Customer Success Manager (CSM)

Visitt; Toronto; On-site; CAD 75,000 - 110,000; Full time

Job summary

Visitt is seeking a Customer Success Manager to own the post-sale relationship from onboarding through retention. You will ensure customers realize measurable value and remain engaged as their environment scales.

You will guide enterprise operators through onboarding, product adoption, and long-term success, driving renewals and expansions while partnering with Product, Sales and Support to maximize customer outcomes.

Qualifications

• 5+ years in a Customer Success or Account Management role in a B2B SaaS company.
• Experience owning high-touch, long-term relationships with executive stakeholders.
• Strategic thinker with a customer-first mindset and strong communication skills.
• Able to analyze account performance and identify paths to growth or improvement.
• Highly organized and capable of managing multiple relationships in parallel.
• Bonus: experience with commercial real estate or operations teams.

Responsibilities

• Serve as the primary contact for enterprise customers.
• Own renewals and expansion: monitor health, build expansion opportunities, and collaborate with Sales on strategy.
• Lead onboarding handoffs and drive time-to-value for new accounts.
• Drive product adoption and usage through proactive outreach and guidance.
• Run regular business reviews and communicate roadmap updates.
• Collaborate with Product, Sales, and Support to advocate for customer needs.
• Maintain accurate customer records and feedback loops.

Skills

Customer Success

Account Management

SaaS

Strategic thinking

Communication

Relationship building

Job description

Visitt is a fast-growing B2B SaaS company on a mission to transform how Commercial Real Estate teams operate and serve their tenants. Our AI-driven building operations platform empowers property teams to deliver exceptional building experiences, improve operational efficiency, and increase tenant satisfaction - all while reducing costs and complexity.

As a Customer Success team, we sit at the heart of that mission - working hand-in-hand with customers to turn technology into real-world results. From onboarding to renewal, we partner with our clients to drive adoption, maximize value, and help them succeed at scale.

About the Role

We’re looking for a Customer Success Manager who is both strategic and hands-on. You’ll own the customer relationship post-sale - from onboarding through retention - and ensure customers derive measurable value from Visitt.

This role is ideal for someone with strong SaaS customer experience who thrives in a fast-paced environment and is comfortable guiding real estate operators through onboarding, product adoption, and long-term success.

Responsibilities

• Serve as the primary point of contact for our enterprise customers
• Be the face of Visitt in front of our customers - building trust, credibility, and strong working relationships at all levels
• Lead onboarding handoffs and ensure fast time-to-value for new accounts
• Drive ongoing product adoption and usage through proactive outreach and strategic guidance
• Engage with key customer stakeholders to understand business goals and align Visitt’s value to their success
• Own renewals and expansion: monitor account health, build expansion opportunities and work with Sales on deal strategy
• Monitor account health and identify risks and opportunities to improve retention and expansion
• Run regular business reviews and communicate product updates and roadmap alignment
• Collaborate with Product, Sales, and Support teams to advocate for customer needs and resolve issues
• Maintain accurate customer records, activity tracking, and feedback loops internally

Requirements

• 5+ years in a Customer Success or Account Management role in a B2B SaaS company
• Skilled at managing high-touch, long-term relationships with a mix of users and executive stakeholders
• Strategic thinker with a customer-first mindset and strong communication skills
• Comfortable analyzing account performance and identifying paths to growth or improvement
• Highly organized and able to manage multiple customer relationships in parallel
• Bonus: Experience working with commercial real estate or operations teams