Customer Success Manager

SPS Commerce; Toronto; Hybrid; CAD 65,000 - 98,000; Full time

Job summary

SPS Commerce is hiring a Customer Success Manager in Toronto to lead a growing portfolio of 200+ CPG brands and implement scalable, AI-assisted customer success processes. You will focus on strategic account initiatives, retention, and cross-sell opportunities in a hybrid work setting.

Ideal candidates bring 1–2 years in customer-facing roles, SaaS familiarity, and strong communication skills to analyze KPIs and drive value for clients.

Qualifications

• 1-2 years of relevant customer-facing experience in Sales, Support, or Account Management.
• Familiarity with SaaS business models or experience supporting SaaS customers.
• Strong written and verbal communication with ability to explain concepts clearly.

Responsibilities

• Manage and expand a portfolio of 200+ CPG brands with scalable CS processes.
• Execute standardized onboarding and success planning.
• Monitor account health metrics and identify at-risk customers for escalation.
• Implement adoption campaigns to drive product utilization and engagement.
• Contribute to GTM strategy by capturing segment needs and recommending improvements.
• Track key CS metrics like satisfaction, renewals, adoption, and expansion.

Skills

Customer facing

SaaS experience

CRM systems

Data analysis

Communication skills

Organization

Learning mindset

Education

High school diploma

Bachelor's degree preferred

Tools

CRM systems

Spreadsheets

AI tools

Job description

Description

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain!

Description

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain!

Description

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain!

Position Summary

Position Summary: We are seeking a Customer Success Manager to join our Customer Success Team and play a key role in managing and expanding the Emerging Market. In this role, you will manage a growing portfolio of 200+ CPG brands and drive scalable success processes that deliver consistent value. You will leverage modern tools including Claude AI to streamline communications, monitor KPIs, and manage operational tasks efficiently, allowing you to focus on strategic account initiatives and customer retention. This position is critical to establishing repeatable, high-impact CS operations as we expand this segment.

Key Responsibilities

• Manage a portfolio of 200+ CPG brand accounts (net ships up to $2M), ensuring consistent engagement and positive outcomes through scalable, technology-enabled processes.
• Execute standardized onboarding and success planning processes.
• Monitor account health metrics and adoption indicators to identify at-risk customers and flag escalation needs.
• Implement adoption campaigns and targeted recommendations to drive product utilization and expand customer engagement.
• Contribute to Go-To-Market strategy by gathering customer insights, documenting segment-specific needs, and recommending process improvements for GTM expansion.
• Track and report on key CS metrics including customer satisfaction, renewal status, adoption rates, and expansion opportunities.

Required Qualifications

• High school diploma or equivalent; Bachelor's degree preferred.
• 1-2 years of relevant experience in customer-facing roles (Sales, Support, Account Management, or similar), or relevant internship/project experience.
• Familiarity with SaaS business models or experience supporting SaaS customers.
• Strong written and verbal communication skills with ability to explain concepts clearly to diverse audiences.
• Proficiency with CRM systems, spreadsheets, and experience with AI tools (or eagerness to learn).
• Comfortable with data analysis and tracking metrics; able to interpret trends and report findings.
• Organized, detail-oriented approach to managing multiple tasks and deadlines in a fast-paced environment.
• Willingness to learn SPS Commerce products, the supply chain industry, and the CPG business landscape.

Location

This role follows a hybrid work model, with regular in-office presence required at our Toronto office.

What We Offer

At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The compensation range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more. SPS provides the annualized compensation range inclusive of base salary and annualized commission target for this role.

The total annualized on-target compensation range for this position is $65,400 - $98,100 CAD. Actual compensation will be determined based on the factors listed above and may fall anywhere within the range.

SPS Commerce offers a comprehensive benefits package designed to support employees’ health, well-being, and financial security. Benefits are country-specific and aligned with local laws and market practices.

Commitment To Our Employees

At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact.

We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.