Senior Customer Success Manager

Blue J; Toronto; Hybrid; CAD 100,000 - 125,000; Full time

Job summary

A leading generative AI company based in Toronto is seeking a Senior Customer Success Manager to manage customer portfolios and ensure retention and growth. The ideal candidate has over four years of experience in customer-facing roles and excelled in a fast-paced environment. This role offers a base salary starting at $100K CAD, flexible work options, and a comprehensive benefits package, all aimed at supporting your work-life balance.

Benefits

Stock options

Competitive base salary

Flexible work arrangement

Comprehensive benefits package

Qualifications

• 4 plus years of experience in Customer Success or Account Management.
• Experience managing mid-market or larger-scale customer portfolios.
• Strong project management skills; ability to drive implementation.

Responsibilities

• Manage a mid-market book of business.
• Become a trusted advisor to customers and maintain strong relationships.
• Achieve revenue and retention goals through proactive engagement.

Skills

Customer Success management

Account Management

Project Management

Presentation skills

Communication skills

Job description

We offer a competitive base salary starting at $100K CAD and above, depending on experience. This role also includes variable compensation tied to individual performance and equity.

About Blue J

Blue J is the leading solution in generative AI for tax experts. We’re a B2B SaaS company whose customers are accountants and lawyers, and our AI-tax research software is the best in the market.

We are racing ahead with an exciting product development roadmap to continue to delight our customers and to ensure that our users can generate the very best possible tax research answers in the service of their clients in record time.

Since launching our flagship Generative AI product, we have exceeded our revenue targets quarter over quarter. We’ve just announced our Series C funding and are looking for a Senior Customer Success Manager to help us scale our CS processes, deliver exceptional client experiences, and drive customer growth.

A Note on Location

This is a hybrid role based in Toronto, with the preference for being on-site 3 days per week. All candidates must be eligible to work in Canada.

We’re intentional about in-person collaboration, not because we have to be, but because we believe there’s real value in it. Whether it’s spontaneous whiteboard sessions, monthly team gatherings, or company-wide socials, we’re building a culture where connection is energizing and showing up in person feels like something you want to do, not something you’re obligated to do.

The Opportunity

We’re looking for an experienced, proactive, and customer-focused Senior Customer Success Manager to support our rapid growth at Blue J.

This role is responsible for managing a portfolio of mid-sized clients within a high-volume book of business. The ideal candidate has over four years of experience in a customer-facing capacity, preferably with exposure to clients at the mid-market level.

You understand how helping customers meet their usage goals directly supports customer success, retention, and expansion. You’re highly organized, skilled at building trust, and comfortable operating independently while collaborating across teams. You also thrive in a fast-paced, growth-oriented environment where you can have a real impact.

What You’ll be Doing

• Managing a mid-market book of business
• Becoming a trusted advisor to customers and maintaining strong relationships
• Achieving revenue and retention goals through proactive engagement
• Leading customer onboarding and implementation activities
• Establishing and tracking customer goals, and demonstrating ROI
• Identifying expansion opportunities in partnership with the Sales team
• Acting as the voice of the customer internally and sharing feedback with Product
• Delivering product training and ensuring value realization
• Maintaining consistent communication cadences with accounts
• Proactively identifying and mitigating churn risk
• Supporting high-priority accounts with strategic insight and guidance

What You Offer Blue J

4 plus years of experience in Customer Success or Account Management

Experience managing mid-market or larger-scale customer portfolios

Strong project management skills; ability to drive implementation

Exceptional presentation, written, and verbal communication

Ability to manage multiple priorities and high-volume portfolios independently

A growth mindset and experience in startup or scale-up environments is a plus

Strong understanding of SaaS and customer lifecycle management is a plus

What We Offer You

An incredible opportunity to be an early team member at a rapidly growing company . We’re building a revolutionary tool from the ground up, and you will have a meaningful role in shaping the team that builds it.

We are flexible! Most of the time, you’ll be able to work remotely if you prefer. We have an office in downtown Toronto that we'll ask you to come into a few times a month, but outside of that, where you work is up to you!

We’re well-funded and offer competitive base salaries and stock options . You’ll play a crucial role in our growth, and it’s important to us that you share in our long-term success.

We care about you as a whole person. You’ll have a healthy work / life balance and colleagues who respect it. We’ve mindfully put together a great benefits package that covers you and your family.

We’ve got an amazing team . We’re mission-driven and motivated by success , but we’re friendly , we’re collaborative , and we care about each other.

We’ve got all the start-up perks you’d expect, and are intentionally building a culture where you can pickleball if you want, feel safe to be yourself at work, and watch your career grow because your team has invested in you.

The Core Values that Define Our Culture

We are customer-focused

We put the team interest before self-interest

We are pleasant and playful

We are open to better ideas

We deliver on our promises

We solve the toughest problems

What to Expect in the Interview Process

We anticipate a high volume of applicants for this role and are excited to grow our team. A human will review each application and get back to you as soon as possible. We appreciate your patience and look forward to connecting with you!

Interview Process

Step 1 : Chat with Lavita, our Talent Acquisition Manager

Step 2 : Meet Mat, our VP of Customer Success and Rohaan, a Senior Customer Success Manager on the team

Step 3 : Present a case study to Mat and Sean, our Chief Revenue Officer

Step 4 : Wrap up with Ben, our CEO

We believe our strength is built on diversity of thought, and encourage candidates from all backgrounds and experiences to apply. We value inclusiveness and are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We strive to create an inclusive and accessible hiring experience for all candidates. If you need any accommodations during the interview process, please let us know in your application. Our team is dedicated to providing the necessary support and making reasonable adjustments to ensure a smooth process for everyone.

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