Customer Success Manager

OverviewCome join our Customer Success team High velocity, high intensity, high trust, high bar, high impact, and a will to win. We are seeking a Customer Success Manager (Canada) who leads with humility, pursues audacious goals, and is motivated by meaningful impact on people and the world. At FutureFit AI, our core mission is to help more people get to better jobs faster and cheaper, with a focus on those facing barriers to opportunity. Our AI-powered platform brings efficiency and insight to workforce development, replacing outdated systems and unlocking human potential at scale. Ready to make an impact? Apply today.Important note: Data shows that men typically apply when meeting 3/10 requirements, while women often wait until it’s 10/10. We encourage you to apply if you see a strong (not necessarily perfect) fit. Your RoleWe’re seeking a Customer Success Manager (Canada) to join our team and take charge of a portfolio of Canadian customers. You’ll be the driving force behind their success on our platform, building lasting partnerships that fuel retention, growth, and expansion. What You’ll Own Build Relationships: Develop and maintain strong ties with customer stakeholders. Act as their main point of contact and build trust through timely, proactive communication. Support Customers: Lead customers through implementation and ongoing success. Coordinate with teammates across Customer Success, Growth, Product, and Engineering to deliver results. Drive Adoption: Guide customers on how to get the most from the platform, whether that’s upskilling job seekers, improving staff capacity, or solving talent shortages. Grow Product Expertise: Stay current on new features and updates. Share best practices, host feedback calls, and help customers tailor the platform to their needs. Renewals and Growth: Identify renewal and upsell opportunities early. Partner with Sales to expand accounts and drive long-term value. Voice of the Customer: Translate customer needs into insights that shape our roadmap. Ensure feedback is not just heard but acted on across the company. Required Experience Proven ability to manage customer relationships and build long-term trust with key stakeholders. Track record of solving complex problems with structured thinking and a focus on outcomes. Experience leading customer meetings and communicating clearly with executives, staff, and technical teams. Background in managing multiple projects at once, keeping timelines, deliverables, and stakeholders aligned. Exposure to strategic planning, connecting daily work to broader customer and business goals. Experience handling sensitive conversations in a way that balances empathy with accountability. Ability to create effective presentations that simplify complex ideas for a range of audiences. Bonus Points Comfort interpreting data and metrics to surface insights that inform adoption, renewals, and product feedback. The ideal candidate will have at least one of the following: Consulting experience; Utility player at a technology and/or impact start-up of under 100 team members; Workforce development experience; Customer success or sales experience. Tools We Use Product Comms: Intercom Internal Comms: Slack, Canny, Clarify, Miro Design: Lovable, Figma, Canva Analytics: Heap, Looker Your EducationYour alma mater isn’t our focus. Your grit, hunger, and drive are. If you learn continuously, tackle challenges head-on, and know your strengths and gaps intimately—you’re our person. LocationThis role is open to candidates living in Toronto, with 1-2 days a week in-office. Our office is located at 325 Front St West (near Union Station). The team currently comes in on Wednesdays. Travel ExpectationsAlthough this role is remote, you may be expected to travel up to once per quarter. CompensationThe base salary range for this role is $80,000-$120,000. This range reflects the varying levels of expertise and responsibilities that will be determined through the interview process, based on applied experience and other criteria established by the hiring committee. Hiring JourneyOur hiring process is designed to help you assess whether this role and our culture are the right fit based on your skills, mindset, and experiences. We move fast and work with intensity, so you should get a real sense of that from the start. The journey may include: Online Application Initial Screen with Director of People & Culture Interview with Hiring Manager Performance Challenge Performance Challenge presented to Panel Final 1:1 Interviews Final Decision Generally, this entire process takes around 6 weeks, though timing can vary by candidate circumstances. Company Snapshot Team: 30-50 across US and Canada (hubs in NYC and Toronto) Customers: Workforce development agencies and intermediaries, government agencies, employers Industry: SaaS/AI technology Funding: Bootstrapped 0-1, then raised funding led by JP Morgan Structure: Growth, Customer Success, Product, Engineering, Data, People & Culture, Finance & Operations Our Core Principles Be Curious Drive to Outcomes Raise the Bar Speed Matters Own It We Over Me Use of AI in HiringFutureFit uses AI tools to support hiring decisions in a transparent, humane way. AI may assist with screening, notetaking, and providing data points to inform decisions. Final hiring decisions are made by people. AccessibilityWe provide reasonable accommodations to participate in the job application or interview process. Please contact us to request an accommodation. Equality Statement© FutureFit AI All rights reserved. We are an equal opportunity workplace and celebrate diversity. We do not discriminate on race, religion, color, gender identity, sexual orientation, age, disability, veteran status, or other legally protected characteristics. We encourage people of different backgrounds and perspectives to apply. #J-18808-Ljbffr