Overview
Customer Success Manager (SaaS) Jobs in Greater Toronto Area, Canada at TopHat HR
Title: Customer Success Manager (SaaS)
Company: TopHat HR
Location: Greater Toronto Area, Canada
Are you an accomplished Customer Success Manager in the technology sector who loves to simplify the complex? Are you motivated by the idea of turning a customer's challenge into an opportunity for learning and growth? If you're looking for a role that values your insights, drive, and customer-centric mindset, we have the perfect opportunity for you!
Tophat HR, on behalf of our prominent client in the SaaS industry, is seeking an exceptional Customer Success Manager . This exciting role gives you the platform to influence product development, build strong customer relationships, and create outstanding customer experiences.
Role Highlights:
As a Customer Success Manager, you’ll manage a high-volume portfolio of mostly SMB customers. You’ll ensure a smooth onboarding process, drive adoption through structured engagements, and proactively manage renewals — all while identifying opportunities to expand customer value.
Key Duties:
- Customer Onboarding & Training – Guide new customers through structured onboarding to ensure quick adoption and early success.
- Account Management & Retention – Monitor customer health, address risks, and manage renewals at scale.
- Growth Opportunities – Identify and nurture expansion opportunities (upsell/cross-sell) by aligning solutions to customer needs.
- Proactive Outreach – Use playbooks and lifecycle touchpoints (e.g., QBRs, check-ins, email campaigns) to engage customers.
- Customer Advocacy – Collect and share feedback with internal teams to help improve products and services.
- Metrics & Reporting – Track portfolio performance (usage, renewals, churn risk) and share insights with stakeholders.
Your Profile:
- 3+ years of experience in Customer Success, Account Management, or Support, ideally managing high-volume customer accounts.
- Familiarity with SaaS products and lifecycle management.
- Excellent multitasking, time management, and organizational skills.
- Skilled at simplifying complex technical concepts into clear, actionable guidance.
- Comfort using CRM and project management tools (e.g., Salesforce, HubSpot, Zoho, Linear, Notion, and/or similar).
- Strong written and verbal communication skills, with the ability to engage diverse SMB stakeholders.
- A customer-first mindset, with a passion for helping businesses succeed.
Why Join:
You'll be part of a forward-thinking company that values diversity, nurtures talent, and prioritizes work-life balance. Here, you can expect:
- A nurturing environment that encourages continuous learning and career growth.
- A diverse and supportive team that values collaboration and open communication.
- Flexibility in work arrangements to help you maintain a healthy work-life balance.
- Recognition and reward for your contributions and achievements.
If you're prepared to leverage your skills, experience, and passion for customer success to make a significant impact, we'd love to hear from you!
Our client is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
