Senior Customer Success Manager

Achievers; Toronto; On-site; CAD 98,000 - 116,000; Full time

Job summary

A recognition technology company in Toronto is looking for a Senior Customer Success Manager to drive customer engagement and product adoption. You will partner with key customers to help them unlock the full value of the recognition platform. Ideal candidates have over 5 years of experience in account management within software/SAAS environments. This full-time role offers a competitive salary ranging from $98,000 to $116,000 with hybrid work flexibility and a variety of employee benefits.

Benefits

Health Benefits

Parental Leave Top-up

Flexible Vacation

Professional development support

Employee Resource Groups

Hybrid work flexibility

Qualifications

• 5+ years of account management experience at a software/SAAS company.
• Strong business acumen and proven ability to influence decision makers.
• Experience in preparing and delivering presentations targeted at a senior audience.

Responsibilities

• Provide expertise on Achievers platform and aid customers in executing employee recognition strategies.
• Establish measurable goals and KPIs for customer accounts.
• Drive usage and adoption of the platform.

Skills

Account management experience

Business acumen

Influence decision makers

CRM proficiency

Presentation skills

Analytical skills

Customer-facing skills

Education

Bachelor's Degree

Tools

Salesforce

Excel

PowerPoint

Job description

Overview

At Achievers, we believe recognition fuels performance, and our customers rely on us to help them build workplaces where people truly thrive. As a Senior Customer Success Manager, you’ll be at the heart of that mission, owning the strategy and long-term success of some of our most important customers.

In this role, you’ll act as a trusted advisor and strategic partner, helping customers unlock the full business value of the Achievers recognition and engagement platform. You’ll drive product adoption, identify growth opportunities, and influence expansion by showcasing best practices and measurable outcomes. Working closely with senior stakeholders, you’ll help design and execute recognition strategies that deliver ROI and support long-term customer retention and growth. If you’re passionate about customer success, energized by technology, and motivated by driving results, this could be the perfect opportunity for you.

Responsibilities

• Provide expertise on the Achievers platform and highlight key features and functionality allowing the customer to execute their employee recognition strategies
• Establish measurable goals and KPIs for your customer accounts
• Track all implementation and post-implementation adoption activities
• Drive usage and adoption of the platform and communicate best practices by hosting virtual meetings
• Meet with your customers face-to-face to plan program rollouts and explore cross-functional use cases where Achievers can help meet needs
• Connect with your customers to update on outstanding queries, reports and campaigns
• Manage a revenue pipeline while up-selling and cross-selling within the existing programs
• Lead customer workshops and training around product updates and new features
• Provide regular status reports to stakeholders on progress against established goals and manage account escalations
• Understand your customers’ requirements and their level of adoption of the Achievers platform to proactively assess risk in upcoming contract renewals
• Recognize your peers for being awesome!

Experience and Qualifications

• 5+ years of account management experience at a software/SAAS company
• Strong business acumen and proven ability to influence decision makers in various sizes of organizations
• Formal sales training through a recognized program
• Proficiency with CRMs such as Salesforce or other force.com platforms (no external links)
• Experience in preparing and delivering presentations targeted to a senior audience
• Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience
• Demonstrated analytical skills utilizing Excel and/or PowerPoint to arrange and display relevant information during customer business reviews
• Experience managing a sales pipeline and carrying a sales quota
• Strong customer-facing skills including expectation management, communication skills, information management
• Bachelor’s Degree

Why Achievers is a Great Place to Work

At Achievers, we believe recognition is a powerful driver of connection. With more than 4.3 million users across 190 countries, our employee recognition and rewards platform empowers organizations to build cultures where people feel seen and valued, everyday. We’re a team of passionate, thoughtful builders who care deeply about our product, our customers, and each other. Visit achievers.com to see how we’re inspiring recognition everywhere.

Our Approach to Total Rewards

We’re committed to providing a fair and competitive offer based on what you bring to the team. Each A-Player's compensation is reviewed at least annually against performance and impact in role. We want you to see your path to growth, understand your impact, and feel valued every step of the way.

Our customer success roles follow a defined commission structure that rewards your performance. For this role, the compensation plan follows a 70/30 split for base and commission earnings. The base salary range is $98,000 - $116,000, depending on experience, skills and market data.

Benefits and Perks for permanent full-time employees

• Rewards for your impact through our Recognition and Rewards program
• Health Benefits and Life Insurance Coverage beginning on your first day
• Parental Leave Top-up
• Employer matched RRSP contributions
• Flexible Vacation to recharge, so you can bring your best
• Employee and Family Assistance Program offering mental health, legal, and financial counselling
• Supported professional development and career growth (LinkedIn Learning, mentorship)
• Employee-Led Employee Resource Groups that celebrate our diversity
• Regular events designed to build connection, belonging, and well-being
• Hybrid flexibility, with time in our Liberty Village, Toronto office

Achievers is proud to be an equal opportunity employer committed to building a diverse, inclusive workplace where everyone can do their best work. We encourage qualified candidates from all backgrounds and experiences to apply. Achievers is committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any accommodations for your interview, such as assistive technology, wheelchair accessibility, or alternative formats of materials, please let us know. We are happy to make necessary arrangements to support your needs.