Customer Success Manager

Facilityos; Toronto; Hybrid; CAD 70,000 - 100,000; Full time

Benefits offered by this job

Comprehensive health coverage

Hybrid work environment

Career progression opportunities

Team events and snacks

Job summary

FacilityOS seeks a proactive Customer Success Manager to own and grow a book of business within a fast-growing, global platform for facilities operations.

You will analyze usage data, partner with product and sales teams, and drive adoption of new features while maintaining high retention.

This hybrid role requires in-office presence twice a week and offers health benefits and opportunities for career progression.

Qualifications

• 2–5 years of customer success experience.
• Experience managing a customer lifecycle and using usage data.
• Strong verbal and written communication, planning, and project management.
• Exceptional organizational and analytical mindset.
• Self-starter with initiative and growth mindset.
• Detail-oriented with problem-solving skills.

Responsibilities

• Account management and proactive portfolio nurturing.
• Analyze product and business data to identify growth opportunities.
• Collaborate with sales to drive customer growth.
• Identify at-risk accounts and develop mitigation plans.
• Encourage adoption of new features and use cases.
• Continually learn about product improvements and CS best practices.

Skills

Customer success

Account management

Data analysis

Communication

Planning

Tools

Gainsight

Catalyst

Totango

Job description

About FacilityOS

FacilityOS is a fast-growing company redefining how facilities operate- bringing safety, security, and daily operations into one unified platform used by organizations around the world.

As we continue to scale globally, we're building a team of driven, curious people who want to make an impact. You'll be part of a dynamic, collaborative culture where individuals are trusted to take ownership, solve meaningful problems, and grow in their careers. Our team comes together in-office twice a week to connect, collaborate, and build momentum.

If you're looking to do your best work alongside a great team in a high-growth environment, FacilityOS is the place to build your career.

About The Role:

At FacilityOS, we are looking for flexible go-getters who welcome the challenge of meeting the needs of a growing business. We are building the Customer Success program to help drive FacilityOS's growth forward. We are looking for a rockstar Customer Success Manager who will manage, retain, and grow a book of customers. If you're a builder, love working with customers and acting as the CEO of your book of business, this is the role for you!

Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and create scalable processes. This is an outstanding opportunity where you will be playing a major role in the ongoing support and growth of our client base at FacilityOS. After consistently proving yourself as a top contributor to the customer success organization, you will have the opportunity to grow within FacilityOS.

This role is a hybrid position where you'll be required to come into our office twice a week.

Key Responsibilities:

• Account Management - You'll utilize a customer-centric approach to proactively manage and nurture a portfolio of accounts
• Analyze Data - You'll regularly interpret complex data (i.e. product data, business data) to identify where to put your proactive focus within your account base
• Drive Growth - You'll be working across the customer journey to set our customers on the path to success in collaboration with the sales team
• Mitigate Risk - Proactively identifying accounts at risk of churn and putting plans in place to mitigate the risk
• Drive Product Usage - Partner with the product team to help customers adopt new features and use cases
• Continuously Learn - You'll be regularly learning about the product enhancements, CS best practices ad better ways we can enhance our customer experience / journey

Requirements:

• 2-5 years of experience in customer success
• Experience in managing a customer lifecycle journey and understanding of how to work with usage data
• Strong verbal and written communication, strategic planning, and project management skills
• Exceptionally organized
• Analytical and process-oriented mindset
• Your work ethic is unmatched - anything you don't know you'll learn quickly through your growth mindset
• You are a highly motivated, self-starter with a high degree of initiative, a can-do attitude, results and goal-driven mindset and the ability to achieve set goals
• You pay attention to detail in all areas of work with strong problem identification and problem resolution skills

Nice to Have:

• Experience working with a customer success platform (I.e. Catalyst, Gainsight, Totango)

Why work at FacilityOS?

We work hard and play hard and we do both with passion and respect for one another. Our company promotes a fast-paced, fun, friendly, and highly collaborative work environment that provides:

• Comprehensive health coverage
• A Hybrid work environment
• Opportunity for advancement and growth
• Catered Events, Snacks, Drinks – You won't go Hungry!
• Birthday and Life Celebrations
• Two annual parties in a year

FacilityOS Commitment

We believe that a diverse team is the key to innovation and growth. We are an equal opportunity employer that value diversity at our company and encourage all candidates to apply. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

FacilityOS will accommodate individuals with disabilities through each stage of the recruitment and selection process. Please advise us of any needs when your interview is booked, and we will do our best to meet your needs.

Please note that all candidates must be legally eligible to work in the location in which you applied.

Background and Reference Checks

Any offer of employment may be conditional upon full background checks including a criminal record check, a credit check and employment and educational verifications. A reference check will also be conducted.

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications. These tools assist the recruitment team but do not replace human judgment. All advancement and hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us or click here.

FacilityOS thanks all candidates for their interest, however only those selected to continue in the process will be contacted.