Strategic Customer Success Manager

Caret; Toronto; On-site; CAD 95,000 - 100,000; Full time

Job summary

A leading software company in Toronto is seeking a Strategic Customer Success Manager to build and maintain relationships with strategic law firm clients. The role is vital for driving customer retention and expansion while aligning their needs with business objectives. Candidates should have over 5 years of experience in customer success with strong executive influence skills. This position offers a competitive salary, flexible paid time off, and comprehensive medical benefits.

Benefits

Paid Parental Leave

Flexible PTO

Certification reimbursement

Extended Medical, Dental, and Vision

Disability Leave Coverage

Qualifications

• 5+ years in Customer Success or Account Management with strategic accounts.
• Proven track record managing relationships with executive stakeholders.
• Experience in leading Executive Business Reviews.

Responsibilities

• Serve as primary relationship owner for strategic customers.
• Conduct business reviews to align on goals and showcase value.
• Monitor customer health and proactively address risks.

Skills

Customer Success Management

Account Management

Negotiation Skills

Communication Skills

Business Acumen

Tools

Salesforce

DOMO

Pendo

Job description

This range is provided by CARET. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Overview

About The Role: We are seeking a Strategic Customer Success Manager to manage and grow relationships with our largest, most strategic law firm customers. In this role, you will serve as a trusted advisor to executive stakeholders, driving long-term value realization, retention, and expansion opportunities. You will lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs), leveraging customer performance data and product usage insights to align on business objectives, demonstrate ROI, and guide customers toward achieving their strategic outcomes.

Responsibilities

• Serve as the primary relationship owner for our largest customers, building executive-level partnerships and acting as a trusted advisor.
• Conduct Quarterly and Executive Business Reviews to align on business goals, showcase value delivery, and set shared success plans.
• Monitor customer health and sentiment, proactively addressing risks and positioning the organization as a long-term partner.
• Own renewal negotiations and outcomes for strategic accounts, ensuring high retention rates.
• Identify and close upsell and cross-sell opportunities in partnership with Sales.
• Develop tailored account success plans to drive measurable business value and account growth.
• Guide customers in achieving their desired outcomes, using business performance data (DOMO) and product usage insights (Pendo) to demonstrate adoption and ROI.
• Provide actionable insights and recommendations to customers based on utilization and performance metrics.
• Ensure customers fully understand the value of our solutions and expand their footprint accordingly.
• Identify and nurture strategic customer advocates who can participate in reference calls, case studies, speaking engagements, and peer networking.
• Partner with Sales and Marketing to highlight customer successes in support of net new opportunities.
• Accurately maintain renewal forecasts, expansion opportunities, and customer health metrics in CRM.
• Provide reporting and insights on strategic account trends and risks to internal stakeholders.
• Collaborate cross-functionally with Product, Marketing, and Sales to ensure customer needs and feedback drive continuous improvement.

Qualifications

• 5+ years in Customer Success, Account Management, or related SaaS role with strategic or enterprise accounts.
• Proven track record managing high-touch customer relationships with executive stakeholders.
• Experience leading Quarterly and Executive Business Reviews that demonstrate ROI and drive customer alignment.
• Strong negotiation and contract management skills with success in expansion and renewals.
• Experience leveraging tools such as Pendo, DOMO, Salesforce, Gainsight, or similar to drive data-informed customer conversations.
• Exceptional communication, presentation, and executive influence skills.
• Strong business acumen and ability to align product value with customer outcomes at the executive level.

Nice To Have

• Experience working with large law firms or professional services enterprises.
• Background in customer advocacy, executive engagement, or strategic program development.

Benefits

• Paid Parental Leave
• Flexible PTO
• Certification(s) reimbursement
• Summer Fridays
• Extended Medical, Dental, Paid Sick Days, Vision, Life Insurance, and Disability Leave Coverage
• RRSP & Employer match

Equal Employment Opportunity: CARET is an Equal Opportunity, Affirmative Action Employer. The compensation information below is provided in compliance with job posting disclosure requirements.

Pay range: $95,000 to $100,000. Actual base pay will depend on varying circumstances, including the position, location, individual qualifications, market finances, and other operations business needs. Depending on the position, compensation may also include commission, bonuses, etc. Potential for bonuses is based on company performance and potential for merit increases is based on performance.

Seniority level — Mid-Senior level

Employment type — Full-time

Job function — Other

Industries — Software Development

Note: This description may include content intended for recruitment purposes and does not alter the terms of employment.