Customer Success Manager
On-site · Toronto, Ontario, Canada or Raleigh, North Carolina, United States
Job Summary
Customer Success Manager responsible for owning a book of B2B SaaS accounts, driving value, retention, and expansion. Deliver 1:1 and 1:many trainings (demos, webinars, workshops), build trust-based relationships with key stakeholders, and collaborate with Sales and Support to identify upsell opportunities. Monitor health metrics, conduct business impact reviews, and provide value reporting and ROI insights. Proactively address churn signals, coordinate cross-functional resolutions, and contribute to playbooks and roadmaps. Requires 2+ years in Customer Success, strong communication skills, capability to lead product demos and trainings, and a data-driven, customer-focused mindset.
Required Qualifications
- 2+ years in Customer Success at a B2B SaaS or software company
- Proven retention and growth track record
- Top-notch communication and relationship-building
- Experience leading live product demos and training sessions
- Analytical mindset with data-driven approach
- Comfortable working in fast-paced, evolving environments
Desired Qualifications
- Experience in Customer Success or account-management roles in B2B SaaS
- Track record of retention and growth metrics
- Strong communication and relationship-building skills
- Experience delivering product demos and trainings
- Analytical mindset and data-driven decision making
- Ability to manage multi-thread stakeholder relationships
- Comfort with a fast-paced, evolving environment
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