Customer Success Manager (CSM)

Veriforce Canada; Toronto; Hybrid; CAD 75,000 - 90,000; Full time

Benefits offered by this job

Hybrid workplace policy

Integrated mental health & wellbeing support

Starting at 3 weeks vacation

Comprehensive medical and dental coverage

Job summary

Veriforce Canada is seeking a passionate Customer Success Manager to manage and grow a portfolio of key clients in the Greater Toronto Area.

The ideal candidate will have 2–5 years of B2B customer relationship management experience, ensuring client satisfaction and retention while also collaborating closely with internal teams. This hybrid role offers a salary range of $75,000 to $90,000 CAD annually, along with comprehensive benefits.

Qualifications

• 2–5 years of experience in customer relationship management or customer service in a B2B environment.
• Ability to build long-term relationships with clients.
• Good understanding of compliance, supplier management, or health & safety issues.

Responsibilities

• Manage and grow a portfolio of key clients.
• Develop strong, long-lasting client relationships.
• Monitor industry trends and recommend tailored solutions.
• Conduct training sessions and lead customer onboarding.

Skills

Customer relationship management

Communication

Analytical skills

Problem-solving

Job description

Veriforce takes the pain out of compliance for over 50,000 organisations globally, helping them protect their people, their operations, and the planet. We support our network of hiring clients, suppliers, and contractors by keeping them compliant with the standards that matter most, from health and safety and sustainability to ethical behaviour.

We are seeking a passionate and results‑driven Customer Success Manager to manage and grow a portfolio of key clients.

Department: Sales | Location: Greater Toronto Area, Canada | Compensation: $75,000 - $90,000/year

Responsibilities

• Develop and maintain strong, long‑lasting relationships with a portfolio of key clients, ensuring satisfaction, loyalty, and account retention.
• Act as a trusted advisor to clients, providing strategic insights to guide business decisions, product development, and service improvements.
• Monitor industry trends, competitor activity, and market changes to proactively anticipate client needs and recommend tailored solutions.
• Proactively manage account health by assessing satisfaction, resolving issues quickly, and optimizing the overall customer experience.
• Serve as the primary point of contact for assigned accounts, maintaining regular and responsive communication via email, phone, and virtual meetings.
• Ensure accurate and thorough record‑keeping in the CRM to support reliable reporting and transparent customer interactions.
• Collaborate closely with Sales, Product, and Technical teams to resolve escalations and deliver seamless customer support.
• Lead customer onboarding, conduct training sessions, and create resources to help clients maximize the value of our products and services.
• Identify and leverage upsell and cross‑sell opportunities to drive account growth and revenue.
• Prepare and present clear reports on account status, product usage, and actionable recommendations for clients and internal stakeholders.
• Manage escalations efficiently in line with company SLAs, maintaining client trust and satisfaction.

Qualifications

• 2–5 years of proven experience in customer relationship management or customer service in a B2B environment.
• Excellent communication skills and the ability to build long‑term relationships with clients at various organizational levels.
• Strong results orientation with solid analytical and problem‑solving abilities.
• Good understanding of compliance, supplier management, or health & safety issues (an asset).
• Knowledge or experience with similar platforms (compliance, supplier management, GRC) is a plus.

Benefits

• Hybrid workplace policy
• Integrated mental health & wellbeing support
• Vacation – starting at 3 weeks
• Wellness Days & Annual Giving Day
• Comprehensive medical and dental coverage
• End of the year company‑wide shutdown
• LinkedIn Learning license for upskilling & development

Compensation: The expected salary range for this role is $75,000 – $90,000 CAD + Variable annually, based on experience, skills, and qualifications.

Role Context: This opportunity is a new role created to support our team’s continued growth and success.

Use of AI in Hiring: We do not use.

Veriforce is proudly an equal‑opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves.

How to apply: A response to your application will be provided within 15 working days. The interview process includes an initial discovery call with the recruiter, a first‑stage interview via Microsoft Teams, and additional interviews with stakeholders you’ll be working with closely in the role.