Customer Success Manager

CaptivateIQ; Toronto; Hybrid; CAD 105,000 - 125,000; Full time

Job summary

A leading technology company is looking for a Customer Success Manager in Toronto, Canada. This role involves driving revenue growth, managing renewals, and enhancing customer satisfaction. Candidates should have 2-4 years of experience in a similar SaaS environment. The position offers a base salary range of $105,000 to $125,000 per year, along with flexible vacation and professional development stipends.

Benefits

Flexible vacation days

Annual professional development stipend

Latest Apple products

Qualifications

• 2-4 years of experience in Customer Success, Account Management, or similar role in a SaaS environment.
• Proven track record of driving customer retention and delivering high-impact service.
• Strong skills in managing contract negotiations up to the CEO level.

Responsibilities

• Serve as the primary contact for assigned client accounts and ensure their success.
• Collaborate with internal teams to deliver seamless solutions.
• Develop account strategies that align with customer goals.

Skills

Customer Success Management

Account Management

Communication Skills

Problem Solving

Tools

CRM Software (e.g., Salesforce)

Customer Success Platforms (e.g., ChurnZero)

Job description

Overview

Overview\u00a0Customer Success Manager role at CaptivateIQ. This description reflects responsibilities to drive revenue growth, deliver exceptional customer service, and manage renewals and upsells.

Base pay range

105,000.00 / yr - $125,000.00 / yr

About CaptivateIQ

CaptivateIQ is the leading Sales Performance Management solution, recognized by Forrester and G2, and trusted by customers including Affirm, Gong, and Figma. With solutions for Sales Planning and Incentives, we help revenue teams automate processes, hit revenue targets, and adapt with business change, ultimately driving efficient growth. It is backed by Sequoia, Accel, ICONIQ, Sapphire Ventures, and other leading investors.

About the role

We’re seeking a talented Customer Success Manager to join our growing team. The ideal candidate has a proven track record of driving revenue growth, delivering exceptional customer service, and owning both renewal and upsell motions. They embody a solution-oriented mindset, communicate effectively across all levels (including C-suite), and operate with autonomy in fast-paced, dynamic environments. This role is perfect for someone who thrives in ambiguity, takes initiative, and balances strategic customer engagement with commercial execution. You’ll join a high-trust, collaborative team that values transparency, ownership, and strong cross-functional partnerships.

Job location

The candidate selected for this opportunity must reside near one of the following locations: Hybrid (in-office 3 days per week) or Remote. Locations include: Austin, TX; Raleigh, NC; Nashville, TN; Toronto, Canada.

Responsibilities

• Serve as the primary point of contact for assigned client accounts, providing dedicated support to address their needs and ensure their success
• Act as an advocate for clients within the organization, representing their interests and ensuring their needs are addressed promptly and effectively
• Collaborate with internal teams (Sales, Professional Services, Support) to align efforts and deliver seamless solutions that meet client needs
• Present accurate weekly forecasts to leadership, highlighting customer trends and potential impacts on business objectives
• Lead commercial conversations, including renewals and upsells; partner with Sales, Legal, and internal stakeholders as needed to close deals
• Develop account strategies that tie the product to each customer’s strategic goals; identify and close revenue expansion opportunities
• Monitor and track account health, performance metrics, and customer satisfaction levels, taking proactive measures to address issues
• Stay informed about industry trends, market developments, and company strategy to provide clients with relevant insights

Requirements

• 2-4 years of experience in Customer Success, Account Management, or a similar role within a SaaS environment
• Proven track record of exceeding growth targets, driving customer retention, and delivering high-impact customer service
• Strong interpersonal and communication skills, with the ability to manage contract negotiations and objections up to the CEO
• Strategic thinker with the ability to identify opportunities, solve problems, and drive results
• Excellent organizational and time management skills, with the ability to manage multiple priorities and meet deadlines
• Experience working cross-functionally with Product, Support, Marketing, Billing, and other internal stakeholders

Bonus Points

• Experience supporting commissions platforms, finance-adjacent tools, or accounting solutions
• Proven success managing renewals and upsells, especially in mid-to-large portfolios
• Proficiency with popular CRMs (e.g., Salesforce) and Customer Success platforms (e.g., ChurnZero)

Benefits

• US-ONLY: 100% of medical, dental, and vision covered including 75% for dependents
• Flexible vacation days and quarterly mental health days
• One-time expense on your 1-year work anniversary for travel, home furnishings, or a special meal
• Annual stipends for professional development and caretaking
• US-ONLY: 401k plan to participate in and save towards the future
• Newest Apple products to help you do your best work
• Employee Resource Groups (ERGs) to support diverse talent and DEI goals

Notice to Prospective Candidates

• Only emails from @captivateiq.com should be trusted
• We are aware of recruitment scams; we will never ask for sensitive information or request payment during the application process

CaptivateIQ participates in E-Verify. The OTE range represents the minimum and maximum for this position across North America and depends on factors such as proficiency, performance, and location. The OTE is part of CaptivateIQ's total rewards package.