Senior Customer Success Manager

SPS Commerce Canada, Ltd.; Toronto; Hybrid; CAD 79,000 - 118,000; Full time

Benefits offered by this job

Hybrid work model

Benefits package

Job summary

SPS Commerce Canada, Ltd. is seeking a Sr. Customer Success Manager to guide customers through their lifecycle, align with strategic goals, and drive adoption of SPS Commerce solutions.

You will partner with finance, operations, and supply chain leaders to ensure value delivery and renewal success. In a hybrid Toronto role, you’ll develop success plans, monitor metrics, and identify expansion opportunities while delivering exceptional client experiences and facilitating executive business

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• 2+ years of CSM experience or 3-5 years in Sales or Account Management.

Responsibilities

• Develop a deep understanding of customers' business models and build trusted adviser relationships.
• Create plans outlining success factors, metrics, targets, and recommendations.
• Deliver revenue recovery and ensure customer satisfaction, retention, and long-term value.
• Monitor account performance and drive adoption at low-usage accounts.
• Identify opportunities to increase contract value through expansion or cross-selling.
• Maintain accurate forecasts of expansion revenue and renewal pipelines.
• Build relationships with finance, operations, and supply chain leaders to drive adoption of new services.

Skills

Customer Success

SaaS experience

Executive relationships

Communication

Time management

Strategic planning

Education

Bachelor’s degree or equivalent

Job description

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain!

Position Summary

We are seeking a Sr. Customer Success Manager to join our Customer Success Team. In this role, you will ensure an outstanding customer experience throughout the customer's lifecycle by understanding and aligning with their strategic goals. You will lead post-sales efforts to build successful and repeatable processes that deliver value and leverage your proficiency in SPS Commerce products to drive customer adoption and success. Additionally, you will identify opportunities to enhance customer relationships and promote effective utilization of SPS Commerce resources.

Key Responsibilities

• Develop a deep understanding of customers' business models, build relationships, and serve as a trusted adviser to ensure successful partnerships.
• Create plans outlining critical success factors, metrics, targets, and recommendations to address customers' strategic goals and business challenges.
• Deliver the revenue recovery service efficiently and effectively, ensuring customer satisfaction, retention, and long-term value.
• Monitor account performance, keep projects on track, and implement structured programs to drive adoption at low-usage accounts.
• Identify and execute opportunities to increase contract value by expanding scopes and/or cross-selling other retailers or services.
• Maintain accurate forecasts of expansion revenue and renewal pipelines; report to leadership on progress vs. targets.
• Build strong relationships with decision-makers across finance, operations, and supply chain teams to drive adoption of new services.

Required Qualifications

• Bachelor’s degree or equivalent combination of education and experience, with 2+ years of Customer Success Management (CSM) experience or 3-5 years of professional business experience (Sales or Account Management).
• Experience within a SaaS environment or have SaaS clients.
• Proven ability to build strong relationships with customers, including experience working with C-level and SVP-level executives and conducting executive business reviews.
• Excellent verbal and written communication, presentation, organization, and time management skills, with a thoughtful approach to addressing customer pain points.
• Comfortable working in a fast-paced environment, with strong listening skills and the ability to quickly assess changing priorities.
• Experience driving organization-wide initiatives is preferred.

Location

This role follows a hybrid work model, with regular in-office presence required at our Toronto office.

What We Offer

• The annual salary range for this role is: $78,500 - $117,800 CAD.
• SPS Commerce offers a comprehensive benefits package designed to support employees' health, well-being, and financial security.
• Benefits are country-specific and aligned with local laws and market practices.

Commitment to our Employees

We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact.

We are committed to affirmative action and equal opportunity in all aspects of employment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Welcome to SPS Commerce - where innovation meets impact.

As the world's largest retail network, we empower over 46,000 customers across diverse industries with cutting-edge cloud technology and expert support, helping them streamline supply chain operations and focus on what they do best.

At SPS, we believe every employee plays a vital role in our mission. Whether you're in Business Support, Customer Success, Sales or Technology your work drives real impact. We’re committed to creating a workplace where you're empowered to do your best work, champion new ideas, and grow your career. When you succeed, we all succeed. We’re all about innovation, collaboration, and growth - and we're just getting started.

Why SPS Commerce?

Impactful Work: Be part of a tech-driven, market-focused company that simplifies complex processes and helps products reach customers faster.

Belonging Culture: We thrive on curiosity, collaboration, and celebrating wins together.

Your voice matters here.

Growth Opportunities: Enjoy diverse career paths, training, and visibility across roles - all within a company that values your contributions.

Make Your Career Here: We invest in our people and provide the resources you need to succeed.

At SPS, careers aren't just grown - they're made.