Customer Success Manager

Our client is a third-party logistics (3PL) provider specializing in the healthcare and industrial chemical sectors. As they continue to grow, they are seeking a proactive and relationship-driven Customer Success Manager to join their team. They are looking for someone that has experience within the pharmaceutical industry.

Position Overview:

The Customer Success Manager will manage a portfolio of approximately 30–40 client accounts, serving as the primary point of contact to ensure service excellence, issue resolution, and long-term client satisfaction. This role is both strategic and hands-on, focused on strengthening relationships, managing escalations, identifying growth opportunities, and supporting operational excellence.

Key Responsibilities

- Manage and nurture relationships across 30–40 customer accounts
- Serve as the primary escalation point for client concerns and service issues
- Proactively communicate with clients to ensure performance expectations are met or exceeded
- Conduct Quarterly Business Reviews (QBRs) and ongoing performance meetings
- Represent Our client at industry trade shows and client events
- Collaborate with operations, compliance, and leadership teams to ensure seamless service delivery
- Identify and help uncover additional sales or cross-sell opportunities within existing accounts
- Prepare reports, analyze KPIs, and maintain detailed spreadsheets with relevant customer and operational data




- Support continuous improvement initiatives and customer retention strategies
- Assist customers with escalations, information requests and provide ongoing support.
- Assist in worksheets for quoting.
- Pharmaceutical Industry awareness and trending focused on B2B interface.
- Identify, qualify, and build new business relationships with customers and prospects.
- Build a strong communication network with customers through phone, prompt email follow up and in person visits.
- Maintain CRM database of customers and prospects.

Qualifications

- Experience within the logistics or 3PL industry is required
- Robust understanding of supply chain operations, preferably within healthcare or industrial chemical sectors
- Proven experience managing multiple client accounts simultaneously
- Experience handling escalations and resolving complex service challenges
- Strong analytical skills with the ability to manage and interpret data using spreadsheets
- Excellent communication and presentation skills
- Comfortable attending trade shows and traveling as required
- Valid passport required

What We’re Looking For

We are seeking someone who is:

- Relationship-driven and client-focused
- Organized and able to manage multiple priorities
- Comfortable working in regulated environments
- Commercially minded with the ability to identify growth opportunities
- Calm and solutions-oriented under pressure

This role uses AI‑assisted tools to support initial screening.

📌 Customer Success Manager - toronto
🏢 Pivotal Integrated HR Solutions
📍 Toronto