Customer Success Manager

Portless; Canada; On-site; CAD 90,000 - 120,000; Full time

Job summary

Portless is seeking a Customer Success Manager to oversee a merchant portfolio and drive adoption, value realization, expansion, and renewals. You will proactively improve operational performance and introduce services to deepen value, acting as a strategic partner bridging merchant goals with operational capabilities.

You will own cross-functional partnerships, manage post-launch success, and lead scorecard-driven reviews to ensure scalable, reliable fulfillment and growth for merchants.

Qualifications

• Fluent in English with exceptional written and spoken communication for executive audiences.
• 3+ years of experience owning renewals and growth outcomes in a CS/AM role.
• Strong fulfillment, shipping, or e-commerce operations knowledge (3PL preferred).
• Ability to interpret operational data, identify trends, and translate insights into action plans.
• Experience with services-led discovery and value articulation.

Responsibilities

• Lead Post-Launch Success: ensure merchants reach go-live and early stability with robust success plans.
• Drive Feature Adoption: align merchant objectives with Portless capabilities to maximize platform use.
• KPI Operationalization: define success metrics (speed, cost, delivery) for each account.
• Proactive Health Monitoring: track volume trends and exceptions to prevent issues.
• Strategic Business Reviews: conduct quarterly reviews to prove value and set priorities.
• Outcome-Driven Solutioning: identify opportunities for growth via value-added services and ROI.
• Build Business Cases: scope solutions with a clear ROI for merchants.
• Repeatable Expansion Plays: contribute to playbooks for service-led growth.
• Forecasting & Mitigation: identify churn risks early and plan mitigations.
• Escalation Management: be the senior point for complex concerns and root cause actions.
• Internal Advocacy: champion the merchant across Operations, Product, and Engineering.
• Feedback Loops: provide structured input to influence the roadmap.

Skills

Fluent English

3+ Years in CS

Domain Expertise in operations

Analytical mindset

Selling comfort

Job description

About Portless

Portless is a dynamic and innovative 3PL provider revolutionizing how businesses manage their Direct Supply Chain. We help merchants deliver a seamless post-purchase experience through fast, reliable fulfillment and logistics - so they can grow with confidence.

About the Role

As a Customer Success Manager, you will own a portfolio of merchants and drive the full customer success flywheel: Adopt -> Realize Value -> Expand -> Renew with Confidence This is not a "ticket routing" role. You are a strategic partner in your merchant's growth. You will be accountable for customer outcomes by proactively driving adoption, identifying paths to improve operational performance, and introducing services that deepen value. You will bridge the gap between merchant goals and operational reality, ensuring our delivery is both successful and scalable.

What You’ll Own (Responsibilities)

1. Adoption & Enablement

• Lead Post-Launch Success: Ensure merchants reach operational "go-live" and early stability through rigorous success plans.


• Drive Feature Adoption: Align merchant objectives with Portless capabilities to ensure they are utilizing the full potential of our platform.

2. Value Realization & Outcomes

• KPI Operationalization: Define success for each account (speed, cost, delivery experience) and translate it into measurable performance metrics.


• Proactive Health Monitoring: Use leading indicators like volume trends and exception rates to prevent issues before they impact the merchant.


• Strategic Business Reviews: Lead MBRs/QBRs that prove value and align on priorities for the upcoming quarter.

3. Expansion via Services & Upsells (Expand)

• Outcome-Driven Solutioning: Identify opportunities to improve merchant growth through value-added services such as order protection and inventory financing.


• Build Business Cases: Conduct discovery and scope solutions that demonstrate clear ROI for the merchant.


• Repeatable Expansion Plays: Contribute to internal playbooks for service-led growth.

4. Renewal & Risk Leadership

• Forecasting & Mitigation: Identify churn risks early and build internal alignment to deliver risk mitigation plans.


• Escalation Management: Act as the senior point for complex concerns, driving root cause identification and corrective actions.

5. Cross-Functional Leadership

• Internal Advocacy: Be the "voice of the merchant" while balancing operational constraints; drive accountability across Operations, Product, and Engineering.


• Feedback Loops: Identify recurring friction and provide structured feedback to the Product team to influence the roadmap.

Success Metrics (What "Good" Looks Like)

• Retention: Gross Retention Rate and Churn Risk Reduction.


• Adoption: Achievement of early-stage adoption milestones.


• Growth: Service attach rate and influenced upsell pipeline.

Qualifications

• Fluent in English: Exceptional written and spoken communication for an executive audience.


• 3+ Years in Customer Success: Proven experience owning renewals and growth outcomes in a relatable AM/CS role.


• Domain Expertise: Strong fulfillment, shipping, or e-commerce operations knowledge (3PL experience strongly preferred).


• Analytical Mindset: Able to interpret operational data, find trends, and turn insights into action plans.1


• Selling Comfort: Experience with services-led discovery and value articulation.

Values & Ways of Working

• Extreme Ownership: A "Merchant-First" mentality with a kind-and-caring team orientation.


• Judgment & Precision: Knows when to be strategically bold and when to be operationally precise.


• Scalability: Focuses on building repeatable systems rather than one-off heroics.6

Ideal Candidate Profile

You are tired of "surface-level" CS roles and want to own the entire lifecycle of a physical product’s journey. You are a systems-thinker who hates "one-off heroics" and would rather build a playbook that solves a problem for 100 merchants at once. You are strategically bold enough to challenge a merchant's assumptions but operationally precise enough to ensure their packages arrive on time.