Customer Success Manager

Mortgage Automator; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Benefits offered by this job

Hybrid work schedule

Catered lunches

Health benefits

Wellness leave

Job summary

Mortgage Automator in Toronto, Ontario, is hiring a Client Success Specialist to manage a portfolio of clients, ensuring smooth onboarding and successful adoption of our fintech platform. You will deliver product demonstrations, monitor usage, respond to inquiries, and relay customer feedback to product teams.

The role blends relationship-building with strategic upselling in a hybrid office setting. This position offers a competitive CAD 100,000 OTE with base and variable pay, comprehensive

Qualifications

• 2+ years in a customer-facing role within SaaS, Fintech or mortgage industry.
• Exceptional interpersonal and communication skills, both written and oral.
• Proven track record of high customer service levels.
• Strong problem-solving abilities and initiative.

Responsibilities

• Serve as the primary contact for an assigned portfolio of clients with trusted, long-term relationships.
• Guide new clients through onboarding and ensure optimal setup and success with Mortgage Automator.
• Deliver product demonstrations to articulate value and maximize platform use and CLTV.
• Monitor accounts for adoption gaps, usage trends, or risks and resolve proactively.
• Respond to inquiries and coordinate with internal teams to reach timely resolutions.
• Gather and communicate product feedback to the development team for improvements.
• Identify upsell/cross-sell opportunities with the sales team.

Skills

Customer-facing

SaaS

Fintech

Mortgage industry

Communication

Problem solving

Independent work

Multitasking

Job description

• Serve as the primary point of contact for an assigned portfolio of clients, building trusted, long-term relationships grounded in consistent communication and follow-through
• Guide new clients through onboarding, ensuring they are set up for success and confident in using Mortgage Automator to its full potential
• Deliver product and feature demonstrations that clearly articulate value, helping clients maximize their use of the platform and contributing to Customer Lifetime Value (CLTV)
• Proactively monitor client accounts to identify adoption gaps, usage trends, or risks — and take initiative to resolve them before they escalation
• Respond to client inquiries, concerns, and requests in a timely and professional manner, escalating appropriately and coordinating with internal teams to reach resolution
• Advocate for clients internally by gathering and communicating product feedback to the development team, helping shape platform improvements
• Partner with the sales team to identify upselling and cross-selling opportunities that align with client goals and add measurable value
• Other duties as assigned

• Serve as the primary point of contact for an assigned portfolio of clients, building trusted, long-term relationships grounded in consistent communication and follow-through
• Guide new clients through onboarding, ensuring they are set up for success and confident in using Mortgage Automator to its full potential
• Deliver product and feature demonstrations that clearly articulate value, helping clients maximize their use of the platform and contributing to Customer Lifetime Value (CLTV)
• Proactively monitor client accounts to identify adoption gaps, usage trends, or risks — and take initiative to resolve them before they escalation
• Respond to client inquiries, concerns, and requests in a timely and professional manner, escalating appropriately and coordinating with internal teams to reach resolution
• Advocate for clients internally by gathering and communicating product feedback to the development team, helping shape platform improvements
• Partner with the sales team to identify upselling and cross-selling opportunities that align with client goals and add measurable value
• Other duties as assigned

Requirements

• 2+ Year(s) of Experience in a customer-facing role within SaaS , Fintech or the Mortgage Industry
• Exceptional interpersonal and communication skills, both written and oral
• Proven track record of building and maintaining high customer service rates
• Strong problem-solving skills with an ability to analyze situations and provide innovative solutions
• Able to work independently, manage multiple priorities and thrive in a fast-paced environment
• Education and professional experience considered

Benefits

Compensation

• On Target Earnings (OTE): CAD 100,000 /annual
• Split: 80% Base, 20% Variable

Time-Off & Work Life Balance

• Comprehensive Time Off: Competitive paid vacation to unplug and recharge throughout the year
• Holistic Wellness Leave: Dedicated personal leave supporting total well-being, including physical recovery or mental health
• Commuter-Friendly Hybrid: Flexible schedule blending collaborative office time with remote work

Team Culture & Perks

• Catered Lunches: Monthly team lunches to celebrate wins and connect with colleagues
• Growth & Learning: Continuous professional development with internal training and learning opportunities
• Modern Workspace: Professional, supportive environment with tools and technology needed to succeed
• Comprehensive Health Benefits