Customer Success Manager

1 week ago

Greater Toronto Area ON, Canada 858e5170-6ae8-4813-bd32-1fed981cfeb4 Full time $80,000 - $120,000 per year

Customer Success Manager

Location: Ontario (GTA)

Department: Customer Success

Position Summary:

A&R Solutions is seeking our first Customer Success Manager (CSM) to establish and lead a new Customer Success function within the organization. This role is ideal for a proactive, strategic, and relationship-driven professional who thrives on building processes from the ground up while ensuring exceptional customer experiences.

As the CSM, you will be responsible for developing the foundation of our Customer Success department—with the guidance and support of our Support and Sales Managers/Directors —while also managing client relationships, driving satisfaction, and ensuring clients receive maximum value from our IT services.

If you're a builder, a strategist, and a relationship expert.... this role was made for you

Key Responsibilities:

  • Serve as the primary point of contact for assigned client accounts, acting as a trusted advisor and advocate.
  • Design and implement the Customer Success framework, including processes for onboarding, client health tracking, business reviews, and satisfaction surveys.
  • Collaborate closely with Support and Sales Managers to align customer success goals with service delivery and growth initiatives.
  • Proactively monitor client satisfaction and address concerns before they escalate.
  • Participate in regular business reviews with clients, providing insights and recommendations to strengthen their IT strategy.
  • Develop metrics and reporting to track customer health, retention, and success outcomes.
  • Identify opportunities for additional services (cybersecurity, cloud, backup & recovery, etc.) and collaborate with sales for execution.
  • Build and document scalable processes and best practices to grow the Customer Success department.
  • Act as an escalation point for service issues, ensuring transparent communication and resolution.
  • Drive client renewals and long-term relationships.

Qualifications & Skills:

  • Proven experience in Customer Success, Account Management, or IT Service Delivery (MSP experience preferred).
  • 2–5 years of experience in a Customer Success, Account Management, or IT Service Delivery role.
  • Strong understanding of managed IT services (endpoint, infrastructure, SaaS, cybersecurity, backup, Microsoft 365, etc.).
  • Track record of building or shaping new processes, teams, or departments.
  • Excellent communication and relationship-building skills with both technical and business stakeholders.
  • Ability to work collaboratively across departments (Support, Sales, Projects).
  • Highly organized, strategic thinker with the ability to execute in a growing company environment.
  • Familiarity with PSA tools (e.g., Autotask, Datto RMM, ScalePad) is an asset.

Role Benefits and Opportunities:

  • Foundational Role: Be the first CSM at A&R Solutions and shape the Customer Success department.
  • Collaborative Environment: Work alongside talented IT professionals in a supportive and dynamic workplace.
  • Strategic Influence: Work directly with company leadership to shape client experience, retention strategies, and long-term growth.
  • Career Development: Access to training, mentorship, and opportunities for advancement as the department scales.
  • Work-Life Balance: Supportive and collaborative environment with flexibility to manage client relationships effectively.
  • Impactful Work: Play a critical role in ensuring our clients' IT success, security, and long-term partnership with A&R Solution

We thank all candidates for their interest; however only those most qualified will be contacted.

  • Customer Success Account Manager

    4 days ago

    Greater Toronto Area, Canada Microsoft Full time

    Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can...

  • Senior Customer Success Manager

    1 week ago

    Greater Toronto Area, Canada CYGNVS Full time $120,000 - $180,000 per year

    We're looking for aSenior Customer Success Managerwith deep credibility in cybersecurity who can partner with CISOs, security leaders, and DevSecOps teams. You will be a foundational CSM hire, accountable for onboarding enterprise customers, driving adoption, and ensuring security outcomes that translate into renewals and expansion. This is a high-visibility...

  • Customer Success Account Manager

    2 weeks ago

    Greater Toronto Area, Canada Microsoft Full time

    Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can...

  • Customer Success Coordinator

    2 days ago

    Greater Toronto Area, ON, Canada Advanced Chemistry Development Inc Full time

    Advanced Chemistry Development Incabout 20 hours agoRemoteGreater Toronto AreaMid Levelfull_timeAbout the roleJob Title: Customer Success CoordinatorLocation: Canada (hybrid)Travel: 5%About ACD/Labs:For almost three decades, ACD/Labs has been supporting the scientific R&D community with software built by fellow scientists along with a team of more than 200...

  • Customer Success Manager

    1 week ago

    Greater Montreal Metropolitan Area, Canada Guesty Full time $60,000 - $90,000 per year

    Guestyis the all-in-one platform helping hospitality businesses around the world automate, optimize, and scale their operations. We're a fast-growing global startup transforming the industry — from guest experience to business growth.With a powerful suite of features and integrations with 150+ industry partners — including Airbnb, Vrbo, , Expedia, Google...

  • Customer Success Coordinator

    2 days ago

    Greater Toronto Area, Canada Advanced Chemistry Development, Inc., (ACDLabs) Full time

    Job Title:Customer Success CoordinatorLocation: Canada (hybrid)Travel: 5%About ACD/Labs:For almost three decades, ACD/Labs has been supporting the scientific R&D community with software built by fellow scientists along with a team of more than 200 dedicated and passionate people, including Ph.D.-level scientists, and specialists in informatics and a wide...

  • Customer Success Manager for a Saas Company

    1 week ago

    Greater Toronto Area, Canada Scoop Robotix Full time

    **Qualifications & Skills**: - A Bachelor’s degree or equivalent in computer science, or engineering. - Technically savvy, comfortable with a variety of business SaaS tools with a strong appetite for continuous learning. - 2-4 years experience in direct hands-on B2B software solution configuration. - A proven track record with clear examples of...

  • Client Success Manager

    2 days ago

    Greater Toronto Area, Canada KUBRA Full time

    Overview: Our Mississauga head office is looking for an ambitious Client Success Manager to join our team! As the **Client Success Manager, **you will manage client expectations, nurture and extend client relations, generate additional revenue, achieve budgeted revenue and margin goals and ensure that products and services exceed client business and...

  • Director of Customer Success

    2 weeks ago

    Greater Toronto and Hamilton Area, Canada CPG Executive Search Inc. Full time

    THE COMPANY Our client, a very rapidly growing company within the sports nutrition industry is seeking someone who is passionate about the health & wellness space and wants to deliver world class customer experiences. This role is digitally focused with an emphasis on building systems and putting in the framework to scale using the Kustomer CX platform. THE...

  • Customer Success Representative

    2 weeks ago

    Greater Toronto Area, Canada Mapsted Corp. Full time

    **About Company ** **Job Description -** We are looking to hire a talented individual who will engage with customers and execute the project strategies. Have an in-depth knowledge of all Mapsted products and services and work with the sales and technical teams to ensure customer satisfaction. **Responsibilities -** - Engage with current customers - Create...