About This Job

Upshop

Location: Toronto, Canada

Work Mode: On-site

Industry: Software Development,Retail

Overview of the Role

We are seeking a Senior Customer Success Manager to join our growing team. As a Senior Customer Success Manager, you will serve as the primary point of contact for assigned strategic customers to develop long-lasting relationships with our most valuable customers. This includes development of relationships with a cross-functional executives and project leaders within each customer and execution of strategies focused on driving customer retention and outcomes that will ultimately lead to more business.

In this role, you will report to the VP of Customer Success & Training and collaborate with a cross-functional team including sales, solutions consulting, customer success, business intelligence, and professional services.

Key Responsibilities

Own, drive, and manage the end-to-end customer relationship – ensuring customer satisfaction, renewal, and expansion by building trusted business relationships with customers key stakeholdersBecome a strategic partner to our customers by understanding the customers’ business, their strategic initiatives, and leading indicators for performance improvement to serve as a trusted advisorAct as an internal advocate and champion for your customers, pulling together the required teams and individuals needed to support current challenges or opportunities within the customerExecute and deliver on exceptional service, communication and partnership activities that included a consistent meeting cadence and annual Executive Business ReviewsDevelop ongoing communication with the retailers’ project and management teams to ensure trust and high satisfaction with Upshop,



including considerations of additional Upshop products over timeMaintain and strengthen relationships while fostering current contacts with customers cross functional leaders by providing support, information, and guidance; researching and recommending new opportunities for profit and operational improvementsLead the relationship management and internal data capture of key customer information and business capabilitiesSupport and consult customer and Upshop Professional Services teams in ongoing projects and priorities to obtain measurable and sustainable benefitsCollaborate with the sales team to foster revenue growth opportunities, and with the customer success team to develop customer plans and strategies to drive customer adoption and outcomesMaintain awareness of retail trends and competitive offerings to identify and understand best practices in the grocery industryMeet retention, adoption, and growth goals across assigned customers

Job Requirements And Qualifications

6+ years of combined grocery retail industry and account management or retail operational experienceStrong communication, listening and presentation skills and the ability to resolve situations while attaining customer satisfaction at both executive leadership and project level audiencesEmpathetic, positive attitude with a desire to help customers reach their goalsEnthusiastic, results-oriented and creative individual with solid organizational and collaborative skills and comfortable with a fast-paced growth companyDemonstrated desire for continuous learning, improvement and awareness of retail industry trendsAttend all required meetings, training sessions, and company eventsMust be available for travel up to 30-40% of the time

Preferred Qualifications

Bachelor’s degreeExperience with retail technology solutionsProficient with CRM tools such as SalesforceExperience with companies in growth phase

📌 Senior Customer Success Manager (Toronto)
🏢 Upshop
📍 Toronto