Customer Success Manager (Canada)

Colossyan; Toronto; Hybrid; CAD 80,000 - 120,000; Full time

Job summary

A leading AI technology firm is seeking a Customer Success Manager in Toronto to foster relationships with Canadian customers. This role involves guiding customers through implementation and maximizing their use of the platform. Successful candidates will have excellent communication skills, problem-solving abilities, and experience in project management. The base salary ranges from $80,000 to $120,000, reflecting varying expertise levels.

Qualifications

• Proven ability to manage customer relationships and build long-term trust.
• Track record of solving complex problems with structured thinking.
• Experience leading customer meetings and communicating clearly.
• Ability to handle multiple projects while aligning timelines.
• Experience in strategic planning and connecting work to customer goals.

Responsibilities

• Develop and maintain relationships with customer stakeholders.
• Guide customers through implementation and ensure their success.
• Support customers in maximizing the platform's value.
• Identify renewal and upsell opportunities early.
• Translate customer needs into actionable insights.

Skills

Customer relationship management

Problem-solving

Communication

Project management

Empathy

Presentation skills

Tools

Intercom

Slack

Looker

Looker

Job description

Overview

Come join our Customer Success team! High velocity, high intensity, high trust, high bar, high impact, and a will to win. We are seeking a Customer Success Manager (Canada) who leads with humility, pursues audacious goals, and is motivated by meaningful impact on people and the world. At FutureFit AI, our core mission is to help more people get to better jobs faster and cheaper, with a focus on those facing barriers to opportunity. Our AI-powered platform brings efficiency and insight to workforce development, replacing outdated systems and unlocking human potential at scale. Ready to make an impact? Apply today.

Important note: Data shows that men typically apply when meeting 3/10 requirements, while women often wait until it’s 10/10. We encourage you to apply if you see a strong (not necessarily perfect) fit.

Your Role

We’re seeking a Customer Success Manager (Canada) to join our team and take charge of a portfolio of Canadian customers. You’ll be the driving force behind their success on our platform, building lasting partnerships that fuel retention, growth, and expansion.

What You’ll Own

• Build Relationships: Develop and maintain strong ties with customer stakeholders. Act as their main point of contact and build trust through timely, proactive communication.
• Support Customers: Lead customers through implementation and ongoing success. Coordinate with teammates across Customer Success, Growth, Product, and Engineering to deliver results.
• Drive Adoption: Guide customers on how to get the most from the platform, whether that’s upskilling job seekers, improving staff capacity, or solving talent shortages.
• Grow Product Expertise: Stay current on new features and updates. Share best practices, host feedback calls, and help customers tailor the platform to their needs.
• Renewals and Growth: Identify renewal and upsell opportunities early. Partner with Sales to expand accounts and drive long-term value.
• Voice of the Customer: Translate customer needs into insights that shape our roadmap. Ensure feedback is not just heard but acted on across the company.

Required Experience

• Proven ability to manage customer relationships and build long-term trust with key stakeholders.
• Track record of solving complex problems with structured thinking and a focus on outcomes.
• Experience leading customer meetings and communicating clearly with executives, staff, and technical teams.
• Background in managing multiple projects at once, keeping timelines, deliverables, and stakeholders aligned.
• Exposure to strategic planning, connecting daily work to broader customer and business goals.
• Experience handling sensitive conversations in a way that balances empathy with accountability.
• Ability to create effective presentations that simplify complex ideas for a range of audiences.

Bonus Points

• Comfort interpreting data and metrics to surface insights that inform adoption, renewals, and product feedback.
• The ideal candidate will have at least one of the following: Consulting experience; Utility player at a technology and/or impact start-up of under 100 team members; Workforce development experience; Customer success or sales experience.

Tools We Use

• Product Comms: Intercom
• Internal Comms: Slack, Canny, Clarify, Miro
• Design: Lovable, Figma, Canva
• Analytics: Heap, Looker

Your Education

Your alma mater isn’t our focus. Your grit, hunger, and drive are. If you learn continuously, tackle challenges head-on, and know your strengths and gaps intimately—you’re our person.

Location

This role is open to candidates living in Toronto, with 1-2 days a week in-office. Our office is located at 325 Front St West (near Union Station). The team currently comes in on Wednesdays.

Travel Expectations

Although this role is remote, you may be expected to travel up to once per quarter.

Compensation

The base salary range for this role is $80,000-$120,000. This range reflects the varying levels of expertise and responsibilities that will be determined through the interview process, based on applied experience and other criteria established by the hiring committee.

Hiring Journey

Our hiring process is designed to help you assess whether this role and our culture are the right fit based on your skills, mindset, and experiences. We move fast and work with intensity, so you should get a real sense of that from the start. The journey may include:

• Online Application
• Initial Screen with Director of People & Culture
• Interview with Hiring Manager
• Performance Challenge
• Performance Challenge presented to Panel
• Final 1:1 Interviews
• Final Decision

Generally, this entire process takes around 6 weeks, though timing can vary by candidate circumstances.

Company Snapshot

• Team: 30-50 across US and Canada (hubs in NYC and Toronto)
• Customers: Workforce development agencies and intermediaries, government agencies, employers
• Industry: SaaS/AI technology
• Funding: Bootstrapped 0-1, then raised funding led by JP Morgan
• Structure: Growth, Customer Success, Product, Engineering, Data, People & Culture, Finance & Operations

Our Core Principles

• Be Curious
• Drive to Outcomes
• Raise the Bar
• Speed Matters
• Own It
• We Over Me

Use of AI in Hiring

FutureFit uses AI tools to support hiring decisions in a transparent, humane way. AI may assist with screening, notetaking, and providing data points to inform decisions. Final hiring decisions are made by people.

Accessibility

We provide reasonable accommodations to participate in the job application or interview process. Please contact us to request an accommodation.

Equality Statement

© FutureFit AI All rights reserved. We are an equal opportunity workplace and celebrate diversity. We do not discriminate on race, religion, color, gender identity, sexual orientation, age, disability, veteran status, or other legally protected characteristics. We encourage people of different backgrounds and perspectives to apply.