Customer Success Manager
On-siteToronto, Ontario, Canada
Job Summary
Own customer success by aligning business goals to clear outcomes, success plans, and measurable value. Lead customers through adoption and optimization, proactively addressing barriers, risks, and opportunities. Build trusted relationships across stakeholders to drive retention, identify expansion opportunities, and partner with Sales on renewals and negotiation strategy. Use product usage data and business insights to demonstrate value, provide actionable recommendations, and orchestrate internal teams to resolve challenges. Maintain strong account discipline on health, risks, and key account information while serving as the customer's strategic partner.
Required Qualifications
- Bachelor's Degree (preferred)
- 3+ years of experience in Customer Success, Account Management, Consulting, SaaS, or a similar customer-facing role
- Strong business acumen and the ability to connect customer challenges to business outcomes and solutions
- Consultative communication, discovery, and relationship-management skills
- Ability to analyze customer data and translate insights into recommendations and action plans
- Confidence leading strategic conversations with stakeholders at multiple levels
- Commercial awareness with experience supporting retention, renewals, and expansion
- Strong organizational skills and the ability to manage multiple customer priorities
Desired Qualifications
- Experience with Salesforce, Gainsight, or similar CRM and Customer Success platforms preferred
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