Customer Success Manager (Toronto)

📋 Description

• Own and manage a book of 50–70 growth-stage merchants, driving retention through risk management
• Understand each merchant’s goals, technical setup, and success metrics to drive adoption of
• Lead business reviews and success planning to align merchant goals with outcomes
• Partner with Sales to support renewals, expansions, and upsell motions
• Use data and health signals to prioritize work, identify risk, and uncover growth opportunities
• Act as a trusted guide through support and product issues, driving timely resolution

🎯 Requirements

• Ability to work at least 3 days/week in our Toronto office
• Experience managing a book of business with retention and product adoption in a SaaS environment
• Demonstrated technical aptitude; quickly learn product behavior, understand integrations or APIs
• Experience with semi-complex workflows or technology stacks (eCommerce and Shopify preferred)
• Comfort using Salesforce, Looker, or similar tools to assess customer health
• Growth mindset with strong collaboration across Sales, Product, Technical Support, and

🎁 Benefits

• Medical, dental and vision plans
• Retirement plan with employer contribution
• Flexible Time Off
• Paid Parental Leave
• Monthly Remote Life and Merchant stipends