Customer Success Manager

Customer Success Manager

Location: Toronto, ON (In-office minimum 4 days/week)
Type: Full-Time

About TitanFile

TitanFile is the leading secure file sharing and client collaboration platform built for
professionals. Our clients — including top law firms, financial institutions, and enterprises — rely
on us to share sensitive information seamlessly, compliantly, and with confidence.

Trusted by regulated industries, we're known for our uncompromising approach to security,
performance, and user-centric innovation. As we scale, we're looking for a Customer Success
Manager (CSM) to strengthen relationships with our most strategic clients and drive long-term
growth and retention.

The Opportunity

As a Customer Success Manager, you'll be a trusted advisor to a portfolio of mid-market and
enterprise clients. You'll lead onboarding, adoption, and executive engagement while
proactively managing renewals and uncovering upsell opportunities. You'll interface with
stakeholders across legal, compliance, and IT — often at the C-level.

This is a high-impact role with both strategic and commercial accountability. You should be
comfortable traveling to the U.S. for onsite sessions with high-touch clients.

Key Responsibilities

Revenue Growth & Retention
● Own a book of business with mid market and enterprise client
● Lead all aspects of the customer lifecycle: onboarding, adoption, QBRs, renewals, and
expansion
● Execute sales-aligned talk tracks to uncover and close upsell opportunities
● Drive strong Net Revenue Retention (NRR)

Data-Driven Customer Engagement
● Build and deliver usage reports and ROI stories using Excel and PowerPoint
● Run QBRs with actionable insights tailored to each stakeholder group
● Identify and address underutilization with scalable engagement strategies

Stakeholder Management & Advocacy
● Build deep relationships with IT and business stakeholders
● Engage with C-level executives to reinforce strategic alignment and ROI
● Be the voice of the customer internally to influence product and support roadmaps

Onboarding & Enablement
● Deliver white-glove onboarding tailored to industry-specific workflows and security needs
● Ensure clients are successfully set up for long-term success
● Support training and best-practice enablement across departments

Cross-Functional Collaboration
● Work closely with Sales, Product, and Support teams to deliver a cohesive experience
● Surface client feedback and influence roadmap priorities
● Help evolve internal playbooks for managing complex customer journeys

What You Bring

Experience
● 3–5 years in B2B SaaS Customer Success or Account Management
● Managed enterprise clients with multiple stakeholders
● Direct ownership of a multi-million dollar portfolio
● Hands-on experience working with IT teams
● Proven ability to upsell, retain, and expand in a high-touch environment
● Comfortable conducting in-person meetings and traveling to the U.S.

Skills
● Strong commercial acumen with confidence in sales-driven conversations
● Advanced proficiency in Excel and PowerPoint for reporting and presentation
● Outstanding communication skills across technical and executive audiences
● Tech-savvy, with an aptitude for learning and storytelling
● Self-starter who thrives in fast-paced, high-accountability environments

What We Offer
● High-ownership role managing strategic clients in regulated industries
● Competitive salary and bonus
● Generous vacation and comprehensive health & dental benefits
● Join a fast-growing Canadian tech company
● A culture built around customer obsession and collaboration

Why Join Us
Our team is made up of high-performing professionals and we work towards solving two of the
biggest challenges in the digital age: communication and privacy. We provide opportunities to
build a career and grow professionally; there is no limit to what you can accomplish here Does
this sound like the perfect opportunity for you? Apply today to join our outstanding team
TitanFile is an equal opportunity employer. Please reach out to [email protected] for
accommodations in the hiring process

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