Customer Success Manager

Richmond Hill ON / Remote
30+ days ago

Job Description

The Role

The Customer Success Manager is responsible for managing, retaining, and growing Business Exchange clients. The Customer Success Manager will demonstrate a thorough understanding of all Business Exchange products and services and will support the adoption, retention, and growth of our customer base.

Key Responsibilities

  • Actively foster and manage the success of Business Exchange clients.
  • Be responsible for customer satisfaction, increase customer retention, and up-sell and or cross-sell existing accounts.
  • Be the customer’s first point of contact, serving as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.
  • Take a consultative approach in helping clients overcome issues and achieve their marketing and sales goals.
  • Facilitate interaction and workflow between project team members to ensure deliverables are on time.
  • Collaborate, problem-solve, and/or strategize upcoming client meetings with team members.
  • You will help customers maximize the value of the Business Exchange with absolute knowledge of the product.
  • Identify opportunities for growth by relaying information back to the sales team.
  • Management of CRM and track success metrics related to delivering customer success.
  • You will help to identify and resolve challenges with product adoption encountered by our customers.


  • Proficient using Microsoft Office suite, Zoom and Hubspot.
  • Passion for delivering great service to clients.
  • Comfortable working across departments in a deadline-driven environment.
  • Excellent verbal and written communication.
  • Enthusiasm for a fast-paced, dynamic work environment.
  • A highly adaptable and quick learner.
  • Strong listening skills
  • Open to a culture of innovation and growth.
  • High attention to detail.
  • Outstanding time management skills, including the ability to juggle multiple projects simultaneously, prioritize effectively and meet deadlines.
  • Process-oriented mindset.
  • Post-secondary degree in Commerce, Economics, HR, Marketing, or Communications.
  • Second languages and an entrepreneurial spirit are assets.

Job Types: Full-time, Permanent

Salary: $50,000.00-$60,000.00 per year

Additional pay:

  • Bonus pay
  • Commission pay


  • 8 hour shift

COVID-19 considerations:
Not open to the public.

Work remotely:

  • Temporarily due to COVID-19


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