Senior Customer Success Manager

Introhive; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading AI-powered Relationship Intelligence platform is seeking a Customer Success Manager to guide clients through their post-sales journey. This role requires 5-10 years of experience in customer success or account management, exceptional communication skills, and a strong ability to build relationships. You'll drive product adoption, resolve escalations, and ensure high retention rates. Opportunities for growth and collaboration await in this dynamic environment.

Qualifications

• 5-10 years of experience in Customer Success, Account Management, or a related customer-facing role in SaaS or technology.
• Proven success driving renewals, account growth, and customer satisfaction.
• Exceptional communication skills to translate complex ideas into clear guidance.

Responsibilities

• Partner with customers to define success plans and key objectives.
• Build and maintain strong relationships with stakeholders.
• Monitor account health and proactively address risks.

Skills

Customer Success

Account Management

Communication Skills

Relationship Building

Data Analysis

Tech-Savvy

Education

Bachelor's degree in Business Administration

Job description

Job Description

Job Description

Salary : About Introhive

Introhive is an AI-powered Relationship Intelligence platform that helps firms overcome data silos and unlock actionable relationship insights that drive collaboration and growth.

Weve grown a lot since we began our journey in 2012, but our core mission remains the same To revolutionize the way companies manage, nurture, and leverage their relationships to unlock value, drive growth, and delight customers.

Introhive is the fastest growing B2B relationship intelligence platform, recognized as a category leader in sales intelligence and data quality management software by G2 Crowd, a top 10 fastest growing technology company in Deloittes Fast 50Awards three years in a row, and the MarTech 2020 Breakthrough Award winner for Best CRM Innovation.

Trusted by industry-leading brands such as KPMG, Freshfields, CBRE, and Deloitte, Introhive supports over 250,000 users in 90+ countries.

Job Summary

As a Customer Success Manager (CSM), youll be a trusted advisor and strategic partner to our customers, guiding them throughout their post-sales journey. Your mission is to ensure they achieve maximum value from our solutions by driving adoption, strengthening relationships, and helping them reach their business goals.

What You'll Do

• Partner with customers to define success plans, key objectives, and measurable outcomes.
• Build and maintain strong relationships with stakeholders at all levels, acting as a strategic consultant and advocate.
• Monitor account health, analyze usage trends, and proactively address risks to ensure long-term satisfaction and retention.
• Drive product adoption by helping customers unlock the full potential of our platform.
• Resolve escalations quickly and effectively by collaborating across internal teams.
• Lead renewal conversations while identifying opportunities for upselling and cross-selling aligned with customer needs.
• Collaborate with Sales, Product, Marketing, and other teams to deliver seamless customer experiences.
• Represent the customers voice internally, sharing insights that shape product development and company strategy.
• Nurture customers into advocates who are eager to share their success stories.

What We're Looking For

• 510 years of experience in Customer Success, Account Management, or a related customer-facing role in SaaS or technology.
• Proven success driving renewals, account growth, and customer satisfaction.
• Exceptional communication skillsable to translate complex ideas into clear, actionable guidance.
• Strong relationship-building ability with a wide range of customers, from SMBs to large enterprises.
• Data-driven and detail-oriented, comfortable with reporting and analysis.
• Tech-savvy and quick to learn new platforms (experience with CRMs or customer success tools a plus).
• Adaptable multitasker who thrives in a fast-paced, dynamic environment.
• Bachelors degree in Business Administration or equivalent experience.

Success Looks Like

• Customers consistently adopt and expand usage of our solutions.
• High retention and renewal rates driven by proactive engagement.
• Strong customer advocacy demonstrated through referrals, case studies, and testimonials.
• Internal teams benefit from customer insights that inform product innovation.
• Youre recognized by customers as a trusted partner who adds measurable value to their business.

Why Introhive?

At Introhive, we believe people do their best work when they feel trusted, empowered, and supported. Thats why we value outcomes over hours, curiosity over perfection, and collaboration over ego. You'll have room to grow, tools to succeed, and a team thats got your back.