CUSTOMER SUCCESS TEAM LEAD

In Demand Recruitment and Consulting Inc.; Toronto; Hybrid; CAD 85,000 - 110,000; Full time

Job summary

A global SaaS organization is seeking a Customer Success Team Lead in Toronto, ON. The ideal candidate will manage a portfolio of clients, mentor a team of Customer Success Managers, and drive customer engagement through proactive strategies. This hybrid role requires strong leadership and communication skills, along with a proven track record in B2B software customer success. Candidates with over 6 years of experience in SaaS will thrive in this fast-paced environment. Applications are encouraged to be sent as a MS Document to [e-mail].

Qualifications

• 6+ years in B2B software customer success, preferably in SaaS or AI-driven products.
• 2–3 years of experience managing Customer Success teams.
• Proven track record of delivering customer-focused solutions.

Responsibilities

• Manage your own customer portfolio, overseeing the full post-sale lifecycle.
• Lead, mentor and support a global team of Customer Success Managers.
• Develop growth and expansion strategies within your accounts.

Skills

Leadership qualities

Customer relationship management

Communication skills

Team collaboration

Problem-solving

Education

Bachelor's or Master's degree in a relevant field

Job description

IN DEMAND Recruitment & Consulting Inc. is currently looking to hire a CUSTOMER SUCCESS TEAM LEAD in Toronto, ON.

Join a high-growth global SaaS organization that’s redefining how enterprises deliver services through AI-driven automation. Recognized by industry leaders and trusted by thousands of organizations worldwide, we help IT and business teams streamline operations, improve digital experiences, and unlock meaningful efficiency gains.

We’re looking for a Customer Success Manager – Team Lead to guide and mentor a global team of Customer Success Managers (CSMs) while also owning a strategic portfolio of customers yourself. This role blends leadership, operational excellence, and hands‑on customer engagement.

Hybrid role – 4 days in office – Fridays are remote until 1pm (half day).

What You’ll Do:

• Manage your own customer portfolio, overseeing the full post‑sale lifecycle and fostering long‑term relationships.
• Develop growth and expansion strategies within your accounts.
• Clearly articulate product value and drive adoption across customer organizations.
• Support customer satisfaction, retention, and long‑term success through proactive engagement.

Leadership Responsibilities

• Lead, mentor, and support a global team of Customer Success Managers.
• Build a positive, collaborative team culture focused on innovation and continuous improvement.
• Identify opportunities for growth within your team’s customer portfolios.
• Partner closely with cross‑functional teams to share customer insights and influence product evolution.
• Monitor key issues, ensuring timely communication, escalation, and resolution both internally and externally.

What We Are Looking For:

Education & Experience

• 6+ years in B2B software customer success, preferably in SaaS or AI‑driven products.
• 2–3 years of experience managing and developing Customer Success teams.
• Proven track record of delivering customer‑focused solutions and achieving business objectives.
• Strong leadership qualities—proactive, accountable, thoughtful, and hands‑on.
• Experience working in fast‑paced, high‑growth technology environments.
• Bachelor’s or Master’s degree in a relevant field.
• Excellent communication, relationship‑building, and interpersonal skills.
• Solid understanding of SaaS models, metrics, and post‑sales operations.

Behavioral Skills

Empathetic, customer‑centric, and skilled at understanding both client and team needs.

Able to motivate others through clear communication, creativity, and a collaborative spirit.

Operates with strong ownership and accountability, ensuring high‑quality execution.

Thrives in fast‑paced environments and can prioritize effectively across multiple initiatives.

Qualified and interested applicants are encouraged to apply today in confidence by sending your resume as a MS Document to us at: [e-mail].

ONLY QUALIFIED CANDIDATES WILL BE CONTACTED