Customer Success Manager

Metaguest; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

A growing technology company in Toronto is seeking a Customer Success Manager to support subscriptions by managing billing issues and recovering failed payments. The ideal candidate will have experience in customer service or billing operations and be comfortable with sensitive conversations. This on-site role offers a salary range of CA$90,000 to CA$130,000 and opportunities for career growth within the organization.

Benefits

Career advancement opportunities

High-output team culture

Access to modern tools

Qualifications

• 1-3+ years of experience in customer service or billing operations.
• Familiarity with Stripe and financial software.
• Confident communicator able to handle sensitive conversations.

Responsibilities

• Respond to cancellation requests and execute retention strategies.
• Track and recover failed or past-due payments.
• Proactively monitor subscription health and communicate with customers.

Skills

Customer service

Billing operations

Account retention

SaaS subscription management

Empathetic communication

Tools

Stripe

CRM systems

Job description

Metaguest's Customer Success Team is hiring a Customer Success Manager to support our growing subscription base by recovering failed payments and ensuring financial continuity across thousands of live customer accounts. This role blends customer care, revenue operations, and collections — ideal for someone comfortable handling sensitive conversations with empathy, precision, and professionalism.

As part of Metaguest’s Customer Success Team, you’ll manage account retention, billing issues, and failed payment recovery using our internal tools and integrations. You’ll be the go-to problem solver when clients face renewal questions, billing disputes, or overdue balances. You’ll also collaborate closely with our Sales and Accounting teams to ensure a smooth customer lifecycle and predictable revenue.

This is a mission-critical role for Metaguest’s subscription growth engine and a unique opportunity for someone who thrives at the intersection of service and structure.

What You’ll Be Doing

1. Respond to inbound cancellation requests and execute proven save / retention playbooks.
2. Track and recover failed or past-due payments using Stripe, CRM workflows, and automated tools.
3. Proactively monitor subscription health and communicate with customers about upcoming renewals, expirations, or billing risks.
4. Work cross-functionally with Sales, Customer Success, and Accounting teams to resolve disputes, escalate edge cases, and protect revenue.
5. Document all outreach, feedback, and resolutions with attention to detail.
6. Contribute to internal process improvements to make subscription management more efficient at scale.

What We’re Looking For

• 1–3+ years of experience in customer service, billing operations, account retention, or SaaS subscription management.
• Familiarity with Stripe, recurring billing systems, or financial software.
• Confident and empathetic communicator. You're able to handle sensitive conversations professionally.
• Organized, thorough, and comfortable working in ticketing or CRM environments.
• A problem-solver who enjoys balancing customer care with operational structure.
• Bonus: Exposure to SMB SaaS, hospitality, or e-commerce billing environments.

Compensation & Growth Path

Growth: Opportunities to advance into Customer Success leadership roles, RevOPS or Billing Strategy roles.

Why Join Metaguest?

Metaguest (CSE: $METG) is a venture-backed, public company delivering AI-powered concierge and commerce experiences to hotels, resorts, and vacation properties. Our product connects local businesses to guests at scale, and we’re growing fast. As a public company, we combine the pace of a high-growth environment with the infrastructure of a mature operation.

We offer:

• A clear path to earnings growth and career advancement
• A high-output team culture that values ownership and consistency
• Access to fast decision-making, modern tooling, and meaningful sales support
• The opportunity to help shape the future of hospitality and local commerce

If you’re a high-performing professional looking for consistency, autonomy, and a product with proven value, we’d love to meet you.

• This is an on-site role based in the GTA (Greater Toronto Area).
• Applicants must be legally entitled to work in Canada.
• We are not currently accepting international or remote applicants.

Seniority level: Entry level

Employment type: Full-time

Industries: Technology, Information and Media

Location: Toronto, Ontario, Canada

Salary: $100,000.00-$120,000.00 or CA$90,000.00-CA$130,000.00

Posted: 3 weeks ago