Customer Success Manager

Blue J Legal; Toronto; Hybrid; CAD 65,000 - 80,000; Full time

Benefits offered by this job

Stock options

Benefits package

Hybrid work

Job summary

Blue J is seeking a proactive Customer Success Manager to support rapid growth in a hybrid Toronto-based role. You will nurture SMB accounts, align usage with goals, and drive retention and expansion through structured outreach and value delivery.

Ideal candidates have 1–3 years in customer success or related roles, strong communication, and a growth mindset to thrive in a fast-paced SaaS environment. You’ll collaborate with sales and product teams to scale our tax-focused platform.

Qualifications

• 1–3 years in customer success or related roles.
• Experience in relationship management and revenue retention/ expansion is a plus.
• Exceptional presentation, written and verbal communication skills.
• Strong organizational, analytical, and project management skills.
• Ideally, some experience with and desire to work in an agile, start-up/scale-up environment - a growth mindset is essential.
• Comfort managing large books of business and high activity levels while maintaining strong customer outcomes.
• Experience in high-volume SMB SaaS, e-commerce, or digitally scaled customer success environments is a strong plus

Responsibilities

• Manage a high-volume SMB portfolio, act as trusted advisor to customers, and prioritize actions using clear signals and repeatable playbooks.
• Achieve identified revenue targets.
• Proactively reach out to clients and decision makers to cultivate relationships, ensure retention, and promote expansion.
• Establish and measure customer goals.
• Become a product expert and address customer inquiries.
• Train customers on how to use Blue J platforms, delivering value to the portfolio.
• Identify churn risk and take actions to mitigate it.
• Design and execute one-to-many CS plays using segmentation for efficiency.
• Partner with Expansion Account Managers to surface qualified expansion opportunities early.

Skills

Customer success

Account management

Sales experience

Relationship management

Presentation skills

Organizational skills

Analytical skills

Project management

Growth mindset

SMB SaaS experience

Job description

Customer Success Manager

Toronto, Canada • Customer Experience • Hybrid • Full-time

About Blue J

Blue J is the leading generative AI solution for tax professionals and one of Canada's fastest-growing AI companies. Headquartered in Toronto, we're a high-growth B2B SaaS company building industry-leading tax research software that helps accountants find accurate answers to complex tax questions with greater speed and confidence.

Backed by a $122M USD Series D funding round, we're scaling rapidly across North America and the UK while continuing to push the boundaries of what's possible with AI. By combining advanced technology with deep tax expertise, we empower tax professionals to work more efficiently, make better decisions, and deliver greater value to their clients.

A Note on Location

This is a hybrid role based in Toronto, with the preference for being on-site 1-2 days per week. All candidates must be eligible to work in Canada.

We’re intentional about in-person collaboration, not because we have to be, but because we believe there’s real value in it. Whether it’s spontaneous whiteboard sessions, monthly team gatherings, or company-wide socials, we’re building a culture where connection is energizing and showing up in person feels like something you want to do, not something you’re obligated to do.

The Opportunity

We’re looking for a proactive, customer-focused Customer Success Manager to support our rapid growth at Blue J.

Our ideal candidate is excited about building and maintaining meaningful relationships with customers to support Blue J’s expansion. You understand how helping customers meet their usage goals plays into customer success and retention, and you’re excited about doing whatever you need to do to ensure your accounts have what they need for success.This role supports a large SMB customer base using a mix of relationship-driven and digital customer success strategies, combining proactive outreach with scalable engagement across your portfolio.

We’re looking for someone curious and collaborative with a knack for sales and growth, and who is excited about playing a key role in supporting Blue J as we scale! You'll get to work closely with and learn from our amazing team, see the direct impact of your work in a rapidly growing company, and be front and centre in the world of Generative AI for professional services. If this sounds like you, we can’t wait to meet you!

What You’ll be Doing

• Managing a high volume portfolio of SMB accounts, becoming a trusted advisor to customers, and prioritizing actions using clear signals and repeatable playbooks
• Achieving identified revenue targets
• Proactively reaching out and maintaining a regular cadence of communication with clients & decision makers to cultivate relationships, ensure retention, and promote expansion
• Establishing and measuring customer goals
• Becoming a product expert and addressing customer inquiries
• Training customers on how to use Blue J platforms, ensuring delivery of value to the customer portfolio
• Identifying risk of churn within your portfolio and taking action to alleviate it
• Designing and executing one-to-many customer success plays (email campaigns, usage nudges, training programs) using segmentation and filtering to support a large SMB portfolio efficiently
• Partnering with Expansion Account Managers to surface qualified expansion opportunities early through structured monitoring of customer signals

What You Offer Blue J

• 1-3 years in customer success, account management or sales roles
• Any experience focused on relationship management and revenue retention/expansion is a plus
• Exceptional presentation, written and verbal communication skills
• Strong organizational, analytical, and Project Management skills
• Ideally, some experience with and desire to work in an agile, start-up/scale-up environment - a growth mindset is essential
• Comfort managing large books of business and high activity levels while maintaining strong customer outcomes.
• Experience in high-volume SMB SaaS, e-commerce, or digitally scaled customer success environments is a strong plus

What We Offer You

• An incredible opportunity to be an early team member at a rapidly growing company. We’re building a revolutionary tool from the ground up, and you will have a meaningful role in shaping the team that builds it.
• A mission‑driven culture where your work directly advances clarity, efficiency, and accessibility in tax research.
• We’re well-funded and offer competitive base salaries and stock options. You’ll play a crucial role in our growth, and it’s important to us that you share in our long-term success.
• A collaborative, ambitious, and supportive team that values innovation, respect, and fun.
• We care about you as a whole person. You’ll have a healthy work/life balance and colleagues who respect it. We’ve mindfully put together a great benefits package that covers you and your family.

The Core Values that Define Our Culture

• We are customer-focused
• We put team over self
• We are pleasant and playful
• We are open to better ideas
• We move fast and fix things

What to Expect in the Interview Process

We anticipate a high volume of applicants for this role and are excited to grow our team. A human will review each application and get back to you as soon as possible. We appreciate your patience and look forward to connecting with you!

Interview Process

• Step 1: Chat with Nancy, our Talent Acquisition Manager
• Step 2: Meet Rohaan our Director of Customer Success
• Step 3: Present a case study to Rohaan, and Mat, our VP of Customer Success
• Step 4: Wrap up with Ben, our CEO

We believe our strength is built on diversity of thought, and encourage candidates from all backgrounds and experiences to apply. We value inclusiveness and are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We strive to create an inclusive and accessible hiring experience for all candidates. If you need any accommodations during the interview process, please let us know in your application. Our team is dedicated to providing the necessary support and making reasonable adjustments to ensure a smooth process for everyone.

Compensation

The base pay range for this role is CAD $65,000-$80,000 per year plus $10,000 variable compensation.

Final compensation will be set fairly and thoughtfully based on experience, expertise, and alignment with the role’s responsibilities. While all candidates are expected to bring directly relevant experience, the top of the range is typically reserved for individuals who demonstrate exceptional depth in the role’s core competencies, a strong track record of impact in similar environments, and the ability to operate with a high degree of autonomy from day one.

How We Use AI in Our Hiring Process

To ensure transparency, we want candidates to know that Blue J uses AI-enabled tools within our applicant tracking system to help organize applications and highlight profiles that match the key requirements for each role.

AI does not make hiring decisions.

Every application is reviewed by a member of our Talent team, and all decisions throughout the process are made by humans.

We use these tools to support efficiency and consistency, not to replace human judgment and we’re committed to a fair, thoughtful, and equitable experience for every candidate.