Customer Success Manager

Pivotal Integrated HR Solutions; Brampton; On-site; CAD 65,000 - 90,000; Full time

Job summary

Pivotal Integrated HR Solutions is seeking a proactive Customer Success Manager for a 3PL provider serving the healthcare and industrial chemical sectors. You will manage a portfolio of 30–40 client accounts, acting as the primary contact to ensure service excellence, resolve issues, and drive long-term satisfaction.

The role blends strategic relationship management with hands-on execution: conducting QBRs, identifying growth opportunities within existing accounts, and collaborating with

Qualifications

• Experience in logistics or 3PL is required.
• Experience managing 30–40 client accounts.
• Proven ability to handle escalations and resolve service challenges.
• Strong analytical skills with ability to interpret data in spreadsheets.
• Excellent communication and presentation skills.
• Willingness to travel for trade shows and client events.

Responsibilities

• Manage and nurture relationships across 30–40 customer accounts.
• Serve as the primary escalation point for client concerns and service issues.
• Proactively communicate with clients to ensure performance expectations are met or exceeded.
• Conduct Quarterly Business Reviews (QBRs) and ongoing performance meetings.
• Represent our client at industry trade shows and client events.
• Collaborate with operations, compliance, and leadership teams to ensure seamless service delivery.
• Identify and help uncover additional sales or cross-sell opportunities within existing accounts.
• Prepare reports, analyze KPIs, and maintain detailed spreadsheets with relevant data.
• Support continuous improvement initiatives and customer retention strategies.
• Assist customers with escalations and information requests, providing ongoing support.

Skills

Relationship management

Account management

Data analysis

CRM software

Communication skills

Travel readiness

Trade show representation

Escalation handling

Tools

CRM software

Job description

Our client is a third-party logistics (3PL) provider specializing in the healthcare and industrial chemical sectors. As they continue to grow, they are seeking a proactive and relationship-driven Customer Success Manager to join their team. They are looking for someone that has experience within the pharmaceutical industry.

Position Overview:

The Customer Success Manager will manage a portfolio of approximately 30–40 client accounts, serving as the primary point of contact to ensure service excellence, issue resolution, and long-term client satisfaction. This role is both strategic and hands-on, focused on strengthening relationships, managing escalations, identifying growth opportunities, and supporting operational excellence.

Key Responsibilities

• Manage and nurture relationships across 30–40 customer accounts
• Serve as the primary escalation point for client concerns and service issues
• Proactively communicate with clients to ensure performance expectations are met or exceeded
• Conduct Quarterly Business Reviews (QBRs) and ongoing performance meetings
• Represent Our client at industry trade shows and client events
• Collaborate with operations, compliance, and leadership teams to ensure seamless service delivery
• Identify and help uncover additional sales or cross-sell opportunities within existing accounts
• Prepare reports, analyze KPIs, and maintain detailed spreadsheets with relevant customer and operational data
• Support continuous improvement initiatives and customer retention strategies
• Assist customers with escalations, information requests and provide ongoing support.
• Assist in worksheets for quoting.
• Pharmaceutical Industry awareness and trending focused on B2B interface.
• Identify, qualify, and build new business relationships with customers and prospects.
• Build a strong communication network with customers through phone, prompt email follow up and in person visits.
• Maintain CRM database of customers and prospects.

Qualifications

• Experience within the logistics or 3PL industry is required
• Strong understanding of supply chain operations, preferably within healthcare or industrial chemical sectors
• Proven experience managing multiple client accounts simultaneously
• Experience handling escalations and resolving complex service challenges
• Strong analytical skills with the ability to manage and interpret data using spreadsheets
• Excellent communication and presentation skills
• Comfortable attending trade shows and traveling as required

What We’re Looking For

We are seeking someone who is:

• Relationship-driven and client-focused
• Organized and able to manage multiple priorities
• Comfortable working in regulated environments
• Commercially minded with the ability to identify growth opportunities
• Calm and solutions-oriented under pressure

This role uses AI‑assisted tools to support initial screening.