Customer Success Team Leader

Location – Downtown Toronto, 4 days in office and Friday remote half day, until 1pm.

We are a fast-growing global SaaS company delivering advanced IT and AI-driven solutions used by thousands of organizations worldwide. Our platform supports millions of end-users daily, and we are committed to redefining the customer experience through innovation, automation, and modern service management practices.
As a Customer Success Team Leader, you will guide and mentor a global team of Customer Success Managers (CSMs) while also owning a strategic portfolio of customers yourself. This role blends leadership, operational excellence, and hands-on customer engagement.

Who You Are

• You’re empathetic, customer-centric, and skilled at understanding both client and team needs.
• You motivate others through clear communication, creativity, and a collaborative spirit.
• You operate with strong ownership and accountability, ensuring high-quality execution.
• You thrive in fast-paced environments and can prioritize effectively across multiple initiatives.

Your Responsibilities
Player–Coach Responsibilities

• Manage your own customer portfolio, overseeing the full post-sale lifecycle and fostering long-term relationships.
• Develop growth and expansion strategies within your accounts.
• Clearly articulate product value and drive adoption across customer organizations.
• Support customer satisfaction, retention, and long-term success through proactive engagement.

Leadership Responsibilities

• Lead, mentor, and support a global team of Customer Success Managers.
• Build a positive, collaborative team culture focused on innovation and continuous improvement.
• Identify opportunities for growth within your team’s customer portfolios.
• Partner closely with cross-functional teams to share customer insights and influence product evolution.
• Monitor key issues, ensuring timely communication, escalation, and resolution both internally and externally.