59 Customer Operations jobs in Richmond Hill

Job Description

Salary:

We are looking for a dedicated Customer Success Manager to join our team and ensure our customers achieve their desired outcomes with our products and services. The ideal candidate will have a strong background in customer success, excellent communication skills, and a passion for building lasting relationships.

Key Responsibilities:

• Develop and maintain customer relationships: Proactively engage with customers to understand their needs and ensure they are fully utilizing our products.
• Onboard new customers: Guide new customers through the setup process and ensure a smooth transition.
• Monitor customer health metrics: Track customer usage and satisfaction to identify areas for improvement.
• Provide product support: Assist customers with technical issues and provide solutions to enhance their experience.
• Collaborate with internal teams: Work closely with sales, marketing, and product teams to align customer needs with business goals.
• Drive customer retention: Implement strategies to increase customer loyalty.
• Gather customer feedback: Collect and analyze feedback to inform product development and improve service quality.

Requirements:

• Proven experience as a Customer Success Manager or similar role.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities.
• Proficiency in customer success software and tools.
• Ability to work under pressure and manage multiple tasks.
• Bachelor's degree in Business Administration, Marketing, or related field.

Benefits:

• Competitive salary and benefits package.
• Opportunities for professional development and growth.
• Friendly and supportive work environment.

Job Description

Customer Success Manager

Location: Toronto, ON (In-office minimum 4 days/week)
Type: Full-Time

About TitanFile

TitanFile is the leading secure file sharing and client collaboration platform built for
professionals. Our clients — including top law firms, financial institutions, and enterprises — rely
on us to share sensitive information seamlessly, compliantly, and with confidence.

Trusted by regulated industries, we’re known for our uncompromising approach to security,
performance, and user-centric innovation. As we scale, we’re looking for a Customer Success
Manager (CSM) to strengthen relationships with our most strategic clients and drive long-term
growth and retention.

The Opportunity

As a Customer Success Manager, you’ll be a trusted advisor to a portfolio of mid-market and
enterprise clients. You’ll lead onboarding, adoption, and executive engagement while
proactively managing renewals and uncovering upsell opportunities. You’ll interface with
stakeholders across legal, compliance, and IT — often at the C-level.

This is a high-impact role with both strategic and commercial accountability. You should be
comfortable traveling to the U.S. for onsite sessions with high-touch clients.

Key Responsibilities

Revenue Growth & Retention
● Own a book of business with mid market and enterprise client
● Lead all aspects of the customer lifecycle: onboarding, adoption, QBRs, renewals, and
expansion
● Execute sales-aligned talk tracks to uncover and close upsell opportunities
● Drive strong Net Revenue Retention (NRR)

Data-Driven Customer Engagement
● Build and deliver usage reports and ROI stories using Excel and PowerPoint
● Run QBRs with actionable insights tailored to each stakeholder group
● Identify and address underutilization with scalable engagement strategies

Stakeholder Management & Advocacy
● Build deep relationships with IT and business stakeholders
● Engage with C-level executives to reinforce strategic alignment and ROI
● Be the voice of the customer internally to influence product and support roadmaps

Onboarding & Enablement
● Deliver white-glove onboarding tailored to industry-specific workflows and security needs
● Ensure clients are successfully set up for long-term success
● Support training and best-practice enablement across departments

Cross-Functional Collaboration
● Work closely with Sales, Product, and Support teams to deliver a cohesive experience
● Surface client feedback and influence roadmap priorities
● Help evolve internal playbooks for managing complex customer journeys

What You Bring

Experience
● 3–5 years in B2B SaaS Customer Success or Account Management
● Managed enterprise clients with multiple stakeholders
● Direct ownership of a multi-million dollar portfolio
● Hands-on experience working with IT teams
● Proven ability to upsell, retain, and expand in a high-touch environment
● Comfortable conducting in-person meetings and traveling to the U.S.

Skills
● Strong commercial acumen with confidence in sales-driven conversations
● Advanced proficiency in Excel and PowerPoint for reporting and presentation
● Outstanding communication skills across technical and executive audiences
● Tech-savvy, with an aptitude for learning and storytelling
● Self-starter who thrives in fast-paced, high-accountability environments

What We Offer
● High-ownership role managing strategic clients in regulated industries
● Competitive salary and bonus
● Generous vacation and comprehensive health & dental benefits
● Join a fast-growing Canadian tech company
● A culture built around customer obsession and collaboration

Why Join Us
Our team is made up of high-performing professionals and we work towards solving two of the
biggest challenges in the digital age: communication and privacy. We provide opportunities to
build a career and grow professionally; there is no limit to what you can accomplish here! Does
this sound like the perfect opportunity for you? Apply today to join our outstanding team!
TitanFile is an equal opportunity employer. Please reach out to for
accommodations in the hiring process.

