SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. We are seeking a Customer Success Manager to join our Customer Success Team and play a key role in managing and expanding the Emerging Market.

In this role, you will manage a growing portfolio of 200+ CPG brands and drive scalable success processes that deliver consistent value. You will leverage up-to-date tools including Claude AI to streamline communications, monitor KPIs, and manage operational tasks efficiently, allowing you to focus on strategic account initiatives and customer retention. Manage a portfolio of 200+ CPG brand accounts (net ships up to $2M), ensuring consistent engagement and positive outcomes through scalable, technology-enabled processes.

Execute standardized onboarding and success planning processes. Monitor account health metrics and adoption indicators to identify at-risk customers and flag escalation needs. Implement adoption campaigns and targeted recommendations to drive product utilization and expand customer engagement.

Contribute to Go-To-Market strategy by gathering customer insights, documenting segment-specific needs, and recommending process improvements for GTM expansion. Track and report on key CS metrics including customer satisfaction, renewal status, adoption rates, and expansion opportunities. High school diploma or equivalent; Bachelor’s degree preferred. ~1-2 years of relevant experience in customer-facing roles (Sales,



Support, Account Management, or similar), or relevant internship/project experience. ~ Familiarity with SaaS business models or experience supporting SaaS customers. ~ Proficiency with CRM systems, spreadsheets, and experience with AI tools (or eagerness to learn). ~ Comfortable with data analysis and tracking metrics; Organized, detail-oriented approach to managing multiple tasks and deadlines in a fast-paced environment. ~ This role follows a hybrid work model, with regular in-office presencerequiredat ourToronto or Rogers, ARoffice.

At SPS Commerce, we are committed to ensuring that each employee’s compensation reflects their unique experiences, performance, and skills in their role. The total annualized on-target compensation range for this position is$65,400- $98,100 CAD.SPS Commerce offers a comprehensive benefits package designed to support employees’ health, well-being, and financial security.

Benefits are country-specific and aligned with local laws and market practices. At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. #

📌 Customer Success Manager - Formation, stage (Toronto)
🏢 SPS COMMERCE
📍 Toronto