Customer Success Team Leader

TorontoJobs.ca Recruitment Division; Toronto; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

A global SaaS company in Toronto is seeking a Customer Success Team Leader to guide a team of Customer Success Managers and manage key customer accounts. The ideal candidate has over 6 years of experience in B2B software customer success, particularly in SaaS or AI-driven products. Responsibilities include leading a team, developing customer strategies, and ensuring satisfaction. Strong leadership and communication skills are essential. This role requires working in a fast-paced environment with a mix of in-office and remote work.

Qualifications

• 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.

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

Empathy

Customer-centric mindset

Leadership

Communication

Creativity

Accountability

Relationship-building

Education

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

Job description

Location – Downtown Toronto, 4 days in office and Friday remote half day, until 1pm.

We are a fast‑growing global SaaS company delivering advanced IT and AI‑driven solutions used by thousands of organizations worldwide. Our platform supports millions of end‑users daily, and we are committed to redefining the customer experience through innovation, automation, and modern service management practices.

As a Customer Success Team Leader, you will 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.

Who You Are

• You’re empathetic, customer‑centric, and skilled at understanding both client and team needs.
• You motivate others through clear communication, creativity, and a collaborative spirit.
• You operate with strong ownership and accountability, ensuring high‑quality execution.
• You thrive in fast‑paced environments and can prioritize effectively across multiple initiatives.

Your Responsibilities

Player–Coach Responsibilities

• 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.

Job Requirements

• 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.

Company Info

TorontoJobs.ca Recruitment Division, 6645 Kitimat Road, Unit 27, Mississauga, ON, Canada
Phone: 905‑812‑5627
www.TorontoJobs.ca