Customer Success Manager

Elby Professional Recruitment; Toronto; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

3 weeks vacation

100% employer-paid benefits

5 paid wellness days

Employee discount program

Job summary

Elby Professional Recruitment's client seeks a Customer Success Manager who leads a customer operations team and aligns Sales, Finance, Operations, Production and Logistics to fulfill orders with excellence.

The role focuses on coaching, process improvement, and KPI-driven performance across shifts, driving customer satisfaction and growth. Eligible candidates must be capable of operating in a fast-paced environment in Canada.

Qualifications

• Proven leadership experience within customer operations, customer service, order management, inside sales, or a similar environment.
• Sales-centric mindset with a strong focus on building relationships, solving problems, and delivering exceptional customer experiences.
• Experience improving processes, implementing structure, developing KPIs, and driving accountability within a team.
• Experience with ERP systems and business transformation initiatives is considered a strong asset.

Responsibilities

• Lead, coach, and develop a customer operations team across multiple shifts through a team of supervisors and leads.
• Oversee scheduling, staffing coverage, attendance, and day-to-day team performance.
• Ensure accurate and timely processing of customer orders while maintaining a high level of service.
• Act as a key liaison between Sales, Operations, Production, Logistics, and Finance to ensure orders are fulfilled efficiently.
• Manage customer inquiries and escalations, ensuring a positive customer experience.
• Establish KPIs, performance metrics, and accountability across the department.
• Identify and implement process improvements to support efficiency, scalability, and service excellence.
• Support operational transformation initiatives, including the implementation of a new ERP system.

Skills

Leadership

Customer operations

Process improvement

KPIs

Sales focus

Tools

ERP systems

Job description

Our client is seeking a Customer Success Manager who is a people-focused leader, operationally minded, and passionate about delivering an exceptional customer experience. This newly created role will lead a customer operations team, oversee order management processes, and act as a key link between Sales, Finance, Operations, Production, and Logistics. The successful candidate will have the opportunity to bring structure, improve processes, develop a high-performing team, and support the organization\'s continued growth.

What our client has to offer:

• Competitive salary range of $90,000 - $120,000
• 3 weeks vacation
• 100% employer-paid benefits
• 5 paid wellness days
• Employee discount program
• Stable, growing organization with significant growth initiatives underway

Responsibilities:

• Lead, coach, and develop a customer operations team across multiple shifts through a team of supervisors and leads.
• Oversee scheduling, staffing coverage, attendance, and day-to-day team performance.
• Ensure accurate and timely processing of customer orders while maintaining a high level of service.
• Act as a key liaison between Sales, Operations, Production, Logistics, and Finance to ensure orders are fulfilled efficiently.
• Manage customer inquiries and escalations, ensuring a positive customer experience.
• Establish KPIs, performance metrics, and accountability across the department.
• Identify and implement process improvements to support efficiency, scalability, and service excellence.
• Support operational transformation initiatives, including the implementation of a new ERP system.

Qualifications:

• Proven leadership experience within customer operations, customer service, order management, inside sales, or a similar environment.
• Sales-centric mindset with a strong focus on building relationships, solving problems, and delivering exceptional customer experiences.
• Experience improving processes, implementing structure, developing KPIs, and driving accountability within a team.
• Experience with ERP systems and business transformation initiatives is considered a strong asset.

This posting is for an open vacancy currently available within our client\'s organization.

We would like to thank all applicants however only those under consideration will be contacted.

To be eligible for this role, you must be legally eligible to work in Canada.

Please note that we use AI tools as part of our recruitment process to enhance efficiency and improve candidate experience.

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