- Own and develop relationships across a portfolio of strategic customers

- Build success plans aligned to customer business outcomes

- Drive customer adoption, maturity, and long-term value realization

- Conduct Executive Value Reviews and strategic planning sessions

- Engage confidently with Director, VP, and executive-level stakeholders

- Translate operational outcomes into measurable business impact

- Identify, position, and develop cross-sell and upsell opportunities

- Partner with Account Executives and Renewals teams to drive expansion and retention

- Maintain accurate account forecasts and plans

- Collaborate closely with Product, Support, Skilled Services, Sales, Renewals, Finance, and Leadership teams

- Advocate for customer needs and influence internal priorities

- Leverage AI and modern productivity tools responsibly to improve customer outcomes and effectiveness

- Maintain high standards of CRM hygiene, forecasting accuracy,



account planning, and customer documentation

- Contribute best practices that improve team performance and scalability

Benefits

- Robust health coverage

- Extended parental leave

- Generous paid time off

- Accelerated learning paths

- Team Wellness Initiatives
- Company-wide Events

- Employee Resource Groups
- Recognition awards- Proven success managing complex mid-market and enterprise customer relationships

- Experience owning renewal, retention, adoption, and expansion outcomes

- 5+ years of experience in Customer Success, or a related SaaS customer-facing role

- Demonstrated ability to engage senior stakeholders and executive sponsors

- Strong experience leading strategic business reviews or Executive Value Reviews

📌 Senior Customer Success Manager (NAM) (Toronto)
🏢 ECOONLINE
📍 Toronto