Customer Success Manager, Major
$93,300–$93,300 year
HybridToronto, Ontario, Canada
Toronto, Ontario, CanadaHybridFull Time$93,300–$93,300 yearMedium
Full TimeMedium
Job Summary
Champion the customer portfolio as the primary advocate, translating business goals into actionable platform configurations to drive adoption and measurable outcomes. Navigate complex stakeholder dynamics from technical teams to executive buyers while protecting revenue through proactive renewal management and churn mitigation. Identify organic upsell opportunities and collaborate cross-functionally to transform client success stories into referrals. Maintain bilingual fluency in French and English to engage diverse audiences globally, with a hybrid schedule of three office days and up to 25% travel.
Required Qualifications
- 5+ years of dedicated B2B Customer Success experience specifically within the SaaS industry
- 4+ years of total relevant professional experience
- Mandatory, flawless fluency in both French and English
- Top-tier written and verbal skills capable of engaging and presenting to stakeholders virtually
- Proven track record of helping enterprise clients achieve measurable business outcomes
- Experience handling deal-related escalations
- Ability to naturally uncover account expansion opportunities
- Ability to simplify complex technical concepts for non-technical audiences
- Ability to prioritize and implement diverse business requirements
- Highly self-driven, autonomous mindset
- Ability to thrive in fast-paced environments
- Exceptional time management skills
- Deeply empathetic, growth-focused mindset
- Ability to build immediate trust
- Ability to manage customer expectations
- Ability to foster long-term partnerships
- Willingness and flexibility to travel up to 25% of the time (with advanced notice) to connect with customers face-to-face
Desired Qualifications
- Prior hands-on knowledge or familiarity with HR technologies
- Familiarity with instructional design
- Familiarity with Learning Management Systems (LMS)
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