Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a portfolio of trades customers and guiding them through onboarding, website launch, and AI agent setup with an accent on customer retention and product adoption. Focus on building long-term partnerships, optimizing onboarding workflows, and translating customer feedback into product improvements.

Location: Hybrid in Toronto, Ontario

Company

An all-in-one AI-powered facilities management platform empowering local service and trades businesses to operate more efficiently and profitably.

What you will do

• Manage a portfolio of customer accounts, building strong relationships with business owners to drive retention.
• Guide new customers through the onboarding process, including collecting branding assets for website launch and AI agent setup.
• Train customers on the platform, share best practices, and drive product adoption to achieve measurable business outcomes.
• Lead customer pilots and product launches, tracking engagement and gathering feedback for internal teams.
• Monitor customer health metrics and analyze adoption trends to report on key success indicators.
• Collaborate with Product, Engineering, Marketing, and Sales to deliver a seamless end-to-end customer experience.

Requirements

• 3–5 years of experience in Customer Success, Account Management, Implementation, or similar customer-facing roles.
• Tech-savvy with the ability to quickly learn new software and emerging AI tools.
• Strong communication and relationship-building skills with a customer-first mindset.
• Excellent problem-solving and time management skills to handle multiple priorities.
• Data-driven approach to using customer insights for growth and retention.
• Experience with CRM or customer success platforms such as Close or Omni is an asset.

Culture & Benefits

• Mission-driven environment focused on creating economic empowerment for the service industry.
• High-impact role with a culture of extreme ownership and a bias for action.
• Transparent work environment that encourages listening, learning, and iterating.
• Collaborative "One Team" approach to problem-solving.
• Strong commitment to workplace diversity, equity, and inclusion.