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Senior Customer Success Manager

7 hours ago

Toronto, Ontario, Canada Achievers Full time US$98,000 - US$110,000

At Achievers, we believe recognition fuels performance, and our customers rely on us to help them build workplaces where people truly thrive. As a Senior Customer Success Manager, you'll be at the heart of that mission, owning the strategy and long-term success of some of our most important customers.

In this role, you'll act as a trusted advisor and strategic partner, helping customers unlock the full business value of the Achievers recognition and engagement platform. You'll drive product adoption, identify growth opportunities, and influence expansion by showcasing best practices and measurable outcomes. Working closely with senior stakeholders, you'll help design and execute recognition strategies that deliver ROI and support long-term customer retention and growth. If you're passionate about customer success, energized by technology, and motivated by driving results, this could be the perfect opportunity for you.

How you'll shape Customer Success at Achievers:
  • Provide expertise on the Achievers platform and highlight key features and functionality allowing the customer to execute their employee recognition strategies
  • Establish measurable goals and KPIs for your customer accounts
  • Track all implementation and post-implementation adoption activities
  • Drive usage and adoption of the platform and communicate best practices by hosting virtual meetings
  • Meet with your customers face-to-face to plan program rollouts and explore cross-functional use cases where Achievers can help meet needs
  • Connect with your customers to update on outstanding queries, reports and campaigns
  • Manage a revenue pipeline while up-selling and cross-selling within the existing programs
  • Lead customer workshops and training around product updates & new features
  • Provide regular status reports to stakeholders on progress against established goals and manage account escalations
  • Understand your customers' requirements and their level of adoption of the Achievers platform to proactively assess risk in upcoming contract renewals
  • Recognize your peers for being awesome
Experience we feel will set you up for success:
  • 5+ years of account management experience at a software/SAAS company
  • Strong business acumen and proven ability to influence decision makers in various sizes of organizations
  • Formal sales training through a recognized program
  • Proficiency with CRMs such as Salesforce or other platforms
  • Experience in preparing and delivering presentations targeted to a senior audience
  • Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience
  • Demonstrated analytical skills utilizing Excel and/or PowerPoint to arrange and display relevant information during customer business reviews
  • Experience managing a sales pipeline and carrying a sales quota
  • Strong customer-facing skills including expectation management, communication skills, information management
  • Bachelor's Degree

Why Achievers is a Great Place to Work

At Achievers, we believe recognition is a powerful driver of connection. With more than 4.3 million users across 190 countries, our employee recognition and rewards platform empowers organizations to build cultures where people feel seen and valued, everyday. We're a team of passionate, thoughtful builders who care deeply about our product, our customers, and each other. Visit to see how we're inspiring recognition everywhere.

Our Approach to Total Rewards

We're committed to providing a fair and competitive offer based on what you bring to the team. Each A-Players' compensation is reviewed at least annually against performance and impact in role. We want you to see your path to growth, understand your impact, and feel valued every step of the way.

Our customer success roles follow a defined commission structure that rewards your performance. For this role, the compensation plan follows a 70/30 split for base and commission earnings. $98,000 - $110,000 reflects the base salary range, depending on experience, skills and market data.

Benefits and Perks for permanent full-time employees: 

  Rewards for your impact through our Recognition and Rewards program 

  Health Benefits and Life Insurance Coverage beginning on your first day 

  Parental Leave Top-up 

  Employer matched RRSP contributions 

  Flexible Vacation to recharge, so you can bring your best

  Employee and Family Assistance Program offering mental health, legal, and financial counselling

  Supported professional development and career growth (Linkedin Learning, mentorship)

  Employee-Led Employee Resource Groups that celebrate our diversity 

  Regular events designed to build connection, belonging, and well-being  

 Hybrid flexibility, with time in our beautiful Liberty Village, Toronto office 

Achievers is proud to be an equal opportunity employer committed to building a diverse, inclusive workplace where everyone can do their best work. We encourage qualified candidates from all backgrounds and experiences to apply.

Achievers is committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any accommodations for your interview, such as assistive technology, wheelchair accessibility, or alternative formats of materials, please let us know. We are happy to make necessary arrangements to support your needs.