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Senior Customer Success Manager

2 weeks ago

Toronto, Ontario, Canada Katana Cloud Inventory Full time $104,000 - $170,000 per year

Senior Customer Success Manager

Remote | Global Team | Full-time

Who We Are

At
Katana Cloud Inventory
, we know our strength lies in the
diversity
of our team. We're a
remote-first
company with
100+ talented people
from
23+ nationalities
across
10+ countries
, working together to make inventory management seamless for modern businesses.

We believe in building software that connects businesses with their products and people – this connectivity is at the heart of everything we do.

Since 2017, we've been helping companies worldwide get a real-time view of their inventory and production workflows. From mom-and-pop shops to multi-million-dollar brands, our customers rely on us to unify their processes and tools with intuitive cloud-based inventory software that just works.

To date, we've raised over $51 million from VC firms and angel investors who, like us, believe the inventory software space needs more love. As we continue to grow rapidly, we remain committed to equitable opportunities, fostering belonging, and driving innovation in everything we do.

Who Are We Looking For?

We're looking for a
Senior Customer Success Manager
who is customer obsessed and thrives in a cross-functional, highly collaborative environment that is rapidly evolving. In this role, you'll play a key part in driving product adoption, customer retention, and revenue growth across a high-volume portfolio of
SMB manufacturing customers
.

We're seeking someone with
3–5 years of experience
in a customer-facing B2B SaaS role, who understands the unique needs and dynamics of
small to mid-sized businesses
.

You'll be a great fit if you are a commercially minded relationship builder, a proactive problem-solver, take matters into your own hands, and someone who excels at translating customer goals into measurable outcomes. If you're excited about working at a scaling SaaS company where your contributions directly influence the success of modern manufacturing businesses, we'd love to meet you.

What You'll Be Doing

As a Senior Customer Success Manager, you will:

  • Drive Customer Success at Scale
    – Own a portfolio of 100+ SMB manufacturing accounts, focusing on product adoption, engagement, retention, and expansion opportunities.
  • Deliver Strategic Account Management
    – Lead Account Reviews and align on business goals, showcase ROI, and proactively address risk to ensure retention and growth.
  • [Be the Voice of the Customer
    – Collaborate with Product, Sales, and Marketing teams to share feedback, influence the roadmap, and champion customer needs internally.
  • Ensure Operational Excellence
    – Maintain detailed CRM and success platform records while monitoring usage trends, health scores, and renewals to drive data-informed customer strategies.

What We're Looking For

We'd love to hear from you if you bring a mix of strategic thinking, customer advocacy, and a passion for technology. Ideally, you have:

  • 3–5 years of experience in Customer Success, Account Management, or Client Services within a B2B SaaS environment
  • A proven track record managing high-volume SMB portfolios (100+ accounts) with a focus on retention and growth
  • Demonstrated success in owning commercial relationships and driving account expansion through upsell and cross-sell initiatives
  • Experience in or a strong interest in the manufacturing or industrial software industry
  • Excellent communication, presentation, and relationship-building skills
  • A data-informed approach with experience using success metrics to guide strategic decisions
  • Proficiency with tools like HubSpot, Salesforce, Gainsight (or similar), and BI platforms such as Looker or Power BI

Why You'll Love Katana


Global, Remote-first
– We are a
connected and borderless team
, embracing a
remote-first
culture that enables us to collaborate across time zones. With
Katanauts in 10+ countries
, we celebrate our
diverse perspectives
, fostering innovation and inclusivity no matter where we work.


Fast-growing Scale-up
– Join a high-impact company scaling globally.


Growth & Learning
– We support continuous development with
dedicated learning budgets for each team
and
company-wide growth opportunities
, empowering you to expand your skills and advance your career.


Culture & Connection
– Regular team events, virtual meetups, and offsites to foster community.

Mindset & Qualities That Thrive Here


Values-Driven
– Your personal values align with
Katana's culture
, embracing an
open, inclusive, and collaborative
way of working.


Collaborative
– You thrive in a
cross-functional and global
environment, working closely with
diverse perspectives
to achieve shared goals.


Quick Learner
– You seek opportunities to learn, embrace feedback as a tool for growth, and continuously improve. With a growth mindset and strong learning agility, you adapt quickly to new challenges and thrive in ever-evolving environments.


Agile & Resilient –
You navigate change with confidence and curiosity, staying focused, flexible, and solution-oriented in an evolving landscape—maintaining momentum even in uncertain situations.

Salary & Benefits


Competitive Compensation


Employee Stock Option Program
– We believe in
sharing success
, so everyone has the opportunity to be engaged and benefit from the fruits of our collective efforts.


Time Off
– We believe in work-life balance and taking time to recharge. We offer
20 business days
of PTO +
3
paid health days annually


Sabbatical; Time to Reset and Explore –
After four years with Katana, we celebrate your dedication by offering a well-earned sabbatical. Whether you want to travel, focus on personal growth, or simply take an extended break to recharge, this is your time to step away, reflect, and return refreshed.

Reasons to Celebrate –
Getting older is a serious thing, so it calls for some serious celebration Therefore, we give you your birthday off as a gift.


Home Office –
Being comfortable in your working space is
essential
, so we provide a home office stipend for you to ensure you have an environment to thrive in.

Health & Wellness
– Health and Wellness are incredibly important to us, so we will have you set up with SunLife Insurance.


Tech & Tools
– The best hardware and software to support your success.