Customer Success Manager

SPS Commerce; Toronto; Hybrid; CAD 100,000 - 125,000; Full time

Job summary

A leading ecommerce solutions provider is looking for a motivated individual to join their dynamic tech team in Toronto. This hybrid role focuses on customer onboarding and relationship management, requiring strong sales and customer service experience. The ideal candidate will demonstrate excellent communication skills and a commitment to delivering exceptional service. Competitive salary and benefits included.

Benefits

Competitive salary

Retirement Savings Plan (RRSP)

Comprehensive health benefits

Flexible PTO

Employee stock purchase program (ESPP)

Company-provided laptop

Complimentary snacks and drinks

Quarterly company events

Qualifications

• 5+ years in sales, customer service, or business development.
• Strong ability to manage multiple customers and projects.
• Excellent interpersonal skills to build trust and rapport.

Responsibilities

• Guide new customers through onboarding.
• Orchestrate the customer journey and ongoing relationship management.
• Deliver top-notch service to support contract renewals.

Skills

Sales experience

Customer service

Relationship building

Organizational skills

Excellent communication

Problem-solving skills

Self-starter

Customer-centric mindset

Job description

Overview

Carbon6, now part of SPS Commerce, is transforming the future of ecommerce. Our mission is to simplify success for online sellers by removing barriers and building an ecosystem of tools, resources, and community. Our solutions support businesses at every stage of their journey—from launch to global scale. In early 2025 Carbon6 was acquired by SPS Commerce, the industry’s leading provider of cloud-based supply chain management solutions. Together we’re integrating Carbon6’s ecommerce platform with SPS’s vast retail network to help sellers grow more efficiently, profitably, and intelligently. As a global team across North America, Europe, and Asia, we thrive on innovation, collaboration, and continuous improvement.

We’re hiring for a The Opportunity (Hybrid - Toronto ON) to join our dynamic tech team. With a customer-first mindset you’ll be the face of our company for enterprise customers, ensuring they receive exceptional service and can rely on you to handle the details. If you’re a motivated, tech-savvy individual who enjoys building relationships and staying at the forefront of innovation, Carbon6 could be the place to build your career.

Your Role

Your Impact

• Seamless Customer Onboarding: Guide new customers through onboarding to ensure a swift, accurate setup and immediate value; set the pace for how new customers perceive our efficiency and dedication.
• Conductor of the Customer Experience: Orchestrate the customer journey from first interaction through ongoing relationship management to ensure exceptional service and positive outcomes.
• Drive Customer Satisfaction: Deliver top-notch service that supports contract renewals and strengthens loyalty, highlighting the impact of our services on the customer’s business.
• Nurture Relationships: Build and maintain lines of communication between customers and our company to enable productive collaboration across teams.
• Strategic Advocate: Understand each customer’s needs and guide them on their success journey with us as a trusted advisor.
• Advocate for Our Brand: Communicate our value proposition to the market and demonstrate the tangible benefits of the partnership.
• Value-Driven Success: Seek win-win solutions to deepen relationships and fuel growth for both customer and company.
• Track Customer KPIs: Measure and analyze key metrics to inform strategies, drive customer health conversations, and guide actions.
• Drive Account Growth: Identify opportunities for expansion, upsell, and long-term partnerships to maximize customer lifetime value.

Qualifications

• Proven Experience: 5+ years in sales, business development, or customer service managing multiple accounts with success.
• Ability to Learn Quickly: Adapt to new tools, technologies, and processes with speed and precision.
• Organizational Skills: Strong ability to manage multiple customers and projects with attention to detail and clear workflows.
• Relationship Building: Excellent interpersonal skills and a knack for building trust and rapport.
• Excellent Communication: Strong written and verbal communication; able to explain complex concepts clearly.
• Problem-Solving: Able to identify obstacles and create effective, innovative solutions.
• Systems Thinker: Understand how components interact and balance speed with scalability to meet short- and long-term goals.
• Self-Starter: Proactive, autonomous, and able to drive projects with minimal oversight.
• Target Attainment: Experience with quota or targets through retention, cross-selling, and upselling.
• Customer-Centric: Commitment to putting customers first and delivering memorable experiences.
• Bonus: Knowledge of ecommerce and/or Amazon/Walmart space; experience with vendor central or supplier networks; experience with enterprise or large CPG customers; proficiency with Google Suite & Mac applications; experience with chargebacks and dispute management for Amazon vendors.

Perks & Benefits

We offer a competitive salary along with a Retirement Savings Plan (RRSP) with employer contributions. Grow with us through the employee stock purchase program (ESPP). Comprehensive health benefits (medical, dental, vision) starting Day 1. Flexible PTO with one floating holiday. Company-provided laptop delivered to your door. Complimentary snacks and drinks in the Toronto office. Quarterly or annual company events and off-sites fostering team spirit.

Additional Details

Required Experience: Manager

Key Skills: Bidding, Business Solutions, ABAP, Business Operations, Business Sales, Corporate Marketing

Employment Type: Unclear

Experience: years

Vacancy: 1