Customer Success Manager

AMZ Prep; Toronto; On-site; CAD 85,000 - 115,000; Full time

Job summary

AMZ Prep is seeking a proactive Customer Success Manager to own a portfolio of North American accounts. You will drive retention, satisfaction and growth after launch, serving as the main point of contact and coordinating with Operations, IT and Finance.

The role requires ownership, a fast-paced mindset, and solutions-focused thinking. You will lead business reviews, monitor invoices and KPIs, and collaborate with leadership to improve service delivery and financial performance.

Qualifications

• Experience in customer success, account management, or related field.
• Ability to manage multiple accounts and priorities.
• Strong communication and relationship-building skills.
• Excellent organizational skills and independence.
• Analytical mindset with attention to detail.
• Experience with invoice auditing / accounts receivable.
• Ability to lead customer business reviews.
• Comfortable in a fast-paced environment.

Responsibilities

• Own customer retention, satisfaction and growth across an assigned portfolio of accounts.
• Act as the primary liaison between customers and internal teams (Operations, IT, Finance).
• Translate customer service requirements into clear internal deliverables and SLA adherence.
• Oversee implementation and management of complex service solutions.
• Lead customer business reviews with insights and recommendations.
• Review invoices, monitor accounts receivable and resolve discrepancies.
• Collaborate with account leadership to improve service delivery and financial performance.
• Maintain accurate account documentation and follow-ups.
• Identify opportunities for account growth and convert to business opportunities.
• Gather customer feedback and suggest system/process improvements.

Skills

Customer success

Account management

Communication

Organizational skills

Analytical mindset

Accounts receivable

Stakeholder management

CRM platforms

Tools

CRM platforms

Job description

Customer Success Manager

Department: Customer Success
Reports To: Client Success Lead

About AMZ Prep

AMZ Prep is a fast-growing, technology-driven third-party logistics (3PL) and fulfillment company supporting brands across North America. We combine innovative technology, data and operational expertise to deliver scalable logistics solutions.

We operate with the speed and mindset of a technology company, where accountability, collaboration and continuous improvement are part of how we work.

Our Core Values

Our Core Values guide how we work, make decisions and deliver results. We look for individuals who demonstrate these values every day.

• Win Relentlessly – We are driven, work hard, take pride in our craft and are committed to achieving results.

• Own the Outcome – We take accountability, follow through on commitments and deliver without needing to be managed.

• Humbly Confident – We bring confidence without arrogance, recognize our strengths and remain open to feedback and growth.

• Obsess Over Data – We make decisions based on facts, challenge assumptions and use data to continuously improve.

The Opportunity

We are looking for a proactive, results-driven Customer Success Manager to own and manage a portfolio of customer accounts.

In this role, you will be accountable for customer retention, satisfaction and growth following launch. You will serve as the primary point of contact for your customers, working closely with internal teams to ensure service excellence, resolve challenges and identify opportunities to strengthen partnerships.

Success in this role requires someone who takes ownership, thrives in a fast-paced environment and brings solutions rather than simply identifying problems.

What You’ll Do

• Own customer retention, satisfaction and growth across an assigned portfolio of accounts.

• Act as the primary liaison between customers and internal teams, including Operations, IT and Finance.

• Translate customer service requirements into clear internal deliverables, ensuring SLA commitments are met.

• Oversee the implementation and management of complex service solutions to ensure smooth customer operations.

• Lead customer business reviews, providing meaningful insights, performance updates and actionable recommendations.

• Review customer invoices, monitor outstanding accounts receivable and coordinate timely resolution of discrepancies.

• Partner with account leadership to improve service delivery, operational efficiency and financial performance.

• Maintain accurate account documentation, meeting notes, action items and follow-ups.

• Identify opportunities for account growth and collaborate with leadership to convert them into business opportunities.

• Gather customer feedback and contribute to improvements in systems, processes and service offerings.

What You’ll Bring

• Experience in customer success, account management, customer experience or a related field.

• Proven ability to manage multiple customer accounts, competing priorities and complex service requirements.

• Strong communication, relationship-building and stakeholder management skills.

• Excellent organizational skills with the ability to work independently and follow through on commitments.

• Analytical mindset with strong attention to detail and a solutions-focused approach.

• Experience with financial processes, including invoice auditing and accounts receivable.

• Ability to independently lead customer business reviews and communicate performance results.

• Comfortable working in a fast-paced, evolving environment where priorities may shift.

Nice to Have

• Experience in third-party logistics (3PL), supply chain, warehouse fulfillment or e-commerce.

• Familiarity with service level agreements (SLAs), operational KPIs and performance reporting.

• Experience supporting business transformation or process improvement initiatives.

• Working knowledge of CRM platforms or customer success management tools.

What Success Looks Like

• Strong customer relationships built on trust, accountability and consistent communication.

• High customer retention and satisfaction across your assigned portfolio.

• Proactive identification and resolution of service challenges.

• Accurate reporting, timely follow-ups and consistent SLA performance.

• Identification of growth opportunities and continuous improvements that benefit both customers and AMZ Prep.

At AMZ Prep, we value people who take ownership, move quickly, work collaboratively and are committed to delivering results. If you’re passionate about building customer relationships, solving problems and making a measurable impact, we’d love to hear from you.