Customer Success Manager (CSM)

Alcumus; Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Comprehensive medical and dental coverage

LinkedIn Learning license for development

3 weeks vacation and wellness days

Job summary

A leading compliance services provider in the Greater Toronto Area seeks a passionate Customer Success Manager to manage key client portfolios. Responsibilities include developing strong relationships, acting as a trusted advisor, and optimizing customer experiences through strategic insights. The ideal candidate has 2–5 years of B2B customer relationship management experience and excellent communication skills. This role offers competitive compensation and a hybrid workplace policy emphasizing health and wellbeing.

Qualifications

• 2–5 years of proven experience in customer relationship management.
• Excellent communication skills to build relationships at various levels.
• Strong results orientation with solid analytical and problem-solving abilities.

Responsibilities

• Develop and maintain strong relationships with key clients.
• Act as a trusted advisor to clients, providing strategic insights.
• Monitor industry trends and proactively anticipate client needs.
• Manage account health by resolving issues and optimizing client experience.
• Ensure thorough record-keeping in the CRM.
• Collaborate with other teams to resolve escalations.
• Lead customer onboarding and training sessions.

Skills

Customer relationship management

Analytical skills

Problem-solving

Communication skills

Industry compliance knowledge

Job description

Job Overview

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

We want to create a better working world by building a global network of responsible buyers and suppliers. Alcumus SafeContractor takes the pain out of compliance for over 50,000 organisations worldwide, 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. You will act as the primary point of contact for our customers, ensuring their success through personalized support, proactive account management, and optimized use of our products and services.

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 maximise 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 organisational 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 and Compensation

Compensation range: $70k – $80k CAD annually, based on experience, skills, and qualifications.

Hybrid workplace policy – flexible work arrangements to support your best performance.

Personal health and wellbeing: integrated mental health support, 3 weeks vacation (starting), wellness days & annual giving day, comprehensive medical and dental coverage.

Future planning: LinkedIn Learning licence for upskilling & development.

Hiring Process

• A response to your application within 15 working days.
• First stage: initial discovery call with the recruiter.
• Second stage: interview via Microsoft Teams.
• Final stage: additional interview with stakeholders you’ll work closely with.

We’re keen to ensure our hiring process allows you to be at your best; please let us know if any adjustments are needed.

Equal Opportunity Employment

Alcumus is proudly an equal‑opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity or 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.

Use of AI in Hiring

We do not use AI in the hiring process.