Strategic Customer Success Manager, Mid‑Market & Enterprise

WellnessLiving; Vaughan; Hybrid; CAD 80,000 - 100,000; Full time

Benefits offered by this job

Flexible hybrid work environment

Vacation and benefits

Collaborative culture

Job summary

WellnessLiving, Thornhill, Ontario, is seeking a Mid-Market & Enterprise Customer Success Manager to own a portfolio of customers and drive long-term adoption, retention, and expansion. You will act as a trusted advisor, developing a deep understanding of each business goal and helping maximize value from the WellnessLiving platform.

You’ll proactively manage account health, identify risks and growth opportunities, lead renewal and expansion conversations, and build relationships with

Qualifications

• 5+ years of customer-facing experience, including at least 3 years in Customer Success, Account Management, or a retention-focused SaaS environment.
• Proven experience managing a diverse customer portfolio and prioritizing accounts based on customer needs, risk, value, and business impact.
• Demonstrated ownership of retention, renewals, and expansion outcomes, including Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets.
• Strong business acumen with the ability to understand customer business models and connect product capabilities to business goals, KPIs, and ROI.

Responsibilities

• Own the health and success of an assigned customer portfolio, proactively identifying risks, opportunities, priorities, and next steps.
• Build trusted relationships with customers and senior stakeholders by understanding their business goals and connecting WellnessLiving solutions to measurable outcomes.
• Drive product adoption and long‑term value through strategic recommendations, business reviews, roadmap discussions, and outcome‑focused engagement.
• Own complex customer escalations end‑to‑end, partnering cross‑functionally to resolve issues and strengthen customer relationships.

Skills

Account management

Customer success

Cross-functional

Data analysis

Renewals

CRM experience

AI/Automation

Tools

Zoho CRM

Jira

Gainsight

ChurnZero

Totango

Job description

WellnessLiving, Thornhill, Ontario, is seeking a Mid-Market & Enterprise Customer Success Manager to own a portfolio of customers and drive long-term adoption, retention, and expansion. You will act as a trusted advisor, developing a deep understanding of each business goal and helping maximize value from the WellnessLiving platform.

You’ll proactively manage account health, identify risks and growth opportunities, lead renewal and expansion conversations, and build relationships with