Strategic Customer Success Manager – Retention & Growth

First Student; Toronto; On-site; CAD 130,000 - 150,000; Full time

Job summary

First Student in Canada is seeking a passionate Customer Success Manager to serve as a liaison between customers, business development, field operations and cross-functional teams to drive retention and growth.

You will develop executive relationships, lead contract renewals, onboard new customers, and work with operations to improve adoption of solutions while expanding upsell opportunities. Travel is required; strong writing and CRM skills are essential.

Qualifications

• 3+ years in customer success or account management.
• Experience acting as a customer advocate to understand and deliver client needs.
• Strong writing skills with attention to detail and service.
• Proficiency with Salesforce or similar CRM; advanced MS Office skills.

Responsibilities

• Maintain trusted relationships at all levels within the customer organization.
• Lead account planning to improve retention and upsell.
• Coordinate with operations and BD to renew contracts and onboard customers.
• Host regular business reviews to ensure adoption of products/services.

Skills

Customer success

Account management

Independent thinking

Excellent writing

Project management

Communication

Business knowledge

Travel readiness

Education

Bachelor's degree or equivalent

Tools

Salesforce

Job description

First Student in Canada is seeking a passionate Customer Success Manager to serve as a liaison between customers, business development, field operations and cross-functional teams to drive retention and growth.

You will develop executive relationships, lead contract renewals, onboard new customers, and work with operations to improve adoption of solutions while expanding upsell opportunities. Travel is required; strong writing and CRM skills are essential.