Customer Success Manager

Bloom Equity Partners; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading B2B SaaS company is seeking a Customer Success Manager to ensure clients maximize value from their solutions. This remote role involves onboarding and managing relationships, driving customer satisfaction, and identifying account growth opportunities. Ideal candidates have over 5 years of experience in Customer Success in a SaaS environment, with strong relationship management and problem-solving skills.

Qualifications

• 5+ years of proven experience in Customer Success or Account Management in a B2B SaaS environment.
• Exceptional verbal, written, and presentation skills.
• Strong analytical and troubleshooting skills.

Responsibilities

• Guide new customers through successful onboarding and product adoption.
• Build strong, long-term relationships with client stakeholders.
• Understand client business objectives to ensure value delivery.
• Identify upsell and cross-sell opportunities in partnership with Sales.
• Proactively manage risk to drive customer retention and renewals.
• Champion the voice of the customer internally.

Skills

SaaS Customer Success

Communication skills

Strategic Thinking

Problem-Solving

Technical Aptitude

Job description

Location: Remote

Department: Customer Success

Reports to: Director, Customer Operations

About Us

Soutron Global is a B2B SaaS company transforming how archives, libraries, cultural institutions, and corporate enterprises manage information, objects, and digital collections—at the very heart of their organizations. We serve organizations across multiple industry sectors worldwide, helping them preserve history, unlock knowledge, and deliver impact.

Role Overview

As a Customer Success Manager, you will play a pivotal role in ensuring our clients realize maximum value from our SaaS solutions. You will act as a trusted advisor, guiding customers through onboarding, adoption, and renewal, while proactively identifying opportunities to drive customer satisfaction, product utilization, and account expansion. This role requires a blend of relationship management, problem-solving, and strategic thinking, with a focus on helping clients achieve their business goals through our platform.

This is a remote role, offering you the autonomy to manage client relationships while collaborating closely with our global Customer Success, Sales, and Product teams.

Key Responsibilities

• Onboarding & Implementation: Guide new customers through successful onboarding and product adoption, ensuring a smooth handoff from Sales
• Customer Relationship Management: Build strong, long-term relationships with client stakeholders, acting as their primary point of contact and advocate
• Value Realization: Understand client business objectives and ensure our platform delivers measurable value aligned with their goals
• Account Growth: Partner with Sales to identify upsell and cross-sell opportunities, contributing to revenue growth through customer expansion
• Retention & Renewals: Drive high customer retention by proactively managing risk, addressing concerns, and ensuring timely renewals
• Customer Advocacy: Champion the voice of the customer internally, providing feedback to Product and Operations teams to shape roadmap priorities
• Enablement & Best Practices: Deliver product training, webinars, and resources to empower clients to fully leverage our SaaS solutions
• Metrics & Reporting: Monitor customer health, usage data, and success metrics; maintain accurate records in CRM and success platforms
  
  

Required Experience & Skills

• SaaS Customer Success: 5+ years of proven experience in Customer Success, Account Management, or related client-facing roles in a B2B SaaS environment
• Relationship & Communication: Exceptional verbal, written, and presentation skills; ability to influence and build trust with executive and operational stakeholders
• Strategic Thinking: Experience in driving business outcomes for customers by aligning technology solutions with organizational goals
• Problem-Solving: Strong analytical and troubleshooting skills with a proactive, solution-oriented mindset
• Technical Aptitude: Comfortable engaging with SaaS platforms, CRM systems, and customer success tools
• Remote Work: Ability to work effectively and independently in a distributed, global team environment
  
  

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