Customer Success Manager

Swoop; Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A growing FinTech platform based in Toronto is seeking a Customer Success Manager who excels at building relationships and leveraging technology. The ideal candidate will empower accounting professionals to enhance their practices while enjoying benefits like a competitive salary, flexible working, and 5 weeks of annual holiday. If you're ready to make an impact and embrace new challenges, we want to hear from you.

Benefits

5 weeks holiday annually

Competitive salary & short term incentive structure

Employee Healthcare benefits plan

Employee Discounts

Flexible working (3 days in office)

Qualifications

• Prior experience in B2B Customer Success, Account Management, or Partner Management roles.
• Familiarity with business funding, lending, or financial services.
• Ability to handle complaints and difficult conversations.

Responsibilities

• Serve as a trusted partner for accounting firms.
• Develop deep, authentic partnerships with accounting firms.
• Master Swoop's technology and service offerings.
• Monitor partner health and identify churn risks.
• Collaborate with sales, marketing, and operations teams.
• Provide insights and reporting on partner relationships.
• Help accounting professionals achieve their goals.

Skills

Natural charisma

Strong interpersonal skills

Commercial acumen

Experience in B2B Customer Success

Familiarity with CRM tools

Problem-solving skills

Tools

HubSpot

Job description

Overview

Where: Toronto (Hybrid: 3 days per week in office)

Swoop is an exciting, fast-growing FinTech platform connecting SMBs to funding solutions through debt, equity and grants -- taking the stress out of financing for SMBs. Say goodbye to lengthy searches, arduous application forms and black holes of information. Swoop leverages core data points and financial information to help business owners understand the marketplace and uncover the best funding and saving solutions for their businesses. We do the heavy lifting across the entire application process so business owners can focus on running their business.

Swoop for Advisors focuses on supporting Accountants, Bookkeepers and Financial Directors to easily identify ways for their clients to save, invest and grow. Advisors can utilize Swoop's technology, specialist funding teams and customer success team to source the best funding opportunities for their clients, all while educating themselves and their team to identify opportunities and market their new services to their client base.

Position Overview

We\'re seeking a dynamic Customer Success Manager who thrives at the intersection of relationship building and cutting-edge technology. This isn\'t just about maintaining accounts -- it\'s about empowering accounting professionals to become funding heroes for their clients while building a career at the forefront of FinTech innovation. If you\'re someone who lights up at the thought of helping advisors transform their practice and genuinely believes technology should make people\'s lives easier, we want to hear from you.

In this role, you\'ll be the catalyst for advisor transformation:

• Champion advisor success - Serve as a trusted partner for accounting firms, ensuring they feel supported and empowered to leverage our platform to deliver exceptional value to their SMB clients
• Build relationships that last - Develop deep, authentic partnerships with your portfolio of accounting firms that drive retention, loyalty, and long-term customer lifetime value
• Be the product expert - Master Swoop\'s technology and service offerings inside and out, becoming the go-to resource for advisors navigating technical challenges and uncovering new opportunities
• Protect and grow revenue - Monitor partner health with a keen eye, identify churn risks before they materialize, and proactively introduce solutions that expand our footprint within each firm
• Bridge worlds seamlessly - Collaborate with sales, marketing, and operations teams to resolve issues quickly and optimize every touchpoint of the advisor experience
• Drive strategic impact - Provide regular insights and reporting on partner relationships to senior leadership, shaping the future direction of our advisor channel
• Fuel advisor growth - Help accounting professionals achieve their goals while simultaneously strengthening their relationship with Swoop, creating a virtuous cycle of success

About You:

• Relationship builder extraordinaire - You have natural charisma and strong interpersonal skills that help you build rapport quickly and maintain trust over the long haul
• Pressure performer - You\'ve proven your ability to handle complaints, escalations, and difficult conversations with professionalism, resilience, and a solutions-driven mindset
• Commercial mind with heart - You possess genuine commercial acumen and can identify upsell opportunities without ever feeling pushy -- because you truly believe in the value you\'re delivering
• Self-starter with team spirit - You\'re confident working independently and taking initiative, but you\'re also a supportive team player who lifts others up
• Battle-tested professional - Prior experience in B2B Customer Success, Account Management, or Partner Management roles, ideally within Accounting Firms, Technology/SaaS, or Financial Services
• Financially fluent – Familiarity with business funding, lending, or financial services is a strong plus, helping you better understand the goals and challenges of our partners’ clients
• Tech-savvy operator - Familiarity with CRM tools (e.g., HubSpot) to manage customer data and workflows efficiently
• Proactive problem solver - You think on your feet, offer creative resolutions under pressure, and see challenges as opportunities to add value
• Growth mindset champion - Ready to take on new challenges, spot growth opportunities, and set an example for others to learn from

Benefits

• 5 weeks holiday annually
• Competitive salary & short term incentive structure
• Employee Healthcare benefits plan
• Have a say in how the business evolves and scales
• Work within a transparent, friendly and collaborative culture
• Limitless challenge and scope for development
• Employee Discounts
• Flexible working (3 days in office)

Recruitment process summary

1. Candidate screening
2. Round 1 Interview
3. Round 2 Interview (Practical presentation)