Customer Success Manager, Canada (Toronto)

Role overview Guide enterprise customers through onboarding, product adoption, and ongoing value realization for a technical SaaS platform. As the primary relationship owner for an assigned portfolio, you’ll align product use with customer goals, monitor account health, and coordinate internal teams to support satisfaction, retention, and growth.

Responsibilities - Serve as the main contact for assigned customers, building relationships across stakeholder levels and maintaining success plans. - Lead regular executive or business reviews, report on ROI, and agree on measures of success that support retention and expansion. - Learn each customer’s goals and challenges, then recommend tailored approaches and align relevant stakeholders. - Educate customers about platform features, encourage adoption, and identify opportunities to broaden usage. - Monitor customer health, address risks early, and manage escalations with Product, Engineering, Support, and Sales. - Keep customers informed about relevant roadmap changes and product improvements, and share actionable customer feedback internally.

Requirements - At least five years in enterprise SaaS, including three or more years in Customer Success, technical account management, or support. - Experience managing a large customer portfolio and building durable relationships, including with executives. - Strong written, verbal, presentation, and organizational skills for both strategic and technical discussions. - Effective problem-solving and escalation management that protects the customer experience. - Familiarity with CRM and case management tools such as Salesforce and Jira. - Technical understanding of internet technologies, networking, and email security products. - Bachelor’s degree in computer science, engineering, or a related technical field, or equivalent practical experience.

Benefits and work setup The position is based in Toronto, Canada. The listed base salary range is CAD $108,800–$128,000; bonus or incentive compensation, equity, and a benefits package may also be available.