Customer Success Manager I (SaaS)

TL;DR

Customer Success Manager I (SaaS): Managing the strategy and long-term success of national and enterprise customers for an employee recognition platform with an accent on product adoption, account growth, and customer satisfaction. Focus on driving platform usage, executing up-selling and cross-selling strategies, and establishing measurable KPIs to ensure retention.

Location: Hybrid in Toronto, Canada

Salary: $70,000 - $90,000 base (plus commission)

Company

Employee recognition and rewards platform empowering organizations to build cultures where people feel seen and valued.

What you will do

• Own the strategy and long-term success of a portfolio of national and enterprise customer accounts.
• Drive platform adoption and usage by hosting virtual meetings and guiding customers on best practices.
• Manage a revenue pipeline by identifying and executing up-selling and cross-selling opportunities.
• Conduct face-to-face meetings to plan program rollouts and explore cross-functional use cases.
• Establish measurable goals and KPIs, providing regular status reports to stakeholders.
• Proactively assess renewal risks by analyzing customer requirements and adoption levels.

Requirements

• 3+ years of account management experience at a software or SaaS company.
• Formal sales training and proficiency with CRM platforms such as Salesforce.
• Proven ability to influence decision-makers and deliver presentations to senior audiences.
• Strong analytical skills using Excel and PowerPoint for customer business reviews.
• Experience managing a sales pipeline and carrying a sales quota.
• Bachelor’s Degree.

Culture & Benefits

• Comprehensive health benefits and life insurance coverage starting on day one.
• Employer matched RRSP contributions and parental leave top-up.
• Flexible vacation policy to support work-life balance.
• Supported professional development through LinkedIn Learning and mentorship.
• Employee and Family Assistance Program for mental health, legal, and financial counseling.
• Hybrid flexibility with a modern office in Liberty Village, Toronto.