Customer Success Manager

ReturnPro LLP; Brantford; Hybrid; CAD 65,000 - 95,000; Full time

Job summary

ReturnPro LLP in Brantford, Ontario seeks a Customer Success Manager to own client relationships from onboarding through renewal. You will ensure delivery aligns with commitments, track KPIs, and coordinate with operations to optimize the client experience.

The role requires proactive communication, a strong sense of business impact, and the ability to identify growth opportunities within accounts. You will collaborate across teams to maximize client value and revenue retention.

Qualifications

• Experience building and maintaining trusted client relationships.
• Ability to manage multiple accounts and drive outcomes.
• Strong communication and proactive status updates to clients.

Responsibilities

• Be the primary point of contact for assigned clients and build trust.
• Own delivery of the client experience, tracking KPIs and meeting commitments.
• Coordinate with operations to ensure timely and accurate fulfillment.
• Identify opportunities to deepen relationships and grow account value.
• Monitor gross margins and flag issues impacting profitability.
• Collaborate with Sales, Fulfillment, and Finance to drive revenue growth.

Skills

Relationship building

Account management

Client communication

Cross-functional collab

Data-driven decisions

Revenue growth

Job description

# Customer Success ManagerON Brantford - Brantford, ON N3V 6T1## DescriptionAt ReturnPro, the Account Manager is the face of the company. You are the person our clients trust, the one who holds the relationship together, and the bridge between what we promise and what we deliver. You will own every dimension of the client experience, from day-to-day communications to long-term account growth, making sure our clients feel like they always have someone in their corner.This isn't just a relationship-management role. You will have deep visibility into the operational engine behind each account and be accountable for the financial and service outcomes that keep our clients coming back and growing with us.WHAT YOU'LL DOClient Relationship & Experience* Be the primary point of contact, clients know your name and trust your word* Serve as the buffer between business operations and the client, ensuring clear and consistent communication at every touchpoint* Stay in the loop on all client communications, nothing falls through the cracks on your watch* Own the delivery of the client experience on behalf of ReturnPro, including tracking and meeting agreed KPIs* Map each client's organizational structure and actively build relationships across their team, not just with your primary contact* Identify opportunities to deepen and expand each relationship over timeInternal Ownership & Accountability* On every program you own, you are responsible for driving ReturnPro's internal expectations, not just the client's. That means: + Revenue: holding the line on revenue expectations and identifying growth levers within the account + Supply Chain: staying close to all activity across Receiving, Check-in, VAS, and Fulfillment, and flagging issues before they become problems + ReCommerce & Fulfillment: ensuring performance benchmarks are met across both channels + Gross Margin: identifying expected gross margin by activity type and proactively surfacing bottlenecks that erode margin + Business Development: continuously looking for ways to grow the account, expand scope, and unlock new value for both the client and ReturnPro## QualificationsSuccess at ReturnPro* You’re a natural relationship-builder, people trust you quickly and feel confident you're in control* You balance the interests of the client and the business without losing sight of either* You're detail-obsessed but never lose the big picture* You communicate proactively — you don't wait to be asked* You're comfortable in the weeds of supply chain and operations, not just in the boardroom* You treat gross margin as a shared responsibility and know how to diagnose it* You find energy in growing accounts, not just maintaining themReady to be the face of ReturnPro?We'd love to hear from you.