Senior Customer Success Manager

STAN

Toronto

On-site

CAD 95,000 - 125,000

Full time

41 hours ago

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Benefits offered by this job

Competitive salary

Comprehensive health, dental, and spec

Company Macbook

Free parking and shuttle service

Extra PTO during US holidays

Company events and in-office perks

Unlimited ping pong and espresso

Job summary

STAN AI, based in North York, Ontario, seeks a Senior Customer Success Manager to own the post-sales journey for strategic accounts. You will ensure customers view STAN as essential to their business success, acting as a liaison between customers and the product team and helping shape onboarding, adoption, and expansion strategies.

You will help build scalable processes, playbooks, and metrics to support rapid growth, while maintaining a high-performance culture focused on customer outcomes and

Qualifications

Experience in technical consulting/implementation and customer-facing roles.
Hands-on selling experience and delivering excellent customer service.
Knowledge of CRM software, project management, and CS platforms.
Experience scaling Account Management programs in a fast-paced startup.
Strong understanding of performance metrics.
Excellent communication, negotiation, and objection-handling skills.
Ability to deliver projects and respond to inquiries on time.
Business acumen with a problem-solving attitude.

Responsibilities

Manage a growing portfolio of high-touch enterprise accounts.
Build and maintain trusted advisor relationships with clients.
Serve as the bridge between customers and product team; translate feedback into features.
Develop processes, playbooks, and metrics for scaling customer success.
Collaborate with Engineering, Sales & Marketing, and Operations to deliver superior client experiences.
Identify growth opportunities within the book of business.
Lead product walkthroughs and present new features to customers.
Set and track account targets in line with company objectives.
Protect the book of business through churn management and strategic problem-solving.

Skills

Technical consulting

Customer service

Client success

Sales experience

Communication skills

Negotiation

Problem-solving

Project management

CRM knowledge

Performance metrics

Education

Bachelor's degree in Business Administration or Marketing

Tools

CRM software

Project management tools

CS platforms

Job description

Senior Customer Success Manager

STAN AI, North York, Ontario, Canada

STAN is the largest provider of AI solutions for HOA and Condo Property Managers. We're using cutting-edge, patented AI technology to build solutions that enhance life for residents of more than 2.5 million+ homes across North America — and we're on a mission to build the world's first AI property manager. Want to come along for the ride?

We've been recognized by Rogers, FedEx, George Brown College, StartUp Canada, the Waterloo Accelerator Centre, and more — and we're just getting started. Learn more at www.stan(.)ai

About Stan

The Role

We are looking for a Senior Customer Success Manager who is obsessed with turning users into lifelong advocates. In this role, you will own the end-to-end post-sales journey for our most strategic accounts, ensuring they don’t just use our product, but see it as an essential part of their business success. You’ll be the bridge between our customers and our product team, translating feedback into features and potential churn into long‑term loyalty. As an early member of the Success team, you will also play a key role in building the processes, playbooks, and metrics that will define how we support our customers as we scale.

Tasks

Manage an assigned and growing portfolio of high touch enterprise accounts.
Build positive relationships with clients, while becoming a trusted AI Solutions advisor.
Act as the central point of contact and handle customers’ individual needs.
Resolve conflicts and provide solutions to customers in a timely manner.
Identify and create growth opportunities within the assigned book of business.
Expand STAN’s Suite of AI tools across property management firms full portfolios.
Demonstrate STAN’s growing capabilities with customers, through product walkthroughs and new feature presentations.
Set and track account targets, aligned with company and Customer Success objectives.
Protect a book of business, through churn management, expectation setting with customers, and strategic problem‑solving.
Work cross-functionally with Engineering, Sales & Marketing, and Operations to deliver world-class client experiences.
Become the internal voice of the customer at STAN, driving our client's needs forward.
Contribute to the build‑out of Customer Success best practices at STAN, including creating new processes, setting key objectives, and formulating account growth plans.

Requirements

Proven work experience in technical consulting/implementation, customer service, and/or client success.
Hands‑on experience with selling and an ability to deliver excellent customer service.
Knowledge of CRM software, Project Management, and CS Platforms.
Experience with scaling Account Management programs within a fast‑paced startup.
Deep understanding of performance metrics.
Excellent communication, objection handling, and negotiation skills.
An ability to deliver projects and answer inquiries on time.
Business acumen with a problem‑solving attitude.
Degree in Business Administration, Marketing, or equivalent experience.

Benefits