Manager, Customer Success (Hybrid Remote)

Softchoice; Toronto; Hybrid; CAD 85,000 - 120,000; Full time

Job summary

A leading IT services provider based in Toronto is seeking a Customer Success Manager to lead a team, manage customer KPIs, and improve service delivery. Ideal candidates will have over 7 years of experience in direct customer-facing roles and demonstrated people leadership skills. This position offers competitive benefits and supports career development in a flexible work environment.

Benefits

Competitive benefits starting on day one

Award-winning workplace

Flexible workdays

Qualifications

• 7+ years of direct customer-facing expertise or Customer Success delivery experience.
• Demonstrable experience in people leadership, coaching, and development.
• Strong ability to communicate effectively with various audiences.

Responsibilities

• Coach, lead, and mentor a team of Customer Success Managers.
• Manage Customer Success KPIs to ensure successful execution.
• Collaborate cross-functionally to improve processes and service delivery.

Skills

Customer Success Management

People Leadership

Effective Communication

Agile Methodologies

Education

Bachelor’s degree

Tools

Excel

Power BI

SharePoint

Power Automate

Job description

Employer Industry: IT Solutions and Services

Why consider this job opportunity:
- Competitive benefits starting on day one
- Award-winning workplace recognized as a Great Place to Work for 20 consecutive years
- Flexible workdays that suit your best schedule
- Collaborative environment with a focus on support and innovation
- Opportunity for career development and advancement within the organization

What to Expect (Job Responsibilities):
- Coach, lead, and mentor a team of Customer Success Managers supporting workplace managed offerings
- Manage Customer Success KPIs to ensure successful execution of customer value and business outcomes
- Address escalations or risks to customer retention through hands-on coaching and engagement
- Collaborate cross-functionally to improve processes and service delivery
- Develop insights and actions through data-driven reporting and analytics

What is Required (Qualifications):
- Bachelor’s degree and/or equivalent experience
- 7+ years of direct customer-facing expertise or Customer Success delivery experience
- Demonstrable experience in people leadership, coaching, and development
- Experience with agile concepts, program management, and Microsoft licensing programs
- Strong ability to communicate effectively with various audiences and adapt presentations

How to Stand Out (Preferred Qualifications):
- Experience with business analysis, dashboarding, and reporting using Excel, SharePoint, Power BI, and/or Power Automate
- Experience leading cross-functional projects, including stakeholder identification and delivery of objectives

#ITServices #CustomerSuccess #CareerGrowth #FlexibleWork #InclusiveCulture

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