Customer Success Manager

FacilityOS; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

A leading SaaS company in Toronto is looking for a Customer Success Manager to manage a portfolio of strategic customers. The role emphasizes proactive account management, cross-functional collaboration, and data-driven insights to enhance customer satisfaction and drive results. Ideal candidates will have 2-5 years of experience in customer success and strong problem-solving skills. Join us to be part of a vibrant workplace that values employee engagement and innovative thinking.

Benefits

Comprehensive health coverage

Hybrid work environment

Opportunity for advancement

Birthday and Life Celebrations

Two annual parties

Qualifications

• 2 to 5 years in Customer Success or similar client-facing role.
• Proven success managing customer relationships and driving outcomes.
• Organized, reliable, and able to work independently in a fast-paced environment.

Responsibilities

• Proactively manage and grow a portfolio of strategic customers.
• Help customers achieve value and ROI through personal engagement, automation, and AI.
• Collaborate with various departments to drive customer outcomes.

Skills

Customer relationship management

Problem-solving

Strategic thinking

Data analysis

Effective communication

Organizational skills

Education

Experience in Customer Success or similar client-facing role

Tools

CRM platforms

Job description

Join to apply for the Customer Success Manager role at FacilityOS

Join to apply for the Customer Success Manager role at FacilityOS

FacilityOS is the global leader of SaaS-based enterprise visitor management system, with an easy, reliable and innovative platform that has become an integral part of day-to-day operations for major governments, banks, airports, manufacturers, and Fortune 500 companies worldwide. With FacilityOS, we help clients succeed in tracking, managing, and monitoring who is in their building – while increasing security and efficiency.

At FacilityOS, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas.

In being a great place to work, we are proud to offer a range of experiences and opportunities that will help our employees to achieve their career and personal goals and enable them to live a healthy and balanced life.

What we’re looking for :

At FacilityOS, we’re building a top-tier Customer Success program to help fuel our growth. We’re looking for a high-performing Customer Success Manager to join our team and take ownership of a portfolio of customers.

FacilityOS is a fast-paced, high-growth environment, so you’ll need to be comfortable managing change, working through ambiguity, and driving results. This role is ideal for someone who thrives on building strong customer relationships, takes initiative, and approaches their book of business like an owner.

As a Customer Success Manager, you'll help customers grow and achieve their goals through a mix of high-touch engagement, automation, and AI-driven insights. You'll also play a key role in building a strong team culture and working cross-functionally with departments across the company.

What You’ll Do :

• Account Management : Proactively manage and grow a portfolio of strategic customers using a customer-centric and consultative approach (Approximately 50-75 accounts)
• Drive Customer Outcomes : Help customers achieve value and ROI by combining personal engagement, automation, and AI
• Cross-Functional Collaboration : Work as part of an account team alongside teams such as Support, Onboarding, Sales, Finance, Product, and Professional Services
• Data-Driven Focus : Use product usage data and customer insights to prioritize outreach, identify risk, and find opportunities
• Growth & Retention : Identify and support expansion opportunities while actively mitigating churn
• Product Adoption : Drive awareness and usage of new features and capabilities, while creating a feedback loop to share customer insights and influence product improvements that better support our customers
• Project Work : Lead or participate in team or department projects to improve internal processes or customer experience
• Team Culture : Foster a collaborative, transparent, and supportive team environment across CS and the broader company

What We’re Looking For :

2 to 5 years in Customer Success or similar client-facing role

Proven success managing customer relationships and driving outcomes

Strong problem-solving and strategic thinking skills

Proficient in using a CRM and Customer Success platforms

Skilled at building customer rapport and communicating effectively

Data-driven with experience using metrics to guide decisions

Organized, reliable, and able to work independently in a fast-paced environment

Why work at FacilityOS?

FacilityOS is the global leader in enterprise visitor management, helping complex enterprises digitize, optimize, and automate their key facility process – from streamlined visitor management to emergency evacuation, our Facility OS Platform is cutting edge and driving significant value with our customers.

We work hard and play hard and we do both with passion and respect for one another. Our company promotes a fast-paced, fun, friendly, and highly collaborative work environment that provides :

Comprehensive health coverage (includes Dental and Vision coverage)

A Hybrid work environment with our office based in North York, Toronto

Opportunity for advancement and growth

Birthday and Life Celebrations

Two annual parties in a year

FacilityOS Commitment

We believe that a diverse team is the key to innovation and growth. We are an equal opportunity employer that value diversity at our company and encourage all candidates to apply. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

FacilityOS will accommodate individuals with disabilities through each stage of the recruitment and selection process. Please advise us of any needs when your interview is booked, and we will do our best to meet your needs.

Please note that all candidates must be legally eligible to work in Canada.

Background and Reference Checks

Any offer of employment may be conditional upon full background checks including a criminal record check, a credit check and employment and educational verifications. A reference check will also be conducted.

Follow us on LinkedIn : https : / / www.linkedin.com / company / facilityos

Please apply via the attached link.

Seniority level

Seniority level

Associate

Employment type

Employment type

Full-time

Job function

Job function

Customer Service

Industries

Software Development

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