Customer Success Manager; CSM

Position: Customer Success Manager (CSM)
Veriforce 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.

Department:
Sales |

Location:

Greater Toronto Area, Canada | Compensation: $75,000 - $90,000/year

Responsibilities

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.

Qualifications

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.

Benefits

Hybrid workplace policy

Integrated mental health & wellbeing support

Vacation – starting at 3 weeks

Wellness Days & Annual Giving Day

Comprehensive medical and dental coverage

End of the year company‑wide shutdown

Linked In Learning license for upskilling & development

Compensation:
The expected salary range for this role is $75,000 – $90,000 CAD + Variable annually, based on experience, skills, and qualifications.

Role Context:
This opportunity is a new role created to support our team’s continued growth and success.

Use of AI in Hiring:
We do not use.

Veriforce is proudly an equal‑opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves.

How to apply:

A response to your application will be provided within 15 working days. The interview process includes an initial discovery call with the recruiter, a first‑stage interview via Microsoft Teams, and additional interviews with stakeholders you’ll be working with closely in the role.