Customer Success Manager

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 a 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.

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.

• 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 (Q /E ) 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

• 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

• 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

• Retention and renewal rate
• Expansion and upsell achievements
• Improvement of customer satisfaction and Net Promoter Score (NPS)
• Achievement of multi-year renewal agreements

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.