trades, real estate). LinkedIn is where most of our B2B audience lives.
• Twitter / X: presence in the indie SaaS, voice AI, and Canadian small business circles.
• Reddit and niche forums: real participation in subreddits where our customers actually hang out (r/smallbusiness, r/dental, r/landscaping, r/Plumbing, regional Canadian subreddits). No spam; useful answers that mention us when relevant.
• Customer story amplification: turn the case studies you write into social posts, video clips, and quote graphics.
• Launch campaigns: Product Hunt, Hacker News (Show HN), Indie Hackers when we ship something new.

Paid advertising

• Google Ads: own the search ad campaigns targeting "AI receptionist [city]", "AI answering service [industry]", and competitor / alternative queries. Tune bids, write ad copy, manage budgets.
• LinkedIn Ads: targeted campaigns for small business owners and decision-makers in priority industries.
• Meta Ads (Facebook / Instagram): lookalike audiences and retargeting for SMB owners who visited the site but did not sign up.
• Budget management: you own the monthly paid spend (currently moderate, scaling with revenue). Report on CAC, conversion, and channel mix monthly.
• Landing page tuning: identify which landing pages convert ad traffic well and which do not. Work with engineering on the fixes.

Who you are

• 3+ years in customer success, account management, or a customer-facing operations role at a B2B SaaS or comparable service business, AND demonstrated marketing chops (writing, social, paid, or some mix).
• You can write a 1,500-word blog post in a morning that reads naturally and is genuinely useful, not stuffed.
• You have run paid ad campaigns on at least one of Google Ads, LinkedIn Ads, or Meta Ads, and can talk about CPC, CTR, conversion rate, and CAC without faking it.
• You actually like talking to small business owners. Patience for the salon owner who has never set up a phone number; quick gear-shift for the dental office manager who already knows what they want.
• Comfort with software in general. You do not need to code, but you should be able to learn a new SaaS tool in a couple of hours.
• Bilingual English / French is a strong plus. Mandarin, Cantonese, Punjabi, or Tagalog are also valuable given our customer base.
• You spot patterns. Five customers asking the same thing is a content topic. Three customers describing the same workflow is a positioning insight.

What we offer

• Salary: CAD $80,000 to $110,000 based on experience, plus meaningful founding-team equity.
• Comprehensive Canadian benefits: extended health (paramedical, prescriptions), dental, vision, life and long-term disability, all from day one for full-time hires.
• Time off: generous paid vacation, plus all Canadian statutory holidays.
• Remote-friendly from anywhere in Canada. Vancouver office available if you want it.
• Hardware budget to set up your home office (Mac or Linux, your call).
• Real influence on the product. Founders read your customer notes. Engineers ship fixes based on your tickets. You shape what we build.
• Real bylines on content. The blog posts you write publish under your name if you want them to. Builds your portfolio as the product grows.

Location

Remote anywhere in Canada. Vancouver office available at 123 Placeholder Street, Suite 100, Vancouver, BC V6B 0A0 if you want to come in. We also consider exceptional candidates from anywhere in the world with relocation support to Canada for the right hire.

How to apply

Email careers@1n1.ai with:

• Your CV
• One paragraph on a time you helped a non-technical customer through a frustrating problem (what they were trying to do, what was wrong, how you fixed it)
• Two examples of marketing work you ran that performed: a blog post that ranks, a social campaign that engaged, a paid campaign with a CAC you can quote. Pick whichever you are proudest of. With links and numbers if possible.

We respond to every application within 7 days.