Customer Success Manager

Cira Apps Ltd; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading SaaS provider based in Toronto is seeking a Customer Success Manager to guide customers in maximizing the potential of their solutions. The successful candidate will deliver exceptional experiences by building strong customer partnerships, lead successful onboarding sessions, and monitor engagement trends to identify opportunities for growth. The ideal applicant should have proven experience in a related role, strong analytical skills, and proficiency with CRM tools. Join us to be part of a supportive and innovative environment that values collaboration and creativity.

Qualifications

• Proven experience in a Customer Success Manager or related role.
• Experience engaging multiple stakeholders and decision-makers.
• Proactive and self-directed with management skills.

Responsibilities

• Serve as the primary point of contact for assigned customers.
• Build partnerships and translate business challenges into strategies.
• Monitor customer health and engagement trends to identify opportunities.

Skills

Customer-focused mindset

Strong analytical skills

Excellent time management

Problem-solving mindset

Strong written and verbal communication skills

Education

Bachelor’s degree preferred or equivalent work experience

Tools

Salesforce

Microsoft 365

Job description

Company Overview

Cira Apps Limited is a SaaS company that enhances Office 365 productivity for iPhone and Android business users. The flagship product, CiraSync, is used by more than 12,000 companies to provide productivity gains and cost savings through contact and calendar automation.

Role Overview

As a Customer Success Manager at Cira Apps you’ll be the trusted guide for our customers, ensuring they unlock the full potential of our solutions while achieving their own goals. This role combines strategic thinking, problem‑solving, and a customer‑first mindset to deliver exceptional experiences and drive mutual success.

What You’ll Do

• Serve as the primary point of contact for assigned customers, ensuring they feel supported, heard, and successful.
• Build strong partnerships with customers to understand their business challenges and objectives, and translate them into tailored success strategies.
• Lead onboarding and implementation sessions, ensuring a smooth transition and rapid adoption of our software.
• Proactively plan, schedule, and lead structured customer business reviews on a monthly, quarterly, bi‑yearly, and yearly basis to assess outcomes, align on goals, and demonstrate value.
• Monitor customer health, usage, and engagement trends to identify expansion opportunities and mitigate risks early.
• Deliver ongoing training, best practices, and enablement resources to maximize customer outcomes.
• Act as a strong customer advocate internally by sharing feedback, insights, and use cases with sales, product, and engineering teams.
• Drive customer advocacy initiatives, including identifying and nurturing opportunities for case studies, testimonials, and references.
• Use data‑driven insights to clearly articulate ROI and business impact to customer stakeholders.

What You’ll Bring

We’re looking for someone who thrives on creating meaningful connections and delivering value. Here’s what makes you a great fit:

• Bachelor’s degree preferred or equivalent work experience.
• Proven experience in a Customer Success Manager, Account Management, or related role. SaaS experience preferred.
• Customer‑focused mindset with a strong commitment to delivering measurable outcomes.
• Experience engaging multiple stakeholders and makers.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent time management and prioritization skills.
• Problem‑solving mindset with strong ownership and attention to detail.
• Experience using CRM tools such as Salesforce.
• Working knowledge of Microsoft 365.
• Strong written and verbal communication skills, including the ability to interpret email tone, communicate professionally, and lead complex, high‑stakes discussions and negotiations.
• Proactive and self‑directed, with the ability to independently initiate customer check‑ins and lead structured business reviews on a monthly, quarterly, bi‑yearly, and yearly cadence.
• Demonstrated ability to advocate for customers and drive adoption of case studies, testimonials, and published success stories through trusted relationships.

Bonus points if you’re bilingual and can support our diverse customer base.

Why Join Us?

At Cira Apps, our mission is to simplify and streamline the way businesses manage contacts. As part of our team you’ll work in a supportive, innovative environment where your contributions make a real impact. We value collaboration, creativity, and the unique perspectives our team members bring.

Cira Apps is committed to a diverse and inclusive workplace. Cira Apps is an equal‑opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. If you would like to request an accommodation, please notify us at [e-mail].