Customer Success Manager

About the Role

As the Customer Success Manager at Ribbon based in Toronto, you will oversee the entire customer experience post-sale. Your key responsibility is to ensure HR and Talent teams effectively launch, adopt, and expand their use of Ribbon’s AI hiring platform. You will serve as the primary contact for customers after they sign, facilitating onboarding, encouraging adoption within their teams, and supporting measurable improvements in hiring performance such as faster candidate screening, higher quality shortlists, increased recruiter efficiency, and enhanced candidate experiences.

Key Responsibilities

• Manage the complete post-sale customer lifecycle including onboarding, product launch, adoption, renewals, and growth opportunities.
• Collaborate with customers to align Ribbon’s implementation with their recruitment goals, workflows, team configurations, and success metrics.
• Promote product usage through training sessions, sharing best practices, regular communications, and roadmap planning to deliver quantifiable value.
• Track account health indicators, usage statistics, customer feedback, and sentiment to proactively identify risks, solve challenges, and discover new expansion possibilities.
• Work closely with Sales, Product, and internal stakeholders to support contract renewals, exchange customer insights, and enhance overall user satisfaction.

Candidate Profile

• Possess at least 3 years' experience in B2B SaaS customer success, account management, implementation, or similar customer-facing roles.
• Excel in building trusted, productive relationships with diverse stakeholders including executives and everyday platform users.
• Communicate effectively, reliably follow through on commitments, and translate client needs or problems into actionable next steps.
• Demonstrate strong organizational skills capable of managing multiple accounts, projects, timelines, risks, and follow-ups concurrently without oversight.
• Show proactive, business-focused mindset driven to enhance renewals, expansion, retention, and long-term customer value.

About Ribbon

Ribbon helps employers speed up hiring by 10 times using a voice-AI interviewer that conducts quick candidate screening, automatically identifies top matches, and frees recruiters to focus on high-value tasks. Our clientele spans from small businesses to Fortune 500 companies, all benefiting from reduced time-to-hire and elevated candidate quality without needing to increase headcount.

Perks & Benefits

• Competitive salary accompanied by meaningful equity to foster ownership mentality.
• Opportunity to impact customer adoption of cutting-edge AI technology in recruitment.
• Work with state-of-the-art AI tools within a dynamic, fast-growing, venture-backed startup environment.
• Health and wellness stipend supporting your mental and physical wellbeing.
• Annual international team offsite designed to promote alignment and collaboration.
• Team lunches, meetups in Toronto, and a flexible hybrid work culture.