Litmus is building the data foundation that powers industrial AI. AI doesn’t work without real-world, contextualized data - Litmus makes that data usable. As AI adoption accelerates, most industrial environments still can’t access or use their operational data.

We’re a growth-stage software company helping manufacturers access, structure, and use real-time data from machines, systems, and sensors at the edge. Our platform sits at the intersection of edge computing, AI, and industrial operations, enabling some of the world’s largest companies to run operations in real time, reduce downtime, and optimize production. Backed by leading investors and trusted by global manufacturers and partners like Google, Microsoft, Dell, Oracle, and Mitsubishi, Litmus is powering the shift toward software-defined manufacturing.

Build the infrastructure that makes industrial AI possible At Litmus, you’ll build the infrastructure that enables real-time data to power AI and machine learning systems in production environments. Work on problems where software meets the real world Most AI systems fail without access to real-world data. We solve challenges at the intersection of distributed systems, real-time data, and industrial constraints — where reliability, scale, and performance are non-negotiable.

You’ll work on systems used by real customers in production, with direct impact on product and company trajectory. Join a high-performance team We’re building a team that holds a high bar and pushes each other to improve. You’ll work alongside experienced operators, engineers, and leaders who have done this before and are building again at scale.

We value empathy just as much as execution, whether that’s in how we build, how we communicate, or how we support each other.

Job Title: Customer Success Account Manager The Customer Success Account Manager is a key customer-facing role within the Litmus Customer Success team who is responsible for customer retention, renewals, adoption, and service value realization.

The Customer Success Account

Manager establishes customer cadence and success planning, drives onboarding and license/subscription renewal activities, manages account health,



and acts as the customer advocate across Litmus to ensure issues, incidents, feature requests, and bug fixes are prioritized and communicated effectively.

The Account

Manager will report to the Vice President of Customer Success and works closely with the Sales Account Executives, Expansion Leads, Project Managers, Application Engineers, Presales Engineers, Support, Finance, the Litmus Partner team, and other Customer Success team members. The role supports enterprise-level expansion efforts where appropriate, and owns services opportunities as defined by account assignment, and ensures clear handoffs, accurate account and partner information, and proactive cross-functional coordination. Own the overall relationship for assigned customers and partners, building strong ongoing relationships with key customer and partner stakeholders and representatives by establish customer cadence, success planning, and proactive customer touchpoints to drive adoption, value realization, retention, and customer stickiness.

Lead post-sale customer onboarding activities including license provisioning and maintenance, and transition from Sales to Customer Success. Act as the primary escalation point for assigned customer tickets, incidents, feature requests, and bug fixes, including setting priority or urgency recommendations and communicating resolution progress. Manage customer health assessments, CSAT actions, account health indicators, adoption data, NPS/CSAT, and other customer survey feedback for assigned accounts.

Manage

Salesforce renewal opportunities, perform license subscription renewal processes, and publish/manage customer license and support renewals, AMC terms, and conditions. Coordinate billing management and payment follow-up with Accounts Receivable and Finance for assigned customer accounts. Identify services opportunities, upsell opportunities,



and project/consulting expansion opportunities Provide input to account strategy and account mapping, maintain site/project account intelligence, and keep Account Executives and cross-functional stakeholders informed of current customer context.

Maintain and execute overall account plans, support technical account planning, and document customer use cases in standard templates for internal visibility and future sales enablement. Oversee customer support contract SLA adherence and ensure customers are notified of new version releases and are guided toward long-term release versions of Litmus software. Drive customer advocacy by requesting and tracking logo usage, references, referrals, case studies, and other advocacy opportunities.

Adhere to and continually improve Customer Success processes, renewal playbooks, onboarding practices, account management systems, and cross-functional coordination. Minimum 7 to 12 years of experience performing in a customer-facing and interactive role with senior customer stakeholders and operational project teams. Excellent communication skills with the ability to manage customer expectations, publish clear meeting notes, and coordinate internal stakeholders.

Strong organizational skills with the ability to manage renewals, escalations, account plans, resource forecasts, and multiple customer priorities at once. Strong negotiation, commercial awareness, and value-based selling skills, with the ability to support upsell, cross-sell, and services expansion opportunities. Ability to work cross-functionally with Sales, Customer Success, Support, Skilled Services, Application Engineering, Project Management, Presales, Litmus Partner team and Finance.

Experience managing customer-facing projects, services engagements, onboarding activities, or implementation coordination. Enjoys solving problems, improving processes, and advocating for customer outcomes.

background in manufacturing software is an asset.

Experience working in Salesforce or similar CRM systems to manage renewals, opportunities, account information, and customer activity.

Reports To: Vice President – Customer Success Litmus is committed to building an inclusive team.

📌 Account Manager / Customer Success Manager (Remote) (Toronto)
🏢 Litmus Automation
📍 Toronto