Serve as the primary point of contact for an assigned portfolio of clients, building trusted, long-term relationships grounded in consistent communication and follow-through

Guide new clients through onboarding, ensuring they are set up for success and confident in using Mortgage Automator to its full potential

Deliver product and feature demonstrations that clearly articulate value, helping clients maximize their use of the platform and contributing to Customer Lifetime Value (CLTV)

Proactively monitor client accounts to identify adoption gaps, usage trends, or risks — and take initiative to resolve them before they escalate

Respond to client inquiries, concerns, and requests in a timely and professional manner, escalating appropriately and coordinating with internal teams to reach resolution

Advocate for clients internally by gathering and communicating product feedback to the development team, helping shape platform improvements

Partner with the sales team to identify upselling and cross-selling opportunities that align with client goals and add measurable value

Other duties as assigned Requirements 2+ Year(s) of Experience in a customer-facing role within SaaS , Fintech or the Mortgage Industry

Exceptional interpersonal and communication skills,



both written and oral

Proven track record of building and maintaining high customer service rates

Strong problem-solving skills with an ability to analyze situations and provide innovative solutions

Able to work independently, manage multiple priorities and thrive in a fast-paced environment

Education and professional experience considered Perks Compensation On Target Earnings (OTE): CAD 100,000 /annual

Split: 80% Base, 20% Variable Time-Off & Work Life Balance Comprehensive Time Off: Competitive paid vacation to unplug and recharge throughout the year

Holistic Wellness Leave: Dedicated personal leave supporting total well-being, including physical recovery or mental health

Commuter-Friendly Hybrid: Flexible schedule blending collaborative office time with remote work Team Culture & Perks Catered Lunches: Monthly team lunches to celebrate wins and connect with colleagues

Growth & Learning: Continuous professional development with internal training and learning opportunities

Modern Workspace: Professional, supportive environment with tools and technology needed to succeed

Comprehensive Health Benefits

📌 Customer Success Manager (Toronto)
🏢 Mortgage Automator
📍 Toronto