Customer Success Manager

TitanFile Inc.; Toronto; On-site; CAD 60,000 - 90,000; Full time

Job summary

TitanFile Inc. is seeking a mid-level Customer Success Manager in Toronto to build and maintain strategic relationships with key customers, ensuring value realization and renewals.

The role focuses on proactive engagement, adoption metrics, and collaboration with Product teams to shape offerings. Ideal candidates have at least two years in SaaS customer success or account management, strong English communication, and a proactive, self-starting mindset in a fast-paced tech environment.

Qualifications

• University degree (bachelor)
• Minimum of 2 years in customer success, account management, or a related field in SaaS environments
• Fluent in English

Responsibilities

• Build and maintain relationships with key stakeholders within customer organizations to ensure their needs are met and they recognize the full value of TitanFile
• Protect and maintain revenue by ensuring high levels of customer satisfaction
• Proactively identify at–risk clients and devise strategies to mitigate churn
• Collaborate on renewals and take charge of the renewal process for specific accounts
• Conduct regular CS check–ins with clients and identify new opportunities for engagement
• Conduct Quarterly Business Reviews with key customer stakeholders and utilize TitanFile's adoption data to inform customers and enhance their understanding of the platform
• Keep customers informed on the product roadmap and newly released features
• Gather and relay customer feedback to the Product Management team to help shape future product enhancements
• Create opportunities for advocacy through video testimonials and case studies
• Build custom CS presentations and demonstrations based on client needs and present by phone, zoom, and/or in-person
• Serve as the primary point of contact for aligning internal TitanFile teams and resources with key customer and prospect stakeholders
• Track customer adoption metrics and renewal timelines

Skills

Customer success

Account management

SaaS

Fluent English

Education

Bachelor's degree

Tools

Microsoft Word

PowerPoint

Excel

Salesforce

Job description

Customer Success Manager

Location: Toronto, ON, Canada Type: Full-Time Experience: Mid Level

Who We Are

TitanFile is an award-winning solution enabling secure, efficient exchange of confidential files. As the easiest, most secure file sharing service available, we’re transforming how businesses interact with their clients, pushing the boundaries of productivity, security, and compliance. Our mission is to set the standard for secure client communication and collaboration. At TitanFile, talented individuals thrive in an environment that removes barriers to innovation. We seek out innovative minds and offer them the freedom to make significant impacts.

Who You Are

You have the confidence to deliver an exceptional client experience. We will give you the power to do it! You have experience working in a customer-facing role, you’re proactive, a great listener, and eager to drive customer success. You are a self-starter, a great listener, and you’re willing to put in the work to figure things out. You thrive in a role where your efforts are to partner with customers and help them achieve value with software directly contributing to company growth. You are enthusiastic about technology and eager to build a career in customer success within the tech industry.

Your Day to Day

• Build and maintain relationships with key stakeholders within customer organizations to ensure their needs are met and they recognize the full value of TitanFile
• Protect and maintain revenue by ensuring high levels of customer satisfaction
• Proactively identify at–risk clients and devise strategies to mitigate churn
• Collaborate on renewals and take charge of the renewal process for specific accounts.
• Conduct regular CS check–ins with clients, digging deeper on needs and identifying new opportunities for engagement
• Conduct Quarterly Business Reviews with key customer stakeholders and utilize TitanFile's adoption data to inform customers and enhance their understanding of the platform.
• Keep customers informed on the product roadmap and exciting newly released features
• Gather and relay customer feedback to the Product Management team to help shape future product enhancements
• Creating opportunities for advocacy through video testimonials and case studies
• Build custom CS presentations and demonstrations based on client needs, and present by phone, zoom, and/or in-person
• Serve as the primary point of contact for aligning internal TitanFile teams and resources with key customer and prospect stakeholders
• Track customer adoption metrics and renewal timelines

Basic Qualifications

• University degree (bachelor)
• Minimum of 2 years in customer success, account management, or a related field in SaaS environments
• Fluent in English

What We Are Looking For

• Self-starter with the ability to learn and ramp quickly, and highly determined to figure things out as you go
• Execution-oriented with a passion to work in a fast-paced startup environment
• A proven track record in managing customer accounts effectively
• Excellent communication skills, with the ability to engage at all organizational levels
• Strong organizational skills, with the ability to manage multiple accounts and balance competing priorities.
• Passion for technology and a strong desire to actively contribute to a team.
• Strong computer skills, including Microsoft Word, PowerPoint, Excel, and Salesforce
• Excellent verbal and written communications skills to be able to interact effectively at all levels of an organization including with Office Managers, IT Directors, and C-level executives
• Strong business acumen and polished and professional CS presentation skills

Why Join Us?

Our team is made up of high-performing professionals and we work towards solving two of the biggest challenges in the digital age: communication and privacy. We provide opportunities to build a career and grow professionally; there is no limit to what you can accomplish here! We want you to have a good work-life balance, so we offer flexible work hours. We provide an industry-leading benefits package, competitive base pay plus commission compensation, and tailored career growth. Does this sound like the perfect opportunity for you?

TitanFile is an equal opportunity employer. Please reach out to [e-mail] for accommodations in the hiring process.