Customer Success Manager

Actionstep; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading software company in Toronto is seeking a Customer Success Manager to build long-term customer relationships and drive account retention. The ideal candidate will have 4-6 years of customer success experience, excellent communication skills, and a background in SaaS or legal technology. Join this dynamic team and enjoy a focus on professional development, with a competitive salary range from $80,000 to $100,000.

Benefits

Robust medical, dental, vision offerings

401K with company match

Flexible working and PTO

Take your birthday off

Frequent team building events

Fantastic training and development opportunities

Qualifications

• 4-6 years of experience in customer success or account management, preferably in a SaaS environment.
• Exceptional leadership and communication skills, especially with senior stakeholders.
• Self-motivated and able to work independently with minimal direction.

Responsibilities

• Build strong relationships with customers and resolve their issues effectively.
• Serve as the primary interface for critical situation management.
• Educate customers on product capabilities to ensure maximum value.

Skills

Customer relationship management

Problem-solving

Communication skills

Team collaboration

Time management

Education

Bachelor’s degree in Business, Communications, Technology

Tools

Salesforce

ChurnZero

Job description

Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Practice Management software. We are a fast-growing, dynamic business with a global customer base and team. Headquartered in Auckland, New Zealand, with team members in the United Kingdom, United States, and Australia, we are dedicated to helping thousands of lawyers worldwide run highly successful legal practices.

What you will do:

• Build strong, long‑term relationships with customers by staying in constant communication and efficiently resolving issues with alternative solutions tailored to individual needs.
• Serve as the primary interface to manage and resolve any critical situations.
• Serve as an Ambassador, educating customers on the capabilities of ActionStep to ensure they are leveraging ActionStep effectively and finding value in our services.
• Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle.
• Proactively drive accounts with minimal oversight.
• Be a customer advocate while capturing customer feedback and reporting requests to key ActionStep stakeholders.
• Meet regularly with customers in person.
• Identify, prioritize and communicate product/service updates that reflect customer requests, working closely with Enablement, Sales, Support, Billing, and other teams to ensure an exceptional customer experience.
• Identify and build advocacy relationships with strategic customers acting as a marketing channel through case studies, speaking opportunities, references, etc.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
• Help drive customer strategy and maintain account direction working collaboratively with the Customer Success organization.
• Facilitate quarterly business reviews (QBR’s) with all assigned accounts 40+.
• Maintain a revenue base by managing account retention and renewal.
• Drive upgrade revenue through increased product adoption and increased usage.
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal and account growth.
• Update and maintain Customer Success database (Churn Zero) with the most relevant account details.

The KPIs you will own:

• CSAT (Customer Satisfaction) for Customer Success interaction
• Increase of NPS (Net Promoter Score) (owned with the Customer Team Organization)
• Customer churn percentage (owned by the Customer Success Organization)
• CHS (Customer Health Score)

Experience:

• 4-6 years of relevant experience in customer success, account management, or a related customer-facing role (preferably in a SaaS or legal technology environment), or an equivalent combination of experience and education.

Leadership & Communication:

• Exceptional leadership and communication skills, with the ability to engage in and manage difficult discussions with senior‑level and C‑suite stakeholders while maintaining professional composure and confidence.

Teamwork & Organization:

• Strong team player with a detail‑oriented and highly organized approach to managing tasks of varying priority and stress levels in a fast‑paced environment.

People Skills:

• Comfortable and effective in phone‑based and virtual interactions, with a professional, patient, and balanced demeanor suited for conflict resolution and problem‑solving.

Motivation & Results:

• Self‑motivated and results‑oriented, with a passion for transforming how legal information is created, consumed, and utilized to enhance practice efficiency and improve patient outcomes.

Autonomy:

• Ability to work independently with minimal direction, taking initiative and thriving as part of a collaborative Customer Success team.

Consultative Approach:

• Empathetic communicator with a consultative mindset, adept at understanding and addressing customer perspectives to drive success.

Technical Skills:

• Working knowledge of CRM/CSM applications such as Salesforce and/or ChurnZero is a plus; proficiency in learning and leveraging new software tools is essential.

Adaptability:

• Skilled at multitasking and shifting focus/priorities on the fly, ensuring customer satisfaction and business goals are met in dynamic settings.

Education:

• Bachelor’s degree in Business, Communications, Technology, or a related field (or equivalent professional experience).

Things that will give you a head start in the role:

• Accounting / trust accounting knowledge
• Exposure to the legal industry (working with lawyers and law firms)
• A strong understanding of technical vernacular in order to effectively communicate with customers and internal teams.
• Experience working with Microsoft Teams, Churn Zero, Fresh Desk, Zoom, Azure

Join our inspirational working environment!

Salary range from $80,000 to $100,000

Benefits:

• Robust medical, dental, vision offerings
• 401K with company match
• Flexible working and PTO
• Take your birthday off
• Frequent team building events
• Fantastic training and development opportunities