Customer Success Manager

AgencyAnalytics; Toronto; Remote; CAD 60,000 - 90,000; Full time

Job summary

A leading SaaS company is seeking a Customer Success Manager to support North American clients and enhance their experience with our platform. Responsibilities include managing customer onboarding, proactively reaching out to at-risk accounts, and collaborating with cross-functional teams. The ideal candidate has over 3 years of experience in a customer-facing role within a B2B/SaaS environment, possesses strong communication skills, and is eager to contribute to customer success.

Qualifications

• 3+ years of customer-facing experience in B2B/SaaS.
• Eagerness to help others and navigate customer journeys.
• Ability to prioritize and multi-task effectively.

Responsibilities

• Manage onboarding and education of new customers.
• Proactive outreach to low-performing accounts.
• Run customer meetings focusing on maximizing value.
• Collaborate with Sales and Customer Support teams.

Skills

Customer-centric mindset

Strong communication skills

Relationship building skills

Proactive team player

Tech-savvy

Job description

Customer Success Manager

Application Deadline: 2 January 2026

Department: Customer Success

Employment Type: Permanent

Location: Remote Canada

Compensation: $60,000 - $90,000 / year

Description

We're seeking a Customer Success champion to service the North American customers of our highly successful SaaS platform. You'll be joining a supportive, tight-knit, and highly committed team that is passionate about helping customers reach their business goals, and passionate about growing our product.

The success of our company is directly tied to the success of our customers, and our Customer Success team plays an essential role in helping these subscribers thrive. To continue achieving this, we’re specifically looking for fast-learning people with high-level communication and relationship-building skills, and excellent problem-solving abilities.

This is an opportunity to join a fast-growing and industry-leading company with an outstanding customer reputation. There is the possibility for long-term growth into more senior positions within the department. Individuals who thrive in this role are those with a mixed skillset, who can contribute ideas and take initiative, to strengthen our Customer Success interventions and our company.

As a Customer Success Manager, you will:

• Manage onboarding and education of new and existing customers
• Proactive outreach to low-performing accounts, expansion opportunities, and churn risks
• Run customer meetings (via Zoom) focusing on ensuring customers are getting maximum value from their subscription
• Uncover new opportunities by focusing on customer needs
• Handle upgrades, quotes, and related inquiries while using research skills to problem solve
• Engage and collaborate with Sales and Customer Support teams when requiredCollaborate closely with engineers to escalatie any issues or bugs
• Manage customer feedback, insights, and feature requests to contribute to product development
• Contribute to growth of the Customer Success department over time

What You'll Bring

• 3+ years of customer-facing experience in a B2B/SaaS environment as a Customer Success Manager or Account Manager working with SMB, Mid-Markets and Enterprise customers (focus on SMB & Mid)
• Customer-centric mindset and eagerness to help others
• Strong communication and relationship building skills, and ability to navigate opportunities and roadblocks throughout customer journey
• Confident proactive team player, self-motivated, able to think creatively when dealing with customers
• Tech-savvy with passion for learning and continuous improvement
• Ability to prioritize, multi-task, and perform well in ever-changing environment
• Proactive customer management and sales instincts driving revenue growth and retention
• Growth-oriented mindset, seek to give and receive feedback

Compensation

Our base salary for this role ranges from $60,000 to $90,000 CAD. Compensation is determined by factors such as market salary data within Canada, technical skills, previous work history, and internal pay equity. Many positions also include additional variable compensation, which our Talent Acquisition team will discuss with you during the interview process.