Customer Success Manager (CSM)

Role overview

Veriforce Canada is looking for a driven Customer Success Manager to oversee and expand a portfolio of strategic clients in the Greater Toronto Area. This position sits within the Sales department and reports to the Director of Customer Success. It is a permanent full-time role with a hybrid work arrangement.

The organization supports safer workplaces by helping businesses manage compliance across health and safety, sustainability, and ethical standards. Serving a global network of buyers, suppliers, and contractors, the company focuses on reducing compliance burden while helping clients protect people, operations, and the planet.

In this role, you will be the main contact for assigned accounts, combining service excellence with commercial thinking. You will support clients proactively, strengthen relationships, improve product adoption, and uncover opportunities for renewals, upsells, and cross-sells that add value to both the customer and the business.

Key responsibilities

• Build durable relationships with an assigned portfolio of important clients to improve satisfaction, loyalty, and retention.
• Serve as a strategic partner to customers by offering insights that can support business decisions, product direction, and service enhancements.
• Track market movement, competitor activity, and broader industry shifts to anticipate customer needs and suggest suitable solutions.
• Take ownership of account health by checking satisfaction levels, addressing concerns promptly, and improving the overall customer journey.
• Handle day-to-day client communication across email, phone, and virtual meetings as the main representative for each account.
• Maintain complete and accurate CRM records to support reporting quality and transparent customer engagement.
• Work closely with Sales, Product, and Technical teams to resolve escalations and deliver a smooth support experience.
• Manage onboarding for new customers, deliver training, and develop helpful resources so clients can get the most from the company’s offerings.
• Spot opportunities for upselling and cross-selling to increase account value and revenue.
• Create and present clear account updates, product usage insights, and recommendations for both customers and internal teams.
• Resolve escalations efficiently while staying aligned with company service-level expectations and preserving client trust.

Requirements

• 2 to 5 years of experience in customer relationship management or customer service within a B2B setting.
• Strong communication skills with the ability to build relationships across different levels of an organization.
• Results-oriented mindset supported by solid analytical thinking and problem-solving ability.
• Working knowledge of compliance, supplier management, or health and safety topics is considered an advantage.
• Experience with comparable platforms such as compliance, supplier management, or GRC tools is a plus.

Perks and benefits

• Hybrid workplace policy.
• Integrated mental health and wellbeing support.
• Vacation starting at 3 weeks.
• Wellness Days and an Annual Giving Day for personal recharge or community contribution.
• Comprehensive medical and dental coverage.
• Company-wide shutdown at the end of the year for rest and recovery.
• LinkedIn Learning license for professional development and upskilling.

Additional information

Compensation: The expected pay range is CAD 75,000 to CAD 90,000 per year, plus variable pay, depending on experience, skills, and qualifications.

Role context: This is a newly created position designed to support the company’s continued growth and success.

Hiring process: Applicants can expect a response within 15 working days. The process includes an introductory recruiter call, a first-round interview via Microsoft Teams, and an additional interview with the stakeholders you will work with most closely.

Accessibility: Candidates who need adjustments during the hiring process are encouraged to share those needs so the company can support them.

Equal opportunity: The employer is committed to inclusive hiring and does not discriminate on the basis of gender identity or expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex.

Application note: The team encourages applications from candidates with transferable skills and potential, even if every requirement is not fully met, and will assess whether the necessary support can be provided for growth in the role.

AI in hiring: The employer states that AI is not used in the hiring process.