Customer Success Manager

iTMethods Inc.; Toronto; Hybrid; CAD 80,000 - 120,000; Full time

Job summary

A leading company in the cloud services sector is looking for a Customer Success Manager in the Greater Toronto Area. This role will focus on fostering client relationships, driving success, and collaborating with diverse teams to ensure satisfaction with innovative solutions. Ideal candidates will have substantial experience in customer success or account management, as well as strong communication skills to effectively liaise with enterprise clients, particularly in a hybrid working environment.

Benefits

Access to certifications and continuous learning programs

Team hackathons and knowledge-sharing sessions

Competitive salary and performance-based bonuses

Qualifications

• 3-5+ years in Customer Success or Account Management in SaaS or IT services.
• Experience managing enterprise client relationships.
• Familiarity with cloud and DevOps concepts.

Responsibilities

• Act as strategic advisor and primary contact for enterprise clients.
• Drive client onboarding, renewals, and expansions.
• Collaborate with Sales and Engineering teams.

Skills

Communication

Analytical

Presentation

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

Jira

Confluence

Excel

PowerPoint

Job description

Customer Success Manager
Greater Toronto Area (Hybrid, with regular in-person meetings in Toronto/Mississauga) | Full-Time | Mid-Level (3-7 years experience)

Are you passionate about building strong client relationships and driving success through innovative solutions?
iTmethods is hiring a Customer Success Manager to guide enterprise clients across our managed AI and DevOps platform. You’ll partner with global organizations to unlock value in complex cloud environments, collaborating with a diverse, growth-oriented team.

The Opportunity

As a Customer Success Manager, you’ll:

• Act as the strategic advisor and primary contact for enterprise clients.
• Drive onboarding, renewals, and expansions to ensure client success.
• Collaborate with Sales, Engineering, and Partner teams to deliver value.

Work Arrangement:
This is a hybrid role based in the Greater Toronto Area, combining the flexibility of remote work with regular in-person collaboration at our Toronto/Mississauga office. You’ll attend team and company meetings in person, approximately up to 4 times per month (e.g., monthly team syncs and quarterly all-hands meetings). Our office is conveniently located for GTA residents, and we foster a collaborative environment to strengthen team connections.

You’ll be measured by:

• Client retention, satisfaction, and platform engagement.
• Account growth and quality of strategic interactions (e.g., QBRs).

What You Bring

• 3-5+ years in Customer Success or Account Management in SaaS, DevOps, or IT services (or equivalent experience).
• Proven ability to manage enterprise client relationships and drive business value.
• Strong communication and presentation skills, with the ability to simplify technical concepts.
• Familiarity with Salesforce, Jira, Confluence, and Excel/PowerPoint (preferred).
• Analytical, adaptable, and proactive, with a passion for learning.
• Based in the Greater Toronto Area or willing to relocate, with the ability to attend regular in-person meetings at our Toronto/Mississauga office.
• Experience with global clients, especially in North America or Europe, is a plus.

Why Join iTmethods?
Join a collaborative team that supports Fortune 1000 clients with cutting-edge AI and DevOps solutions. Based in the Greater Toronto Area, you’ll enjoy a hybrid work model that blends remote flexibility with in-person team and company meetings at our Toronto/Mississauga office (up to 4 times per month). Grow your career through mentorship, industry-leading training, and opportunities to lead high-impact projects.

We offer:

• A hybrid work environment with remote flexibility and regular in-person collaboration in Toronto/Mississauga.
• Competitive salary and performance-based bonuses.
• Access to certifications and continuous learning programs.
• Team hackathons, knowledge-sharing sessions, and in-person social events.

We welcome applicants from diverse backgrounds who are excited to drive client success in the GTA. If this role resonates with you, we can’t wait to meet you!

Do you have at least 5 years of experience in customer success, account management, or a related field?*

Have you worked in a client-facing role within a B2B SaaS or technology company?*

Do you have hands-on experience with CRM tools such as Salesforce, HubSpot, or Zendesk?*

Are you familiar with cloud infrastructure and DevOps concepts?*

Have you managed relationships with senior executives or C-level stakeholders?*

Have you collaborated with internal teams such as Support, Operations, Pre-Sales, Engineering, Sales, or Marketing?

Do you have experience driving customer retention rates of 90% or higher?*

Have you been responsible for contract renewals and upsell/cross-sell opportunities?*

Have you led or participated in customer onboarding, training or requirement gathering sessions?*

Are you comfortable analyzing customer data to identify risks and opportunities?*

Have you managed multiple customer accounts simultaneously?*

Do you have experience working with enterprise or Fortune 1000 clients?*

Are you able to travel or come to the office in Mississauga on a required basis?*

Have you organized or participated in customer business reviews (QBRs) or satisfaction surveys?*

Are you willing to maintain relevant partner certifications as required?*