Customer Success Manager
3 weeks ago
Summary EQL Edtech is recruiting on behalf of our client, a high-growth AI-for-Good technology company. We are seeking a high-performing Customer Success Manager (CSM), ideally with a background in top-tier consulting (e.g., McKinsey, Bain, BCG) or a strategic B2B SaaS environment, to join their Toronto (Hybrid) team. This is a pivotal role in a 30-50 person, high-impact SaaS company (funded by a premier global financial institution) that is using AI to resolve economic inequality and transform the future of work. If you are a strategic problem‑solver driven by a "high velocity, high impact" culture, this is your next move. Your Mandate: What You Will Own As the Strategic Customer Success Manager, you will own a portfolio of key Canadian customers. This is not a traditional account management role; you will be the primary strategic partner and trusted advisor to executive‑level stakeholders in government and workforce development. Your mandate is to drive deep product adoption, ensure value realization, and secure long‑term commercial growth. - Forge Executive Partnerships: Develop deep, trusted‑advisor relationships with key stakeholders, from C‑suite and government officials to frontline staff. - Lead Strategic Implementation: Quarterback the entire customer journey, from complex onboarding and implementation to long‑term success, marshaling resources across Product, Engineering, and Growth. - Drive Deep Platform Adoption & Value: Move beyond simple usage. Guide clients to fundamentally transform their operations using the platform's full AI capabilities. - Architect Commercial Growth: Proactively manage the commercial health of your portfolio, identifying and executing renewal, upsell, and expansion opportunities. - Be the Voice of the Customer: Translate complex client needs into actionable insights that directly shape the company's product strategy and AI roadmap. The Ideal Candidate Profile This role is ideal for a high‑performing individual with exceptional strategic and analytical skills. - Elite Problem Solver: A proven track record of solving ambiguous, complex problems with rigorous, structured thinking (a hallmark of top‑tier consulting). - Executive Presence: Exceptional communication and presentation skills. You can command a room and communicate with gravitas to executives and technical teams. - Project Management Excellence: Experience managing multiple, complex projects concurrently, keeping timelines, deliverables, and diverse stakeholders aligned. - Strategic & Commercial Acumen: The ability to connect daily execution to broader strategic goals, with a clear understanding of SaaS‑metrics, renewals, and growth. - Data‑Driven: Comfort in interpreting complex data and metrics to surface critical insights that inform strategy and product feedback. - Poise & Empathy: The ability to handle sensitive, high‑stakes conversations with a balance of empathy and accountability. - Location: Must be based in the Greater Toronto Area (or willing to relocate) and able to work in a hybrid model. Location & Logistics - Office: This is a hybrid role with 1-2 in‑office days per week. - Travel: You may be expected to travel up to once per quarter. Compensation About Our Client Our client is a high-growth AI Technology / SaaS company (30‑50 employees) with hubs in Toronto and NYC. They are a mission‑driven team united by a commitment to job seekers and the workforce ecosystems they serve. #J-18808-Ljbffr
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