Who you are

- 1-3 years in customer success, account management or sales roles

- Any experience focused on relationship management and revenue retention/expansion is a plus

- Exceptional presentation, written and verbal communication skills

- Strong organizational, analytical, and Project Management skills

- Ideally, some experience with and desire to work in an agile, start-up/scale-up workplace - a growth mindset is essential

- Comfort managing large books of business and high activity levels while maintaining strong customer outcomes

- Experience in high-volume SMB SaaS, e-commerce, or digitally scaled customer success environments is a strong plus

What the job involves

- We’re looking for a proactive, customer-focused Customer Success Manager to support our rapid growth at Blue J

- Our ideal candidate is excited about building and maintaining meaningful relationships with customers to support Blue J’s expansion

- You understand how helping customers meet their usage goals plays into customer success and retention, and you’re excited about doing whatever you need to do to ensure your accounts have what they need for success

- This role supports a large SMB customer base using a mix of relationship-driven and digital customer success strategies, combining proactive outreach with scalable engagement across your portfolio

- We’re looking for someone curious and collaborative with a knack for sales and growth, and who is excited about playing a key role in supporting Blue J as we scale!

- You'll get to work closely with and learn from our amazing team, see the direct impact of your work in a rapidly growing company,



and be front and centre in the world of Generative AI for professional services

- If this sounds like you, we can’t wait to meet you!

- Managing a high volume portfolio of SMB accounts, becoming a trusted advisor to customers, and prioritizing actions using clear signals and repeatable playbooks

- Achieving identified revenue targets
- Proactively reaching out and maintaining a regular cadence of communication with clients & decision makers to cultivate relationships, ensure retention, and promote expansion

- Establishing and measuring customer goals

- Becoming a product expert and addressing customer inquiries

- Training customers on how to use Blue J platforms, ensuring delivery of value to the customer portfolio

- Identifying risk of churn within your portfolio and taking action to alleviate it

- Designing and executing one-to-many customer success plays (email campaigns, usage nudges, training programs) using segmentation and filtering to support a large SMB portfolio efficiently

- Partnering with Expansion Account Managers to surface qualified expansion opportunities early through structured monitoring of customer signals

The application process

- Step 1: Chat with Nancy, our Talent Acquisition Manager

- Step 2: Meet Rohaan our Director of Customer Success

- Step 3: Present a case study to Rohaan, and Mat, our VP of Customer Success

- Step 4: Wrap up with Ben, our CEO

Benefits

- Comprehensive health benefits
- Education budget for continued learning

- Generous paid time off

- Parental leave

- Social events
- Team-centric environment

- Employee stock options
- Healthy work-life balance

📌 Customer Success Manager (Toronto)
🏢 Blue J Legal
📍 Toronto