Customer Success Manager

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    "id": "124",
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      "city": "Toronto",
      "state": "Ontario"
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    "locationType": "2",
    "jobOpeningName": "Customer Success Manager",
    "departmentLabel": "Customer Success",
    "employmentStatusLabel": "Full-Time"
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    "location": {
      "city": "Toronto",
      "state": "Ontario",
      "postalCode": "M5X 1A9",
      "addressCountry": "Canada"
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    "datePosted": "2026-06-19",
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    "description": "<p><span style=\"font-size: 12pt\"><span style=\"font-weight: bold\">Job Description</span></span></p>\n<p> </p>\n<p><span style=\"font-size: 12pt\">The Customer Success Manager will be a critical member of our Canadian team at Sodales Solutions and ensure that the company’s vision of delivering innovative, high-quality SaaS solutions is successfully adopted by our customers. As a key customer-facing role, this position will report to the Director, Customer Success and will be responsible for driving customer satisfaction, product adoption, and long-term retention across assigned accounts.</span></p>\n<p> </p>\n<p><span style=\"font-size: 12pt\"><span style=\"font-weight: bold\">Responsibilities</span></span></p>\n<p> </p>\n<ul>\n<li><span style=\"font-size: 12pt\">Your yearly performance will be measured on customer retention, satisfaction, and successful product adoption across your assigned accounts.</span></li>\n<li><span style=\"font-size: 12pt\">Serve as the primary point of contact for customers, building strong and lasting relationships with key stakeholders.</span></li>\n<li><span style=\"font-size: 12pt\">Provide strategic and operational guidance to customers to ensure they achieve their business objectives using Sodales solutions.</span></li>\n<li><span style=\"font-size: 12pt\">Develop and execute customer success plans aligned with customer goals and company objectives.</span></li>\n<li><span style=\"font-size: 12pt\">Monitor customer health, product usage, and engagement metrics to identify risks and opportunities.</span></li>\n<li><span style=\"font-size: 12pt\">Build alliances with cross-functional teams, including Product, Solution Advisory, Sales, and Support, to ensure seamless customer experiences.</span></li>\n<li><span style=\"font-size: 12pt\">Identify and mitigate risks related to customer churn, ensuring high levels of retention and satisfaction.</span></li>\n<li><span style=\"font-size: 12pt\">Implement strategies to improve customer engagement, adoption, and expansion opportunities.</span></li>\n<li><span style=\"font-size: 12pt\">Foster a customer-centric approach and advocate for customer needs within the organization.</span></li>\n<li><span style=\"font-size: 12pt\">Build strong rapport with internal teams to contribute to acquiring and retaining customers.</span></li>\n<li><span style=\"font-size: 12pt\">Gather and communicate customer feedback to Product teams to support continuous product improvement.</span></li>\n<li><span style=\"font-size: 12pt\">Be a champion of self-learning and knowledge sharing within the team.</span></li>\n<li><span style=\"font-size: 12pt\">Raise customer risks, escalation issues, and account concerns immediately with senior management.</span></li>\n<li><span style=\"font-size: 12pt\">Participate actively in company initiatives and contribute to building Sodales’ market presence.</span></li>\n<li><span style=\"font-size: 12pt\">Learn and enhance knowledge of all product modules and capabilities.</span></li>\n<li><span style=\"font-size: 12pt\">Lead customer training sessions and enablement workshops for new and existing clients.</span></li>\n<li><span style=\"font-size: 12pt\">Act as the first point of contact for customer escalations and ensure timely and satisfactory resolution.</span></li>\n<li><span style=\"font-size: 12pt\">Engage with customers and educate them on industry best practices throughout their lifecycle.</span></li>\n<li><span style=\"font-size: 12pt\">Provide regular updates to leadership regarding customer health, risks, and opportunities.</span></li>\n<li><span style=\"font-size: 12pt\">Actively work on reducing customer escalations and improving overall experience.</span></li>\n<li><span style=\"font-size: 12pt\">Ensure critical customer issues are addressed promptly in collaboration with support teams.</span></li>\n<li><span style=\"font-size: 12pt\">Actively recommend improvements across processes and customer experience functions to elevate Sodales offerings.</span></li>\n<li><span style=\"font-size: 12pt\">Attend key company events and travel as needed.</span></li>\n</ul>\n<p> </p>\n<p><span style=\"font-size: 12pt\"><span style=\"font-weight: bold\">Requirements and Qualifications</span></span></p>\n<ul>\n<li>Bachelor’s degree in Business, Communications, or a related field (required or preferred).</li>\n<li>5-6 years of experience in Customer Success, Account Management, or related field (preferably in SaaS).</li>\n<li><span>Experience in the EHS space is a plus</span></li>\n<li><span>Experience guiding customers through SaaS implementations</span></li>\n<li>Strong interpersonal and relationship-building skills.</li>\n<li>Excellent written and verbal communication skills.</li>\n<li>Strong problem-solving mindset with a proactive approach to customer needs.</li>\n<li><span>Managing technical CRs and a generalized technical understanding is a must</span></li>\n<li>Ability to analyze customer data and usage trends to drive actionable insights.</li>\n<li><span>Ability and curiosity to learn about the vast array of products we serve as well as the industries we engage with</span></li>\n<li>Experience working with cross-functional teams in a fast-paced environment.</li>\n</ul>",
    "compensation": "90000 - 110000",
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    "jobOpeningShareUrl": "https://sodalessolutions.bamboohr.com/careers/124",
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