Alternative Payments

Customer Success Manager

Alternative Payments

full-time

Posted on:

Location Type: Hybrid

Location: Toronto • Canada

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Salary

💰 CA$110,000 - CA$120,000 per year

About the role

  • Lead and execute on the full customer lifecycle — from onboarding to renewal — ensuring customers realize value quickly and consistently.
  • Collaborate cross-functionally with Sales, Product, and Engineering to deliver solutions, advocate for customer needs, and optimize the customer journey.
  • Take ownership of a portfolio of accounts, building trusted advisor relationships with key stakeholders and executive sponsors.
  • Proactively monitor customer health metrics, identify risk signals, and create action plans to drive retention and expansion opportunities.
  • Develop and execute tailored success plans with clear milestones, measurable outcomes, and ROI tracking.
  • Lead business reviews and executive meetings to showcase impact, gather feedback, and align on future growth.
  • Propose improvements and help establish scalable best practices, playbooks, segmentation models, and customer health scoring frameworks.
  • Create enablement resources, training materials, and documentation to support adoption and future team growth.
  • Mentor and support future Customer Success team members as we build and scale the function.
  • Identify and implement AI-driven workflows that improve efficiency and allow us to scale without compromising customer experience.

Requirements

  • 3–5+ years of experience in Customer Success, Account Management, or a similar client-facing role within B2B SaaS or technology companies.
  • Strong skills in customer lifecycle management, retention strategy, stakeholder management, and data analysis.
  • Proven experience managing a portfolio of accounts with retention rates above 90% and a track record of driving expansion revenue.
  • Experience using CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight, ChurnZero).
  • Strong communication skills with the ability to collaborate effectively across teams and influence stakeholders from end users to C-suite leaders.
  • A proactive, data-driven mindset with the ability to translate metrics into actionable insights and business impact.
  • Post-secondary education in Business, Communications, or a related field (or equivalent practical experience).
Benefits
  • Competitive salary tailored to experience, skills, and expertise.
  • Equity opportunities so you can share in our growth and success.
  • Unlimited PTO and flexibility when you need it the most.
  • Yearly learning & development stipend to help you grow and do your best work.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer lifecycle managementretention strategystakeholder managementdata analysisportfolio managementROI trackingcustomer health scoringAI-driven workflows
Soft Skills
communicationcollaborationinfluencementoringproactive mindsetproblem-solving