Customer Success Manager, Mid-Market & EnterpriseSalary: $80,000 - $100,000
Department: Customer Success
Reports To: Senior Manager, Customer Success
Location: Thornhill, ON (Hybrid)
Role Type: Permanent, Full-Time
About the Role: We are looking for a strategic and proactive Mid-Market & Enterprise Customer Success Manager to own a portfolio of customers and help drive long-term adoption, retention, and growth.
In this role, you will act as a trusted advisor to your customers, developing a strong understanding of their business goals and helping them maximize the value of the WellnessLiving platform. You will proactively manage account health, identify risks and growth opportunities, lead renewal and expansion conversations, and build strong relationships with stakeholders at all levels.
You will also use customer data, AI-powered tools, and automation to prioritize your portfolio, scale engagement, and ensure customers receive consistent, high-value support without sacrificing relationship quality.
Responsibilities:Strategic Customer Management- Own the health and success of an assigned customer portfolio, proactively identifying risks, opportunities, priorities, and next steps.
- Build trusted relationships with customers and senior stakeholders by understanding their business goals and connecting WellnessLiving solutions to measurable outcomes.
- Drive product adoption and long-term value through strategic recommendations, business reviews, roadmap discussions, and outcome-focused engagement.
- Own complex customer escalations end-to-end, partnering cross-functionally to resolve issues and strengthen customer relationships.
Retention & Growth- Own renewal conversations and defined Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets across your portfolio.
- Identify and pursue expansion opportunities based on customer needs, product usage, and demonstrated business value.
- Use customer health, usage, engagement, and feedback data to proactively identify churn risks and growth opportunities.
- Partner with customers to increase platform adoption, strengthen retention, and maximize the value they receive from WellnessLiving.
Scalable Portfolio Management- Use AI, automation, customer health signals, and prioritization frameworks to efficiently manage your portfolio and ensure no customer is overlooked.
- Balance high-touch engagement for strategic accounts with scalable digital touchpoints and one-to-many programs where appropriate.
- Collaborate with Support, Product, Sales, Onboarding, and Engineering to improve customer outcomes and share meaningful customer insights.
- Maintain accurate and up-to-date account information in Zoho CRM to support strong internal visibility and coordination.
Skills & Qualifications:- 5+ years of customer-facing experience, including at least 3 years in Customer Success, Account Management, or a retention-focused SaaS environment.
- Proven experience managing a diverse customer portfolio and prioritizing accounts based on customer needs, risk, value, and business impact.
- Demonstrated ownership of retention, renewals, and expansion outcomes, including Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets.
- Strong business acumen with the ability to understand customer business models and connect product capabilities to business goals, KPIs, and ROI.
- Excellent relationship-building and communication skills, with the confidence to work with stakeholders ranging from day-to-day users to senior and executive leaders.
- Strong analytical and problem-solving skills, with experience using customer health, usage, engagement, and feedback data to identify risks and opportunities.
- Highly organized and able to manage multiple priorities, customer initiatives, and renewal milestones without sacrificing quality or follow-through.
- Comfortable using CRM systems, analytics tools, automation, and AI-powered technology to manage customer engagement efficiently at scale.
- Consultative, adaptable, and solution-oriented, with the ability to navigate complex customer situations and influence positive outcomes.
Nice to Have- Experience with Zoho CRM, Jira, or Customer Success platforms such as Gainsight, ChurnZero, or Totango.
- Experience using AI-assisted workflows, automation, or customer health scoring tools within a Customer Success environment.
- Post-secondary education in Business Administration or a related field; Customer Success certifications are an asset.
Why Work With Us? - Join a passionate, fast-growing team focused on making a meaningful impact in the Fitness & Wellness industry.
- Enjoy a competitive compensation package, including vacation and benefits.
- Benefit from a flexible hybrid work environment with opportunities for professional growth and development.
- Be part of a collaborative culture that values creativity, innovation, and continuous learning.
Please note that only those selected for an interview will be contacted.
We appreciate you taking the time and look forward to reviewing your application!
