Location: Toronto, Hybrid (4 days in office, Friday remote until 1 p.m. – half day)
A fast-growing global SaaS company in the Enterprise Service Management and AI-driven technology industry is looking for an Customer Success Manager to join their dynamic team.
Recognized by leading industry analysts and trusted by thousands of organizations worldwide, this company delivers solutions that empower IT and business teams to streamline operations, improve service delivery, and embrace automation.
This role will partner with some of the company’s largest global clients to drive retention, expansion, and long-term success by becoming a trusted advisor and strategic partner.
About the Role
In this role, you’ll own a portfolio of enterprise customers, helping them maximize product value and achieve their business goals. You’ll be accountable for renewals, expansions, and overall customer satisfaction — ensuring that every client realizes measurable outcomes from the platform.
What You’ll Do
Serve as the strategic partner and primary point of contact for enterprise customers
Manage the renewal process, ensuring smooth contract cycles and zero service disruption
Conduct regular business reviews to drive adoption, engagement, and ROI
Identify growth opportunities within existing accounts through proactive relationship building
Perform account health analysis and implement risk mitigation strategies
Lead Quarterly and Executive Business Reviews (QBR/EBR) with senior stakeholders
Collaborate cross-functionally with Product, Support, and Engineering teams to ensure customer success and represent customer needs internally
Track customer feedback, feature requests, and success metrics to improve satisfaction and drive continuous improvement
Who You Are
Deeply customer-centric with a passion for problem-solving and relationship building
Energetic, personable, and proactive with a strong sense of ownership
Skilled at managing competing priorities in a fast-paced environment
Excellent communicator capable of influencing at all organizational levels
Analytical and data-driven, with the ability to identify trends and anticipate customer needs
What You Bring
5+ years of experience in Customer Success, Account Management, or Enterprise SaaS Sales
Proven track record managing enterprise accounts in a subscription-based (SaaS) environment
Experience handling a multi-million-dollar book of business while meeting or exceeding retention and expansion goals
Strong business acumen and exceptional presentation and discovery skills
Bachelor’s degree required
Success Metrics
Retention and renewal rate
Expansion and upsell achievements
Improvement of customer satisfaction and Net Promoter Score (NPS)
Achievement of multi-year renewal agreements
Why Join Us
Join a company that’s shaping the next generation of AI-powered service management — where customer success drives innovation. You’ll be part of a collaborative and forward-thinking culture that values initiative, creativity, and measurable impact on customers worldwide.