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Job Description

Description

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.

At CDW, we highly value the energy and commitment you bring to your job every day. Our Customer Success Manager (CSM) role is an exceptional opportunity for a motivated, self-starter to grow and advance their career at an innovative, multi-billion-dollar Fortune 200 leader. The number one name in Canada for IT solutions, we’re driving meaningful technological change for companies in virtually every industry.

As CSM your focus will be to own key customer relationships, ensuring that service delivery is entirely consistent with customer expectations and our service guarantees. We require a proactive resource who understands both their client’s and CDW’s business and technological needs. You will work closely with the technical teams, account teams and project managers to monitor all activity regarding the key customers under your assignment and ensure quality communications and deliverables from CDW to them.

What you’ll do:

• Be accountable for all aspects of service delivery to the 3-12 clients assigned to you
• Establish trusted/strategic advisor relationship with clients and drive continued value of our solutions
• Establish and drive the governance model to monitor service deliverables and improvement opportunities (customer meetings, roadmap sessions, project calls, customer health checks, SLA reporting, financial oversight)
• Work with customers to establish critical goals and KPI’s I.e., Customer Success Planning
• Be aware of all incidents, projects and activities that CDW’s Managed and Professional Services are engaged in for your assigned customers
• Be customer advocate, bringing topics of interest and concern to leaderships attention before the customer’s business is impacted
• Participate in the continuously improve processes (CSI) process

What we expect of you:
Must-have:

• College or University Degree in a relevant field (Computer Science, Management Information Systems) or comparable work experience
• 5+ years in a service delivery role, preferably managing staff in a service provider environment, helpdesk or call center
• ITIL foundations certification
• B2B relationship intelligence, including an ability to read and understand contractual obligations, service level agreements and scope definition
• Proven ability to execute multiple tasks efficiently and effectively. Must be able to delegate effectively and have ability to provide deliverables on time and on budget
• The ability to drive successful change by motivating and influencing others not in a direct reporting capacity
• Excellent presentation skills - must be comfortable talking to teams from engineering level upwards to C-level
• Technical certifications (current within the last 5 years) from any of the following vendors:  Cisco, EMC, Palo Alto, Checkpoint, F5, RSA, Linux, VMware, Microsoft

Nice-to-have:

• Advanced ITIL Certification at the Practitioner or higher level
• Lean/Six Sigma Belt Certification at the Green Belt or higher level
• Business Relationship Management Professional Certification (BRMP)
• Ability to obtain and maintain Canadian Security clearance
• Bilingual in French and English, written and oral

Pay range: $ 70, 000- $85, 000, depending on experience and skill set

At CDW, we strive to offer market-competitive total rewards packages to attract and retain talent. As such, we are committed to pay transparency and ensuring fair compensation for all our coworkers. Each of our roles is assigned a salary range that is informed by multiple sources of market data. We determine individual pay within a given range based on a candidate's prior experience, knowledge, skills and abilities. This approach allows us to offer competitive and equitable salaries that reflect the value and responsibilities of each role at CDW.

We make technology work so people can do great things.      

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.    

Job Description

Salary:

We are looking for a dedicated Customer Success Manager to join our team and ensure our customers achieve their desired outcomes with our products and services. The ideal candidate will have a strong background in customer success, excellent communication skills, and a passion for building lasting relationships.

Key Responsibilities:

• Develop and maintain customer relationships: Proactively engage with customers to understand their needs and ensure they are fully utilizing our products.
• Onboard new customers: Guide new customers through the setup process and ensure a smooth transition.
• Monitor customer health metrics: Track customer usage and satisfaction to identify areas for improvement.
• Provide product support: Assist customers with technical issues and provide solutions to enhance their experience.
• Collaborate with internal teams: Work closely with sales, marketing, and product teams to align customer needs with business goals.
• Drive customer retention: Implement strategies to increase customer loyalty.
• Gather customer feedback: Collect and analyze feedback to inform product development and improve service quality.

Requirements:

• Proven experience as a Customer Success Manager or similar role.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities.
• Proficiency in customer success software and tools.
• Ability to work under pressure and manage multiple tasks.
• Bachelor's degree in Business Administration, Marketing, or related field.

Benefits:

• Competitive salary and benefits package.
• Opportunities for professional development and growth.
• Friendly and supportive work environment.

