Customer Success Manager; CSM

Join to apply for the Customer Success Manager (CSM) role at Alcumus

Department: Sales

Employment Type: Permanent

Location: Greater Toronto Area, Canada

Reporting To: VP - Client Success and Growth

Compensation: $75,000 - $90,000 per year

Creating safer workplaces while expanding your commercial impact. We want to create a better working world by building a global network of responsible buyers and suppliers. Alcumus Safe Contractor takes the pain out of compliance for over 50,000 organisations globally, helping them protect their people, their operations, and the planet. We support our network of hiring clients, suppliers, and contractors by keeping them compliant with the standards that matter most, from health and safety and sustainability to ethical behaviour.

We are seeking a passionate and results-driven Customer Success Manager to manage and grow a portfolio of key clients. You will act as the primary point of contact for our customers, ensuring their success through personalized support, proactive account management, and optimized use of our products and services.

In this role, you will combine customer service excellence with strong commercial acumen—identifying growth opportunities, managing contract renewals, proposing upsell solutions, and strengthening client relationships to maximize the commercial value of your portfolio.

Advanced English and French proficiency is required, as you will need to interact with clients, partners, and our international subsidiaries on a recurring basis, both orally and in writing.

What that means day-to-day:

• Develop and maintain strong, long-lasting relationships with a portfolio of key clients, ensuring satisfaction, loyalty, and account retention.
• Act as a trusted advisor to clients, providing strategic insights to guide business decisions, product development, and service improvements.
• Monitor industry trends, competitor activity, and market changes to proactively anticipate client needs and recommend tailored solutions.
• Proactively manage account health by assessing satisfaction, resolving issues quickly, and optimizing the overall customer experience.
• Serve as the primary point of contact for assigned accounts, maintaining regular and responsive communication via email, phone, and virtual meetings.
• Ensure accurate and thorough record-keeping in the CRM to support reliable reporting and transparent customer interactions.
• Collaborate closely with Sales, Product, and Technical teams to resolve escalations and deliver seamless customer support.
• Lead customer onboarding, conduct training sessions, and create resources to help clients maximize the value of our products and services.
• Identify and leverage upsell and cross-sell opportunities to drive account growth and revenue.
• Prepare and present clear reports on account status, product usage, and actionable recommendations for clients and internal stakeholders.
• Manage escalations efficiently in line with company SLAs, maintaining client trust and satisfaction.

What you’ll need to be successful:

• 2–5 years of proven experience in customer relationship management or customer service in a B2B environment
• Excellent communication skills and the ability to build long-term relationships with clients at various organizational levels
• Strong results orientation with solid analytical and problem-solving abilities
• Good understanding of compliance, supplier management, or health & safety issues (an asset)
• Knowledge or experience with similar platforms (compliance, supplier management, GRC) is a plus

What you’ll get in return:

• Hybrid workplace policy with flexible work arrangements
• Integrated mental health & wellbeing support
• Vacation – starting at 3 weeks
• Wellness Days & Annual Giving Day to give back to yourself or your community
• Comprehensive medical and dental coverage
• Company-wide shut down at year end for rest and recharge
• Linked In Learning License for upskilling & development

Interested but don’t feel you meet all the requirements? Our recruitment team assesses all applications against the role and business needs. We consider candidates with transferable skills and potential for growth, offering opportunity for upskilling and development.

Alcumus is a proudly equal‑opportunity employer. We are committed to ensuring no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex.

What you can expect if you apply:

• A response to your application within 15 working days
• An interview process consisting of:
• Initial discovery call with the recruiter
• A first stage interview via Microsoft Teams
• Additional interview with stakeholders you’ll be working with closely in the role

We’re keen to ensure our hiring process allows you to be at your best; if you need us to make any adjustments, please let us know.