Manager, Customer Success

JOB TITLE/

Manager, Customer Success

LOCATION/

Toronto or Ottawa

SALARY RANGE/

Salary is determined by experience level in role, internal and pay equity practices and market demand

Band 7

$92,500 - $139,000

POSITION OVERVIEW/

As Manager, **Customer Success**, you will drive the post-sales experience for our clients by leading a team of Customer Success Managers (CSMs). You will be responsible for ensuring long-term customer satisfaction, adoption of 1Valet products, and growth of customer accounts.

You will also play a strategic role in driving revenue through renewals, upsells, and new partnerships. This includes identifying and managing relationships with third-party service providers whose offerings can be integrated or resold through the 1Valet mobile app, adding value for residents and property managers while opening new revenue streams for the company.

RESPONSIBILITIES/

**Team Leadership & Strategy**
- Lead and mentor a team of Customer Success Managers, fostering a high-performance and customer-centric culture.
- Define and optimize the customer journey, including onboarding, adoption, expansion, and renewal stages.
- Establish KPIs and success metrics to track team performance, customer satisfaction, and account health.
- Work cross-functionally with Sales, Product, Support, and Operations to ensure a seamless customer experience.

**Customer Retention, Revenue Growth & Partnerships**
- Drive customer renewals and proactively identify expansion opportunities (upsells, cross-sells, and feature adoption).
- Monitor customer health scores and implement strategies to improve engagement and reduce churn.
- Collaborate with Sales and Account Management teams to align on customer growth strategies and handoff processes.
- Identify, evaluate, and manage strategic partnerships with companies offering services that enhance the resident or building experience (e.g., cleaning, laundry, dog walking, concierge, etc.).
- Oversee the integration and promotion of partner services through the 1Valet mobile app, ensuring alignment with customer needs and revenue objectives.
- Track and report on revenue influenced by Customer Success activities and new partnership initiatives.

**Customer Advocacy & Experience**
- Act as a strategic advisor to key accounts, helping customers extract maximum value from 1Valet’s offerings.
- Represent the voice of the customer internally and advocate for features or improvements that enhance satisfaction and retention.
- Lead customer satisfaction initiatives including feedback loops, surveys (e.g., NPS, CSAT), and regular check-ins.

**Process Improvement & Tooling**
- Develop and refine scalable Customer Success processes, tools, and playbooks.
- Utilize CRM and customer success platforms to automate workflows and provide visibility into customer health and engagement.
- Establish and report on operational KPIs, such as churn rate, renewal rate, time-to-value, and upsell conversion.

QUALIFICATION/
- 8+ years of progressive experience in Customer Success, Account Management, or a related client-facing role.
- 2+ years of experience in a leadership or team management capacity would be considered an asset
- Strong understanding of SaaS business models; experience with hardware/software integration is a plus.
- Proven success in driving account growth, renewals, and customer advocacy.
- Experience identifying and managing third-party partnerships is a strong asset.
- Excellent interpersonal, communication, and organizational skills.
- Strong analytical mindset with the ability to use data to drive decisions.
- Proficiency in CRM systems (e.g., HubSpot, Salesforce) and reporting tools.

**Nice to Have**
- Experience working in Smart Building, IoT, or related industries.
- Bilingual (English/French), especially for servicing Quebec-based clients.
- Familiarity with the multifamily residential market or property management operations.

What we offer:

- A culture of ownership and autonomy - you will thrive if you are a self-starter and enjoy a fast-paced environment
- Work with an incredible product - there is true belief across our team that we have the best product on the market
- Trust and flexibility - work from home, unlimited paid time off, and flexible schedules. We care about your performance, not your hours. We trust you to manage your time in a way that works best for you.
- Competitive compensation structure and 100% employer-paid benefits
- Extra perks: employee stock option packages, employer-paid benefits, a holiday office shutdown each December, and support for professional growth.

Working With Us: