Remote Canada: Strategic SaaS Customer Success Manager

Kenyan Edu; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

Abnormal AI is seeking a Customer Success Manager for Canada (Toronto) to drive onboarding, platform adoption, and ongoing value delivery. You will build strategic relationships, conduct regular business reviews, and align stakeholders on success metrics to maximize retention and expansion.

You will collaborate with Product, Engineering, Support, and Sales to resolve issues, monitor health, and communicate ROI while shaping success plans that mitigate risks and foster long-term growth.

Qualifications

• Minimum 5+ years in enterprise SaaS, with 3+ years in customer success or related roles.
• Experience managing large customer portfolios and executive relationships.
• Strong communication and presentation skills; able to handle strategic and technical conversations.

Responsibilities

• Serve as main point of contact for assigned customers and guide platform adoption and success planning.
• Deliver regular business reviews (QBRs/EBRs) and communicate ROI to support retention and expansion.
• Understand customer industries, goals, and challenges to provide tailored recommendations.
• Promote awareness and usage of platform features and provide ongoing education.
• Monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales to resolve issues.
• Maintain knowledge of product roadmap and communicate updates to customers.
• Coordinate with internal teams to develop and execute customer success plans addressing risks.

Skills

Enterprise SaaS

Customer Success

Executive relationships

Communication

Problem solving

Team collaboration

Education

Bachelor's degree in CS or related field

Tools

Salesforce

Jira

Job description

Abnormal AI is seeking a Customer Success Manager for Canada (Toronto) to drive onboarding, platform adoption, and ongoing value delivery. You will build strategic relationships, conduct regular business reviews, and align stakeholders on success metrics to maximize retention and expansion.

You will collaborate with Product, Engineering, Support, and Sales to resolve issues, monitor health, and communicate ROI while shaping success plans that mitigate risks and foster long-term growth.