Job Description

JOB TITLE: Customer Success Manager 

DEPARTMENT: Customer Success 

REPORTS TO: Senior Manager, Customer Success 

JOB STATUS: Full Time (Salary & Variable Pay) 

LOCATION: Onsite (PEI) or Remote (Canada) 

About Kindsight:

Kindsight builds technology that helps nonprofits make a difference. For decades, Kindsight has supported the education, healthcare, and nonprofit sectors with fundraising tools and the largest charitable giving database on the market. And as the giving sector evolves, so does Kindsight. As the leader in fundraising intelligence, Kindsight leverages real-time data and AI to help thousands of organizations around the world identify, manage, and engage with donors—at any scale. Kindsight's ascend is a purpose-built constituent management software that corrals all of that donor information and campaign tracking into one place. Kindsight's iwave is a  donor prospect research tool that offers proactive insights and real-time donor intel, with 1.5 billion wealth and philanthropic records. Meanwhile, Kindsight's generative AI builds campaigns and creates personalized, meaningful content drafts at scale—in your unique voice and tone. Kindsight's Fundraising Platform pulls all this functionality into one place, offering the first and only fundraising CRM  with built-in donor scores and insights, powered by data from trusted external sources.

Position Summary: 

Our Customer Success Managers play a pivotal role in ensuring the satisfaction, retention and growth of the Kindsight customer base.  They are primarily responsible for supporting our customers in achieving value  by  understanding  their  needs  and  objectives,  building  strong  relationships  and  delivering  an outstanding  experience.   Our  CSMs  monitor  customer  adoption,  analyze  data  to  identify  trends  and insights,  and  provide  strategic  guidance  to  help  customers  achieve  their  desired  outcomes.  Ultimately, Customer  Success  Managers  are  dedicated  to  maximizing  the  value  that  customers  derive  from  the company's products or services, driving long-term success for both the customers and the company. 

What You'll Do: 

•  Build and maintain strong relationships with customers, serving as their trusted advisor and advocate within the company. 

•  Drive customer retention and growth among our customers by understanding their needs and objectives and helping them achieve their desired outcomes and success in their mission  

•  Onboard new customers smoothly, ensuring they have a seamless transition to our products. 

•  Proactively monitor customer usage and satisfaction, analyzing data and feedback to identify trends and insights to enable successful adoption of our products  

•  Maintain a regular cadence of communicating with customers to provide expert coaching to customers to enable them to maximize the value they derive from our products 

•  Identify opportunities to upsell or cross-sell additional products or services to customers, driving revenue growth. 

•  Identify at-risk customers and develop strategies to mitigate churn, including proactive outreach and  intervention.  

•  Create positive experiences for customers that drive a positive Net Promoter Score (NPS) 

• Identify opportunities for customers to act as Kindsight advocates to provide testimonials, case studies and references.   

•  Marshall resources across the iWave teams as needed to support customers’ needs 

•  Represent the voice of the customer to better inform our sales process and product roadmap 

•  Some travel to conferences and customer sites may be required 

What We're Looking For: 

•  Bachelor's degree in business administration, marketing, communications, or a  related  field  (or  equivalent experience). 

•  3+ years in Customer Success, Relationship Management, Account Management in a  SaaS environment 

•  Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers at all levels. 

•  Strong problem-solving abilities, with a proactive and resourceful approach to addressing customer needs and challenges. 

•  Analytical mindset, comfortable working with data to derive insights and make data-driven decisions. 

•  Detail-oriented and organized, with the ability to manage multiple customers and projects simultaneously. 

•  Proven success in driving customer retention and expansion   

•  Familiarity with Salesforce, Gainsight, MS Office and Google Suite 

•  Passion for delivering exceptional customer experiences and driving long-term customer success. 

•  Experience working with and a passion for non-profit organizations 

•  Empathetic, positive attitude with a desire to help our customers reach their goals 

•  Results-driven mentality, with a bias for speed and action 

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Job Description

Valorx is looking for a Custom Success Manager to partner with our customers post-sale to drive adoption and ensure customer satisfaction, growth, and retention.
Here’s what you’ll be doing:

• Proactively own and manage the success of customers.
• Work with customers to align partnership expectations, build and execute onboarding plans.
• Collaborating with other business functions to ensure client success. For example, you will work closely with Sales, Business Development, Support, Marketing and Product teams.
• Managing a book of existing clients, taking responsibility for securing retention as well as driving growth.
• Partner with the greater sales team to develop and execute a plan for driving results within your customers, working collaboratively to secure successful renewals and expansions.

