Senior Customer Success Manager

Katana MRP; Toronto; Remote; CAD 80,000 - 100,000; Full time

Job summary

A leading company is seeking a Senior Customer Success Manager to drive product adoption and customer retention across a portfolio of SMB manufacturing customers. This remote role requires strong relationship-building skills and a proactive approach to problem-solving. The ideal candidate will have 3-5 years of experience in a customer-facing B2B SaaS role and a passion for technology. Join a diverse global team committed to fostering innovation and inclusivity while enjoying competitive compensation and benefits.

Benefits

Employee Stock Option Program

20 business days of PTO + 3 paid health days

Sabbatical after four years

Birthday off

Home office stipend

Health Insurance

Best hardware and software

Qualifications

• 3–5 years of experience in Customer Success or Account Management.
• Proven track record managing high-volume SMB portfolios.
• Excellent communication and relationship-building skills.

Responsibilities

• Drive Customer Success at Scale for 100+ SMB manufacturing accounts.
• Deliver Strategic Account Management and lead Account Reviews.
• Collaborate with teams to share feedback and influence product roadmap.

Skills

Customer Success

Account Management

Communication

Problem Solving

Tools

HubSpot

Salesforce

Gainsight

Looker

Power BI

Job description

Senior Customer Success Manager

Remote | Global Team | Full-time

Who We Are

At Katana Cloud Inventory, we know our strength lies in the diversity of our team. We’re a remote-first company with 150+ talented people from 25+ nationalities across 15+ countries, working together to make inventory management seamless for modern businesses.

We believe in building software that connects businesses with their products and people – this connectivity is at the heart of everything we do.

Since 2017, we’ve been helping companies worldwide get a real-time view of their inventory and production workflows. From mom-and-pop shops to multi-million-dollar brands, our customers rely on us to unify their processes and tools with intuitive cloud-based inventory software that just works.

To date, we’ve raised over $51 million from VC firms and angel investors who, like us, believe the inventory software space needs more love. As we continue to grow rapidly, we remain committed to equitable opportunities, fostering belonging, and driving innovation in everything we do.

Who Are We Looking For?

We’re looking for a Senior Customer Success Manager who is customer obsessed and thrives in a cross-functional, highly collaborative environment that is rapidly evolving. In this role, you’ll play a key part in driving product adoption, customer retention, and revenue growth across a high-volume portfolio of SMB manufacturing customers.

We’re seeking someone with 3–5 years of experience in a customer-facing B2B SaaS role, who understands the unique needs and dynamics of small to mid-sized businesses.

You’ll be a great fit if you are a commercially minded relationship builder, a proactive problem-solver, take matters into your own hands, and someone who excels at translating customer goals into measurable outcomes. If you're excited about working at a scaling SaaS company where your contributions directly influence the success of modern manufacturing businesses, we’d love to meet you.

What You’ll Be Doing

As a Senior Customer Success Manager, you will:

• Drive Customer Success at Scale – Own a portfolio of 100+ SMB manufacturing accounts, focusing on product adoption, engagement, retention, and expansion opportunities.

• Deliver Strategic Account Management – Lead Account Reviews and align on business goals, showcase ROI, and proactively address risk to ensure retention and growth.

• [Be the Voice of the Customer – Collaborate with Product, Sales, and Marketing teams to share feedback, influence the roadmap, and champion customer needs internally.

• Ensure Operational Excellence – Maintain detailed CRM and success platform records while monitoring usage trends, health scores, and renewals to drive data-informed customer strategies.

What We’re Looking For

We’d love to hear from you if you bring a mix of strategic thinking, customer advocacy, and a passion for technology. Ideally, you have:

• 3–5 years of experience in Customer Success, Account Management, or Client Services within a B2B SaaS environment

• A proven track record managing high-volume SMB portfolios (100+ accounts) with a focus on retention and growth

• Demonstrated success in owning commercial relationships and driving account expansion through upsell and cross-sell initiatives

• Experience in or a strong interest in the manufacturing or industrial software industry

• Excellent communication, presentation, and relationship-building skills

• A data-informed approach with experience using success metrics to guide strategic decisions

• Proficiency with tools like HubSpot, Salesforce, Gainsight (or similar), and BI platforms such as Looker or Power BI

Why You’ll Love Katana

Global, Remote-first – We are a connected and borderless team, embracing a remote-first culture that enables us to collaborate across time zones. With Katanauts in 15+ countries, we celebrate our diverse perspectives, fostering innovation and inclusivity no matter where we work.

Fast-growing Scale-up – Join a high-impact company scaling globally.

Growth & Learning – We support continuous development with dedicated learning budgets for each team and company-wide growth opportunities, empowering you to expand your skills and advance your career.

Culture & Connection – Regular team events, virtual meetups, and offsites to foster community.

Mindset & Qualities That Thrive Here

Values-Driven – Your personal values align with Katana’s culture, embracing an open, inclusive, and collaborative way of working.
Collaborative – You thrive in a cross-functional and global environment, working closely with diverse perspectives to achieve shared goals.
Quick Learner – You seek opportunities to learn, embrace feedback as a tool for growth, and continuously improve. With a growth mindset and strong learning agility, you adapt quickly to new challenges and thrive in ever-evolving environments.
Agile & Resilient – You navigate change with confidence and curiosity, staying focused, flexible, and solution-oriented in an evolving landscape—maintaining momentum even in uncertain situations.

Salary & Benefits

Competitive Compensation

Employee Stock Option Program – We believe in sharing success, so everyone has the opportunity to be engaged and benefit from the fruits of our collective efforts.

️ Time Off – We believe in work-life balance and taking time to recharge. We offer 20 business days of PTO + 3 paid health days annually

Sabbatical; Time to Reset and Explore – After four years with Katana, we celebrate your dedication by offering a well-earned sabbatical. Whether you want to travel, focus on personal growth, or simply take an extended break to recharge, this is your time to step away, reflect, and return refreshed.

Reasons to Celebrate – Getting older is a serious thing, so it calls for some serious celebration! Therefore, we give you your birthday off as a gift.

Home Office – Being comfortable in your working space is essential, so we provide a home office stipend for you to ensure you have an environment to thrive in.

Health & Wellness – Health and Wellness are incredibly important to us, so we will have you set up with SunLife Insurance.

Tech & Tools – The best hardware and software to support your success.