Customer Success Manager

American President Lines; Mississauga; On-site; CAD 75,000 - 95,000; Full time

Job summary

A leading logistics company in Peel Region, Mississauga, seeks a Customer Success Manager to drive net revenue growth and enhance customer satisfaction. This role requires building long-term client relationships, managing service across departments, and implementing effective business strategies. Ideal candidates will have over five years of experience in customer relations, strong communication skills, and a bachelor’s degree in a relevant field. The company supports employee development and offers a collaborative work culture.

Benefits

Professional Development Opportunities

Continuing Education

Qualifications

• Minimum five years related experience.
• Minimum three years supervisory or management experience.
• Financial management experience including budgeting and expense monitoring.

Responsibilities

• Serve as the primary point of contact for assigned accounts.
• Coordinate and direct customer service efforts across all departments.
• Develop and maintain standard operating procedures for each client.
• Build and maintain strong relationships with clients.
• Provide expert oversight on customer accounts.

Skills

Excellent written and verbal communication skills

Strong analytical and problem-solving skills

Demonstrated leadership experience

Proficiency in Microsoft Office

Experience implementing IT solutions

Education

Bachelor’s degree in business, Marketing or a related field

Tools

Microsoft Office

Job description

Customer Success Manager

CEVA Logistics is one of the leading logistics companies globally, with over 1,500 facilities in more than 170 countries offering a complete range of contract logistics, freight forwarding, transportation and distribution management services. It offers supply chain support, along with logistics consultation, industry specific customization, global level freight management and system implementation.
At CEVA, we put people first and we strive for better ways in everything we do; our culture is embodied by Boldness, Imagination, Exemplary and Excellence. With these values at the core of our business, our workplace employs 110,000 diverse, cohesive team members who hold each other accountable and encourage each other to create a safe, and inclusive work environment.

YOUR ROLE

The Customer Success Manager (CSM) is accountable for retaining business, driving net revenue growth within existing accounts, and overseeing the coordination of all customer service efforts across station departments to ensure consistent, high-quality service and customer satisfaction. This role models and acts in alignment with our guiding principles and core values. The CSM is responsible for helping customers achieve their desired outcomes while leveraging our products and services. Key priorities include building long-term relationships, promoting adoption, and maximizing customer satisfaction and retention.

WHAT ARE YOU GOING TO DO?

• Serve as the primary point of contact for assigned accounts, ensuring consistent, high-quality customer service and satisfaction.
• Coordinate and direct customer service efforts across all station departments, working closely with managers and supervisors to maintain service standards.
• Develop, implement, and maintain standard operating procedures (SOPs) for each client and monitor adherence through regular reporting and reviews.
• Build and maintain strong relationships with local management, operational staff, and clients to ensure customer needs are met.
• Actively participate in product training sessions and maintain a deep understanding of company products, services, and operations.
• Provide expert oversight on multiple customer accounts, including resource planning, staffing, and support for new projects and long-term customer care.
• Build strategic relationships with key contacts within customer organizations to understand opportunities for creating value.
• Capitalize on value creation opportunities by working closely with the sales and operations management team to develop creative workable solutions tomeetcustomer needs.
• In consultation with the senior sales staff, develop business strategies that are consistent with the national vertical market to maximize margins and increase revenue growth.
• Facilitate regular meetings with clients and relevant operations staff to evaluate performance and receive updates from clients on challenges andfuture plans.
• Support BD and IT Pre-Sales teams in delivering world-class solutions in a timely and cost-effective manner.
• Lead strategic and operational planning for assigned customers, including analysis, budgeting, and development of customer strategies.
• Create and present to management, reports concerning market planning and analysis, serviceofferingsand the changing business environment.
• Facilitate requirements gathering and align technology initiatives with customer objectives.
• Oversee project pipeline and capital IT project portfolio, including preparation of proposals, cases, and initiation documents.
• Assist in developing annual operating and capital IT budgets for customers.
• Conduct ROI analysis for proposed solutions and provide guidance on prioritizing technology needs.
• Manage technology governance activities, including project approval, tracking, budgeting, and roadmap prioritization.
• Ensure service level alignment and assist in problem resolution, root cause analysis, and change implementation.
• Stay current on emerging technologies and industry innovations through continuous learning and professional engagement.
• Perform other duties as assigned.

WHAT ARE WE LOOKING FOR?

Education and Experience:

• Minimum five years related experience.
• Minimum three years supervisory or management experience.

Preferred:

• Bachelor’s degree in business, Marketing or a related field of study preferred or an equivalent combination of work experience and education.
• Minimum four years industry experience.

Skills:

• Excellent written and verbal communication skills; ability to interact effectively across diverse teams and with customers.
• Strong analytical and problem-solving skills; ability to develop solutions for complex issues.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability towritereports, business correspondence, and procedure manuals.
• Demonstrated leadership and change management experience.
• Proven ability to plan, organize, and manage multiple projects and priorities.
• Proficiency in Microsoft Office and web-based applications.
• Financial management experience, including budgeting and expense monitoring.
• Knowledge of company products, services, and IT/business process interdependencies.
• Experience implementing IT solutions and managing high-profile customer relationships.
• Strong influencing and negotiation skills to gain stakeholder commitment.

WHAT DO WE HAVE TO OFFER?

With a genuine culture of recognition, we want our employees to grow, develop and be part of our journey. We offer a benefits package with a focus on your wellbeing.

We are a team in every sense, and we support each other and work collaboratively to achieve our goals together.

It is our goal that you will be compensated for your hard work and commitment, so if you’d like to work for one of the top Logistics providers in the world then let’s work together to help you find your new role.

ABOUT TOMORROW

We value your professional and personal growth. That’s why we share plenty of career opportunities for you to thrive within CEVA. This role can be the first step on your career path with us. You can stay in the same job family, find a new family to grow in ( an almost limitless number of options ) or find your own path. Join CEVA for a challenging and rewarding career.

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At CEVA we are committed to creating a safe and healthy work environment.
We offer:

• Professional Development Opportunities
• Continuing Education

CEVA is an equal opportunity employer who agrees not to discriminate against any employee or job applicant and is committed to a diverse and inclusive workforce. Accommodations are available upon request for candidates with disabilities taking part in all aspects of the selection process.
We thank all candidates for applying, however, only successful candidates will be contacted for an interview.