• 3+ years’ experience in an Account Management or Customer Success role.
• B2B sales experience (SaaS preferred)
• Strong writing, strategic thinking, ability to prospect efficiently, and strong planning skills.
• Ability to adapt, or willing to learn how to develop a growth mindset.
• Motivated with a competitive drive, eager to learn, and humble.
• A proven track record of renewals achievement.

• Strong network within the Salesforce ecosystem
• Experience in the SaaS/Cloud space a big plus

• Competitive salary
• Empathetic and collaborative culture that embraces diversity.
• Professional development and substantial growth opportunities
• Creative freedom and the ability to make a mark in our company.
• Flexible working hours

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Job Description

Salary:

Avidbots is a pioneering leader in the field of robotics, dedicated to developing cutting-edge autonomous cleaning solutions for commercial and industrial environments. Our mission is to revolutionize the way cleaning and maintenance tasks are performed by introducing innovative, efficient, and sustainable robotic technologies. Avidbots is committed to delivering intelligent and autonomous robotic solutions that not only enhance operational efficiency but also promote a cleaner and healthier world.

Our groundbreaking autonomous cleaning robots, specifically the Neo 2 and Kas, are redefining the cleaning industry by offering state-of-the-art technology, advanced navigation, and data-driven insights to businesses across the globe. These robots are designed to perform tasks such as scrubbing and sanitization, and maintain cleanliness in a wide range of industries, including airports, shopping malls, warehouses, retail, and more.

Headquartered in Kitchener, ON, Canada, we are an employee-focused organization that has been certified a Great Place to Work consecutively for the last 5 years and one of Deloitte's Fast 500 (2021).

About this role:

We are looking for a Customer Centric individual to come join our Customer Success team at Avidbots. Companies that run warehouses, retail stores, airports, hospitals, schools have automated the cleaning of their facilities using our autonomous robots. The core mission of this role is to work with these customers to better understand their needs and deliver for them a solution that gets the job.

How you will make a difference:

• Lead Customer Onboarding by understanding the goals/success criteria of the customer and ensuring the company (various teams including deployment, tech support, CPG, RA, and field service) deliver an autonomous cleaning solution that hits their goals
• Keep Customers Successful by proactively measuring their usage and account health and if needed working with various teams to deliver a plan to get back on track
• Handle Subscription Renewals and Robot Relocations
• Provide Ongoing Refresher Training on the Avidbots Command Center as needed
• Prepare for and deliver QBRs with clients to go over their usage, successes, challenges and solutions

• Product Feedback Gather and relay customer feedback to the product team, helping inform development priorities and feature enhancements.

Key Skills and Qualifications:

• 3+ years of experience in a Sales and/or Customer Success role, preferably in the tech industry
• Ability to build and maintain great relationships with multiple customers
• Experience using Salesforce or a similar CRM
• Strong verbal and written communication skills
• Data Driven and analytical
• Ability to travel when required

Nice to Have:

• Experience identifying renewal or expansion opportunities

***Applicants must be currently authorized to work in Canada for any employer

Avidbots is an equal opportunity employer committed to building a diverse workforce. As a multicultural organization, we encourage individual achievement and recognize the strength of a diverse workforce. We are a diverse Canadian company founded by international students, and we are proud of the strengths our diversity brings. We hold our executives to the same standards as all of our employees, and we believe work should be a safe space for all. Avidbots has an absolutely zero tolerance policy for discrimination or hate against members of any race, religion or sexual orientation. We also offer a professional working environment and culture and believe that work / life balance is critical to ensure the happiness/well-being of our people.

Upon request, Avidbots will provide reasonable accommodation for applicants with disabilities throughout the recruitment and selection process.

Job Description

About PathFactory

PathFactory is a content intelligence platform that helps B2B marketing, sales, and support teams create personalized content experiences for their buyers. It uses AI to track user behavior and recommend the most relevant content to each individual. With our proprietary content intelligence data, we provide insights into how buyers are engaging with content, helping you optimize your content strategy, and connect with your buyers in a more personalized and meaningful way to drive pipeline and revenue.

PathFactory has been recognized by Deloitte as one of North America’s 2020 Technology Fast 500 companies. PathFactory was also named the 2023 Top-Rated Content Marketing Software by TrustRadius, a 2023 Content Experience Leader by G2, and a Cool Vendor in Technology Marketing by Gartner.

Visit PathFactory.com to see how we can supercharge your ABM, Partner Marketing, Web Personalization and Sales Interactions.

