Client Success Manager (CSM)

A.K.A. New Media Inc; Toronto; Remote; CAD 70,000 - 90,000; Full time

Job summary

A nonprofit-focused SaaS company in Toronto is looking for a strategic Client Success Manager to support mid-market nonprofit clients. You will be the main point of contact, managing renewals and ensuring client adoption while providing valuable insights to help clients achieve their fundraising goals. This role requires strong communication skills and 3-5 years of experience in Customer Success within a SaaS environment. Join a mission-driven team with flexible working conditions and opportunities for growth.

Benefits

Supportive and collaborative team

Flexibility, remote-first work environment

Opportunities for growth

Qualifications

• 3-5 years of Customer Success experience in a SaaS environment.
• Experience owning renewals and driving strong client adoption.
• Experience working with mid-market clients needing strategic support.

Responsibilities

• Serve as the main point of contact for mid-market nonprofit clients.
• Own renewals, adoption, and retention for your accounts.
• Translate client goals into digital strategies.

Skills

Customer Success experience

Strong communication skills

Presentation skills

Consultative mindset

Proficiency in English and French

Job description

raisin is a rapidly growing SaaS company that is built specifically for the nonprofit sector. Our platform supports fundraising efforts for more than 300 causes that work on mental health, animal welfare, food security, disease research, international development, and so much more.

We believe in building human-centred technology that helps charities and foundations raise more while creating meaningful donor experiences. If you love helping clients succeed and love learning a product inside and out so you can guide them, you will feel at home here.

About the role

We are looking for a strategic, product-curious Client Success Manager who thrives on building relationships, guiding clients toward outcomes, and diving into the details of how our platform works. You will manage a group of mid-market nonprofit clients, lead renewals, and be a trusted advisor who can speak confidently with everyone from day-to-day coordinators to executive directors.

What you will do

• Serve as the main point of contact for a group of mid-market nonprofit clients.
• Own renewals, adoption, and long-term retention for your accounts.
• Build a strong understanding of the raisin product and help clients get the most out of it.
• Translate client fundraising goals into practical digital strategies and recommendations.
• Present clearly and confidently to all levels of client leadership.
• Monitor account health, identify risks early, and recommend next steps.
• Spot opportunities where clients can grow their fundraising efforts or find additional value.
• Work closely with Product, Support, Marketing, and Digital to advocate for client needs.
• Contribute to playbooks, processes, and best practices that help us scale client success.

Who you are

• You build relationships easily and genuinely care about helping clients succeed.
• You enjoy learning how a product works and love becoming the person others turn to.
• You balance strategic thinking with a willingness to jump into the details.
• You communicate clearly and present information in an easy-to-understand way.
• You are curious, proactive, and enjoy solving problems.
• You feel energized by mission-driven work and are interested in the nonprofit sector.
• You can manage multiple clients while staying organized and focused.

What you bring

• 3-5 years of Customer Success experience in a SaaS environment
• Experience owning renewals and driving strong client adoption
• Strong communication and presentation skills
• Experience working with mid-market clients who need both strategic support and day-to-day guidance
• A consultative mindset and the ability to find opportunities that add value
• Nice to have experience with nonprofit tech, fundraising tools, CRM systems, or digital marketing
• Nice to have bilingual English and French

Why join us

• A mission-first culture where your work supports meaningful social impact
• A supportive and collaborative team that values creativity and initiative
• Flexibility, remote-first work environment
• Opportunities for growth as we scale
• A chance to contribute to something that matters and enjoy the work along the

How to apply

If you love helping clients succeed, enjoy becoming the person who knows the product inside and out, and want to work with organizations that make communities stronger, we would love to meet you.