Senior Customer Success Manager

The New Network; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A high-growth tech company in Toronto is seeking a Senior Customer Success Manager to own the customer journey from onboarding to retention. The ideal candidate will have over 5 years in relevant roles, strong communication skills, and a proven track record of driving account growth. This is an exciting opportunity to thrive in a collaborative and customer-focused environment.

Qualifications

• 5+ years in Customer Success or Account Management roles.
• At least 2 years in a senior or leadership capacity.
• Ability to drive adoption, retention, and account growth.

Responsibilities

• Lead customer onboarding to ensure measurable value.
• Build strategic account plans aligned to customer goals.
• Monitor health metrics and address churn risks.

Skills

Customer Success

Account Management

Communication

Relationship Building

Problem-Solving

Job description

Senior Recruitment Consultant at The New Network

Our client is a high-growth tech company that’s transforming how their customers work, and they’re looking for a Senior Customer Success Manager to join their team in Canada. In this role, you’ll own the end-to-end customer journey from onboarding and adoption through to retention, expansion, and advocacy for some of their most strategic accounts.

Responsibilities

• Lead customer onboarding and ensure clients quickly see measurable value
• Build and maintain strategic account plans aligned to customer goals
• Develop strong relationships with key stakeholders and act as a trusted advisor
• Partner with sales and product teams to uncover growth opportunities
• Monitor health metrics and proactively address risks of churn
• Share customer insights to help inform product development and overall strategy
• Deliver training, enablement, and champion customer advocacy initiatives

What they’re looking for

• 5+ years in Customer Success, Account Management, or a related role, with at least 2 years in a senior or leadership capacity
• Excellent communication and relationship-building skills
• Proven ability to drive adoption, retention, and account growth
• Strong problem-solving skills and adaptability in a fast-moving environment
• Based and legally eligible to work in Canada

Culture and Values

This is a team that cares deeply about quality, clear communication, adaptability, and customer focus. They value people who are proactive, collaborative, and eager to grow both personally and alongside their customers. If you’re energized by building trust, solving complex challenges, and helping clients succeed, this is an environment where you’ll thrive.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service and Sales

Industries

• Construction and Technology, Information and Media