Position Summary

The Customer Success Manager is responsible for managing a portfolio of high-value enterprise and commercial accounts, ensuring they realize the value of their investment in PathFactory. While onboarding is managed by a separate team, the Customer Success Manager ensures that customers receive immediate value through the successful delivery of use cases defined during implementation. The Customer Success Manager collaborates closely with Account Directors for renewals and expansion opportunities and engages with various departments, including Demand Generation, Content Marketing, Marketing Operations, and IT.

Key Responsibilities

• Manage a portfolio of enterprise and commercial customers, ensuring they achieve value from PathFactory’s platform by leveraging the use cases constructed during the onboarding process.
• Drive product adoption and engagement by collaborating with marketing functions such as ABM, Demand Generation, and Content Marketing, as well as IT.
• Conduct Strategic Check-ins to review progress, discuss goals, and reinforce the value PathFactory provides to the organization.
• Work closely with Account Directors to align on renewal and expansion strategies by demonstrating the ongoing value of the platform.
• Proactively monitor account health, usage, and engagement metrics to identify potential risks and take corrective action.
• Serve as a product expert and advocate, ensuring customers are aware of new features, best practices, and ways to optimize their use of PathFactory.
• Collaborate with internal teams, including Product, Support, and Solutions Engineering, to resolve customer challenges and ensure a consistent experience.

Requirements

• 3+ years of experience in Customer Success or Account Management, with a focus on enterprise and commercial customers.
• Ability to work strategically with multiple departments, including marketing and IT, to drive product adoption and customer value.
• Proven ability to manage multiple accounts in a fast-paced SaaS environment.
• Strong relationship management skills and the ability to engage with management and individual contributors across the customer organization.
• Familiarity with the Martech industry is a plus.

Excited about the prospect of this role but don’t meet all the requirements mentioned? Don’t hesitate to apply! We are eager to learn more about you and discover whether you could be a great fit at PathFactory. 

Location

PathFactory is a remote-first company and will consider qualified applicants located anywhere in Ontario.

Our Interview Process

We know that looking for a new role can be both exciting and time-consuming, and we want to thank you in advance for taking the time to apply to PathFactory. To help you understand our interview process, please see the potential next steps below:

• 30-minute (audio) screening call with a member of our HR team to give you a better insight into the role and PathFactory as well as give us a chance to learn more about your unique experience and skill set.
• 45-minute (video) interview with our hiring manager to discuss your experience in-depth and give you the chance to learn about the manager’s leadership style and the expectations of the role.
• A take-home assignment for you to showcase your experience and problem-solving skills!
• 60-minute (video) team interview! This will give you an opportunity to walk the team through your assignment as well as an exciting chance for you to meet with potential colleagues on the CX team.
• 30-minute (video) interview with our Chief Customer Officer as a final step in the process to get to know our leadership and get a sense of the direction of our organization.

Why Work at PathFactory?

This is where we get to boast a little about why we’re awesome and why it would be awesome for you to work with us. PathFactory is a fast-growing, innovative marketing technology company with a corporate culture that values individuality and diversity. We work hard and play hard and we do both with passion and respect for one another. Our company promotes a fast-paced, fun, friendly, and highly collaborative work environment. PathFactory’s leadership is transparent, approachable, and committed to the growth of each and every team member. Weekly all-hands meetings, company events, and an Employee of the Quarter Award for the team member who best embodies our values – these are all cherries on top of the PathFactory cake!

What we offer:

• Time to recharge - Enjoy 4 weeks of paid vacation, accrued throughout the year, to promote a healthy work- life balance.
• Comprehensive benefits - Generous medical, dental, and vision coverage, along with the option to participate in the company GRSP through WealthSimple.
• Give back to your community - Take advantage of 2 paid Volunteer Time Off (VTO) days per year to support causes that matter to you. 
• Recognition that matters - Celebrate achievements, recognize peers, and earn rewards through Props, our employee recognition program. 
• Continuous learning - Expand your expertise with “DevTalks”, featuring insights from global thought leaders

Don’t forget to check out our TrustRadius and G2 Crowd reviews to hear from our customers too.

Interested? We’d love to hear from you.

If you believe you have the right stuff, apply below. Attach your resume and a short cover letter telling us why you are the right person for this job! We are marketers, not HR people, so feel free to let a bit of your personality come through.

PathFactory is an equal-opportunity employer.

It prohibits discrimination based on age, colour, disability, national origin, race, religion, sex, sexual orientation, and any other legally protected class in accordance with applicable federal, provincial, and local laws. PathFactory is committed to creating and maintaining an inclusive and accessible workplace. If you are contacted for an interview and require accommodation during the interviewing process, please let us know.

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