Senior Customer Success Manager

stan; Toronto; Hybrid; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits

Company Macbook

Free parking and shuttle

Job summary

STAN is seeking a Senior Customer Success Manager based in North York, Toronto area, with a hybrid in-office setup. You will own the post-sales journey for strategic accounts, turning users into advocates and aligning feedback with product teams.

You will build processes, playbooks, and metrics as an early Success team member, collaborating with Engineering, Sales, Marketing, and Operations to deliver exceptional client experiences.

Qualifications

• Proven work in technical consulting or implementation.
• Experience in customer success or client satisfaction roles.
• Strong communication and negotiation abilities.

Responsibilities

• Manage an assigned portfolio of enterprise accounts.
• Build relationships and act as trusted AI Solutions advisor.
• Serve as central point of contact for customers and their needs.
• Resolve issues promptly with practical solutions.
• Identify opportunities for growth within accounts.
• Promote STAN tools across full client portfolios.
• Lead product walkthroughs and new feature demonstrations.
• Set and track account targets aligned with CS objectives.
• Protect book of business through churn management.

Skills

Technical consulting experience

Customer success

Excellent communication

Negotiation skills

Education

Business/Marketing degree

Tools

CRM software

Project management tools

CS platforms

Job description

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.

This position is based in North York and is currently hybrid in-office. This position is ideal for someone who thrives in a collaborative, high-energy environment and enjoys building teams in person.**

About Us:**

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

STAN is also an award-winning platform, having been recognized by Rogers, FedEx, George Brown College, StartUp Canada, the Waterloo Accelerator Centre, and more!

To learn more, feel free to visit us at www.stan(.)ai

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

• Competitive salary
• Comprehensive health, dental, and specialist benefits.
• Company Macbook.
• Free parking and shuttle service to the office.
• Extra PTO during occasional US holidays.
• Company events, in-office restaurant, and building-wide perks.
• Unlimited ping pong and espresso!