Customer Success Manager (CSM)

Department: Sales

Employment Type: Permanent

Location: Greater Toronto Area, Canada

Reporting To: Director, Customer Success

Compensation: $75,000 - $90,000 / year

Description

We are seeking a passionate and results-driven Customer Success Manager to manage and grow a portfolio of key clients. You will act as the primary point of contact for our customers, ensuring their success through personalized support, proactive account management, and optimized use of our products and services.

In this role, you will combine customer service excellence with strong commercial acumen-identifying growth opportunities, managing contract renewals, proposing upsell solutions, and strengthening client relationships to maximize the commercial value of your portfolio.

This role combines outstanding customer service with strong business insight, offering an opportunity to influence customer success while contributing to revenue growth.

What that means day-to-day:

• Develop and maintain strong, long-lasting relationships with a portfolio of key clients, ensuring satisfaction, loyalty, and account retention.
• Act as a trusted advisor to clients, providing strategic insights to guide business decisions, product development, and service improvements.
• Monitor industry trends, competitor activity, and market changes to proactively anticipate client needs and recommend tailored solutions.
• Proactively manage account health by assessing satisfaction, resolving issues quickly, and optimizing the overall customer experience
• Serve as the primary point of contact for assigned accounts, maintaining regular and responsive communication via email, phone, and virtual meetings.
• Ensure accurate and thorough record-keeping in the CRM to support reliable reporting and transparent customer interactions.
• Collaborate closely with Sales, Product, and Technical teams to resolve escalations and deliver seamless customer support.
• Lead customer onboarding, conduct training sessions, and create resources to help clients maximize the value of our products and services.
• Identify and leverage upsell and cross-sell opportunities to drive account growth and revenue.
• Prepare and present clear reports on account status, product usage, and actionable recommendations for clients and internal stakeholders.
• Manage escalations efficiently in line with company SLAs, maintaining client trust and satisfaction.

What you'll need to be successful:

• 2-5 years of proven experience in customer relationship management or customer service in a B2B environment
• Excellent communication skills and the ability to build long-term relationships with clients at various organizational levels
• Strong results orientation with solid analytical and problem-solving abilities
• Good understanding of compliance, supplier management, or health & safety issues (an asset)
• Knowledge or experience with similar platforms (compliance, supplier management, GRC) is a plus

What you'll get in return:

Veriforce has a hybrid workplace policy. We want you to be able to do your best work here. We emphasize providing many ways to support our team to do their best work, and believe that if you look after your people, they look after everything else!

Personal Health & Wellbeing

> Integrated mental health & wellbeing support

>🌴 Vacation - starting at 3 weeks

>💟 Wellness Days & Annual Giving Day - an extra to give back to yourself or your community

>🩺 Comprehensive medical and dental coverage

> 😴 End of the year, company-wide shut down for you to relax and recharge

Future Planning

>🏫 LinkedIn Learning License for upskilling & development

Interested but don't feel you meet all the requirements?

Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we consider applications that might not meet all the criteria, but have the aptitude and capability, nonetheless. Our priority is to ensure we set people up for success. We will make a final call based on our determining whether we can offer the necessary support to upskill or provide the developmental support needed for you to get the best out of this opportunity with us!

What you can expect if you apply:

• A response to your application within 15 working days
• An interview process consisting of:
• An initial discovery call with the recruiter
• A first stage interview via Microsoft Teams
• Additional interview with the stakeholders you'll be working with closely in the role

We're keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.

Compensation: The expected salary range for this role is $75,000 - $90,000 CAD + Variable annually, based on experience, skills, and qualifications.

Role Context: This opportunity is a new role created to support our team's continued growth and success.

Use of AI in Hiring: We do not use

We're excited to connect with candidates who share our values and are passionate about making an impact. If this role feels like a good fit, we'd love to hear from you.