Customer Success Manager, Canada (Toronto)

About This Opportunity

Our talent team at Get A Job.ai is representing a confidential cybersecurity technology client in their search for a Customer Success Manager based in Toronto, Canada. This role offers the opportunity to work with enterprise customers, driving platform adoption and delivering measurable business outcomes in a fast-growing SaaS environment.

As the primary relationship manager for a portfolio of enterprise accounts, you will guide customers through onboarding, strategic planning, and long-term success. You'll collaborate with cross-functional teams to ensure customers maximize their investment and achieve their security objectives.

Responsibilities

• Serve as the main point of contact for assigned enterprise customers, building strategic relationships and guiding platform adoption
• Deliver regular business reviews (QBRs/EBRs), communicating ROI and aligning on success metrics to support retention and expansion opportunities
• Understand customers' industries, goals, and challenges to provide tailored recommendations and align stakeholders on success objectives
• Promote awareness and usage of key platform features, provide ongoing education, and identify opportunities for expanded adoption
• Proactively monitor customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales teams to resolve issues
• Maintain expert knowledge of the product roadmap and communicate relevant updates and enhancements to customers
• Coordinate with internal teams to develop and execute customer success plans, addressing risks before they impact engagement or satisfaction
• Share actionable customer insights and feedback to inform product improvements

What We're Looking For

• 5+ years of experience in enterprise SaaS, with at least 3+ years in Customer Success, Technical Account Management, or support roles
• Proven ability to manage large customer portfolios and develop long-term relationships, including at the executive level
• Excellent communication, presentation, and organizational skills, capable of managing both strategic and technical conversations effectively
• Strong problem-solving skills and experience resolving escalations while maintaining a positive customer experience
• Proficiency with CRM and case management tools such as Salesforce and Jira
• Technical proficiency related to internet technologies, networking, and email security products
• Bachelor's degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience
• Action-oriented, analytical, and collaborative approach to customer success and issue resolution
• Skilled at building trust and maintaining relationships with stakeholders at various organizational levels

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruiting team will screen your application and conduct an initial interview to understand your background and career goals. If there's a strong match, we will submit your profile to our client for consideration. Please do not contact the client directly, as all communication must go through Get A Job.ai to ensure proper representation.

Pay

Compensation details will be discussed during the screening process based on experience and qualifications.

Equal Opportunity: Get A Job.ai is committed to equal employment opportunity. We consider all qualified applicants without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law.