Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Leading and growing a portfolio of enterprise accounts within the rental and contractor segment with an accent on driving adoption, value realization, and long-term partnerships. Focus on translating technical product concepts into measurable business value and managing the full post-sales lifecycle for high-impact customers.

Location: Must be based in Ontario, Canada (Remote within Ontario or Hybrid in London/Kitchener); East Coast hours preferred.

Salary: $80,000–$100,000 per year (base)

Company

Leading operating data platform providing IoT solutions to connect people, assets, and processes in the global construction industry.

What you will do

• Own the full post-sales lifecycle for enterprise rental and contractor accounts as the primary point of accountability.
• Translate customer business goals into clear success plans and drive platform adoption.
• Ensure renewal readiness by documenting value delivery and identify expansion opportunities with Commercial teams.
• Coordinate with Product, Support, and Technical Account Management (TAM) to resolve blockers and influence the roadmap.
• Maintain data-driven insights and success plans within the CRM to track account health.
• Travel 20-25% for customer workshops and key lifecycle milestones.

Requirements

• 5+ years of experience in Customer Success or Account Management within a SaaS environment.
• Proven track record of managing complex enterprise customers and engaging executive-level stakeholders.
• Ability to translate technical concepts into measurable business value.
• Bachelor’s degree in Business, Marketing, or a related field.
• Must be located in Ontario, Canada.
• Willingness to travel 20-25% of the time.

Culture & Benefits

• Agile growth environment with significant internal career progression opportunities.
• International work culture with regular social events and cross-border collaboration.
• Strong support for professional development through coaching, training, and an open feedback culture.
• Flexible hybrid working arrangements with provided IT equipment.
• Inclusive workplace with a strong commitment to diversity, equity, and inclusion (TIDE).

Hiring process

• Initial phone conversation with the People & Talent team.
• Virtual meet and greet with the hiring manager.
• Assignment-specific interview involving a case study presentation.
• Follow-up meeting with the hiring manager.
• Offer presentation.