CUSTOMER SUCCESS MANAGER

In Demand Recruitment and Consulting Inc.; Toronto; Hybrid; CAD 80,000 - 110,000; Full time

Job summary

A leading recruitment firm in Toronto is seeking a Customer Success Manager to engage with enterprise clients and ensure successful adoption of services. The role emphasizes customer retention, upsell initiatives, and collaboration across teams in a hybrid work setting. Candidates should have over 5 years of experience in Customer Success or Account Management, particularly within a SaaS environment. Competitive compensation and growth opportunities are offered.

Benefits

Competitive compensation package

Growth and advancement opportunities

Hybrid work arrangement

Qualifications

• 5+ years in Customer Success or Account Management.
• Experience managing enterprise-level customers.
• Proven ability to retain multi-million-dollar portfolios.

Responsibilities

• Serve as the primary relationship partner for customers.
• Lead renewal lifecycle to ensure customer satisfaction.
• Identify expansion and upsell opportunities.

Skills

Customer Success

Account Management

Presentation Skills

Analytical Skills

Negotiation Skills

Job description

IN DEMAND Recruitment & Consulting Inc. is currently looking to hire a CUSTOMER SUCCESS MANAGER in Toronto, ON.

Join a high-growth global SaaS organization that’s redefining how enterprises deliver services through AI-driven automation. Recognized by industry leaders and trusted by thousands of organizations worldwide, we help IT and business teams streamline operations, improve digital experiences, and unlock meaningful efficiency gains.

We’re looking for an Enterprise Customer Success Manager to partner with some of our most strategic global clients. In this role, you’ll act as a trusted advisor, ensuring customers achieve measurable outcomes, expand their platform adoption, and realize long-term value.

Hybrid role – 4 days in office -Fridays are remote until 1pm (half day)

What You’ll Do

Serve as the primary strategic relationship partner for enterprise customers, driving engagement and success.

Lead the renewal lifecycle, ensuring continuity and strong customer satisfaction.

Run regular business reviews and strategic discussions to drive adoption, performance, and ROI.

Proactively identify expansion and upsell opportunities based on needs, goals, and platform maturity.

Monitor account health to anticipate risks and deploy mitigation plans early.

Lead QBRs and Executive Business Reviews with senior decision-makers and stakeholders.

Partner cross-functionally with Product, Support, Engineering, and Sales to champion customer needs and ensure seamless execution.

Gather and share customer insights to influence product development and roadmap direction.

What We’re Looking For

• 5+ years in Customer Success, Account Management, or Enterprise SaaS Sales roles.
• Experience managing enterprise-level customers in a subscription or SaaS environment.
• Proven ability to retain and expand multi-million-dollar customer portfolios.
• Strong business acumen with outstanding presentation, discovery, and negotiation skills.
• Customer-obsessed, confident building strong relationships at all levels.
• Personable, proactive, and comfortable owning outcomes with autonomy.
• Skilled at balancing strategic priorities in a dynamic, fast-paced environment.
• A strong communicator and presenter, capable of influencing stakeholders from users to C-suite leaders.
• Analytical and thoughtful, using data to guide recommendations and decisions.
• Sponsorship is not available for this role. Candidates must be Canadian Citizen or have Permanent Residency.

How Success Will Be Measured

Customer retention and renewal outcomes

Successful upsell and expansion initiatives

Improvement in customer satisfaction and NPS

Achievement of multi-year contracts and value-based growth

Why This Is a Great Opportunity!

Be part of a global company leading the evolution of AI-powered service automation.

Influence some of the world’s most respected brands and enterprise organizations.

Work in a collaborative culture where your voice drives impact and innovation.

Competitive compensation package with growth and advancement opportunities.

Hybrid work arrangement with early-release Fridays.

Qualified and interested individuals are encouraged to apply to [e-mail]

ONLY QUALIFIED CANDIDATES WILL BE CONTACTED