Customer Success Manager, Mid-Market

TapMango

Proactive Mid-Market Customer Success Manager at TapMango driving retention and growth for merchants. Managing relationships to improve performance, mitigate churn, and expand accounts.

Posted 7/8/2026full-timeRemote • 🇨🇦 CanadaJuniorMid-Level💰 CA$60,000 - CA$65,000 per yearWebsite

About the role

Key responsibilities & impact

Build and maintain strong relationships with a portfolio of mid-market merchants.
Conduct proactive strategy calls and business reviews to help merchants maximize the value of the TapMango platform.
Increase product adoption by identifying underutilized features and recommending solutions tailored to each merchant's goals.
Monitor account health and proactively engage merchants showing signs of declining engagement or churn risk.
Develop success plans that drive customer outcomes and long-term retention.
Identify opportunities to expand accounts through additional products, features, locations, or services that provide value to the merchant.
Own the contract renewal process, ensuring merchants understand the value they're receiving and helping secure long-term partnerships.
Partner with Sales, Support, Product, and Marketing to ensure a seamless customer experience.
Maintain accurate account notes, renewal forecasts, and customer activity within internal systems.
Serve as the voice of the customer by sharing feedback and product insights with internal teams.

Requirements

What you’ll need

Minimum of 2 years of experience in Customer Success, Account Management, Customer Engagement, or another client-facing relationship management role.
Strong relationship-building and communication skills.
A consultative mindset with the ability to uncover customer needs and recommend solutions.
Experience managing renewals, retention, or expansion conversations is an asset.
Ability to prioritize a portfolio of accounts while maintaining a high level of customer engagement.
Strong organizational skills and attention to detail.
Comfortable analyzing account health and customer usage to identify opportunities and risks.
Self-motivated, proactive, and results-oriented.
Sales experience, particularly in consultative or solution-based selling, is considered a strong asset.
Experience with SaaS, loyalty, restaurant technology, or hospitality is considered an asset.

Benefits

Comp & perks

Generous time off plan
Comprehensive health benefits
Subsidized gym membership
Continuous virtual coaching and support
Performance recognition
Professional development program
Growth opportunities (we really mean it!)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer EngagementAccount Health AnalysisRetention StrategiesPortfolio ManagementBusiness Reviews

Soft Skills

Relationship-BuildingCommunication SkillsOrganizational SkillsAttention to DetailProactive Mindset