Customer Success & Support Manager

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

Job summary

A leading AI firm in Toronto is seeking a Customer Success & Operations Manager to own the entire customer experience for their Extension product. This role requires 3-7 years of experience in B2B SaaS, managing relationships with enterprise-level decision makers, and optimizing customer support processes. You will operate a >$1M ARR product line with autonomy and help reduce manual workloads using tools like Intercom and Stripe. This is a hybrid position with 2 days per week in the Toronto office.

Qualifications

• 3-7 years in B2B SaaS, ideally in Customer Success or RevOps.
• Experience with relationship management at large companies.
• Comfortable managing support, billing, and renewals end-to-end.

Responsibilities

• Own customer support across self-serve and enterprise users.
• Handle escalations, billing issues, and complex cases.
• Investigate usage, activity, and trends.

Skills

B2B SaaS experience

Relationship management with decision makers

Intercom experience

Billing and renewals management

Data-driven mindset

SQL or Snowflake experience

Tools

Intercom

Stripe

Job description

About the Company

We're an AI native company empowering anyone to automate the most mundane, soul-crushing workflows.

We've already 4x our revenue last year. Our goal is to 4x again in 2026.

We're backed by the investors behind OpenAI, Anthropic, Huggingface, and Notion, including Greylock, Coatue, and Lightspeed. The runway is long. The ambition is high. And the market is wide open.

About the Role

Location: Toronto, ON, Canada

Office: This is a hybrid role with 2 days per week in our Toronto office, a 10 min walk from Union Station.

Magical is hiring a Customer Success & Operations Manager to own the entire customer experience and commercial operation for our Extension product.

This role is the single business unit owner and IC (individual contributor) of:

• Customer support for the full user base

• Enterprise renewals and expansions

• Billing, entitlements, and usage investigations and implementations

Support volume is partially handled by Intercom, Fin AI agent, and our knowledge base. You will personally handle complex cases and continuously improve the system to reduce manual load.

This is not a traditional support or success role. You will operate a >$1M ARR product line with real autonomy.

What You’ll Own

Customer Support (All Users)

• Own customer support across self-serve and enterprise users

• Handle escalations, billing issues, and complex cases

• Optimize Fin, workflows, and help content to reduce ticket volume

Customer & Commercial Ownership

• Primary point of contact for enterprise customers and decision makers

• Manage seat changes, plan updates, renewals, and pricing conversations

• Own renewals within defined guardrails

Revenue Operations

• Investigate usage, activity, and trends

• Manage entitlements and plans

• Handle invoicing, proration, and renewals

• Coordinate with Finance as needed

Problem Solving & Decisions

• Independently investigate ambiguous issues

• Make judgment calls on discounts, grace periods, and seat changes

• Escalate only with a clear recommendation

What Success Looks Like

• Support volume is stable or declining due to your optimizations

• Enterprise customers love you as their primary owner

• You bring decisions—not questions

Who You Are

• 3-7 years in B2B SaaS (Customer Success, RevOps, CS Ops, or senior Support)

• Experience owning relationships with decision makers at large companies

• Comfortable owning support, billing, and renewals end-to-end

• Experience with Intercom, Stripe, and subscription systems

• Data-driven; SQL or Snowflake experience strongly preferred

• Confident, autonomous, and systems-oriented