Customer Success Manager

Confidential Jobs; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading client services firm in Toronto is seeking a dynamic Customer Success Manager. In this role, you will develop strong relationships with clients to enhance satisfaction and drive engagement. The ideal candidate will excel in communication and leadership skills, with a background in project management or customer service. Experience in analyzing client data and a proactive approach are essential. This position offers an excellent opportunity to impact client success and foster partnerships.

Qualifications

• Proven experience in project management or customer service roles.
• Experience in mentoring or supervising team members.
• Strong analysis skills to interpret data insights.

Responsibilities

• Develop and maintain relationships with clients.
• Manage multiple client accounts for satisfaction.
• Analyze customer data to identify trends and opportunities.

Skills

Excellent communication skills

Leadership capabilities

Analytical skills

Customer relationship management

Proficiency in English

Job description

Overview

We are seeking a dynamic and dedicated Customer Success Manager to join our team. The ideal candidate will be responsible for fostering strong relationships with clients, ensuring their satisfaction, and driving long-term engagement with our products and services. This role requires excellent communication, leadership, and analytical skills, along with a passion for delivering exceptional customer service. Fluency in English and exceptional communication skills are preferred to effectively serve our diverse client base. The Customer Success Manager will play a pivotal role in understanding client needs, coordinating solutions, and supporting company growth through proactive account management.

Responsibilities

• Develop and maintain strong relationships with clients to understand their business needs and objectives.
• Serve as the primary point of contact for customer inquiries, providing timely and effective solutions.
• Manage multiple client accounts, ensuring high levels of customer satisfaction and retention.
• Lead onboarding processes for new clients, providing training and support to maximize product adoption.
• Collaborate with cross-functional teams including sales, product development, and support to address client requirements.
• Analyze customer data to identify trends, opportunities for upselling or renewal, and areas for improvement.
• Conduct regular review meetings with clients to assess satisfaction levels and gather feedback for continuous improvement.
• Negotiate renewal terms and contract extensions to secure ongoing partnerships.
• Supervise junior team members or interns as needed, providing guidance and mentorship on best practices in customer success.

Experience

• Proven experience in project management, customer service, or account management roles within a fast-paced environment.
• Demonstrated leadership capabilities with supervising or mentoring team members.
• Proficiency in English is a core requirement. Proficiency in French and/or Spanish is highly desirable to effectively communicate with diverse clients.
• Strong analysis skills to interpret data insights and develop strategic action plans.
• Excellent communication skills—both verbal and written—to articulate complex ideas clearly and persuasively.
• Experience in negotiation to facilitate mutually beneficial agreements with clients.
• Prior experience in supervising teams or managing client accounts is preferred but not mandatory; a proactive attitude towards learning is essential. Join us as a Customer Success Manager to make a meaningful impact by ensuring our clients achieve their goals while fostering long-term partnerships that drive mutual success.