Customer Success Manager - Jobs in Toronto, Ontario, m6k0c7

Job Description

Customer Success ManagerLocation: Toronto, ON (In-office minimum 4 days/week)Type: Full-TimeAbout TitanFileTitanFile is the leading secure file sharing and client collaboration platform built forprofessionals. Our clients — including top law firms, financial institutions, and enterprises — relyon 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 SuccessManager (CSM) to strengthen relationships with our most strategic clients and drive long-termgrowth and retention.The OpportunityAs a Customer Success Manager, you’ll be a trusted advisor to a portfolio of mid-market andenterprise clients. You’ll lead onboarding, adoption, and executive engagement whileproactively managing renewals and uncovering upsell opportunities. You’ll interface withstakeholders across legal, compliance, and IT — often at the C-level.This is a high-impact role with both strategic and commercial accountability. You should becomfortable traveling to the U.S. for onsite sessions with high-touch clients.Key ResponsibilitiesRevenue Growthamp; Retention● Own a book of business with mid market and enterprise client● Lead all aspects of the customer lifecycle: onboarding, adoption, QBRs, renewals, andexpansion● 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 strategiesStakeholder Managementamp; 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 roadmapsOnboardingamp; 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 departmentsCross-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 journeysWhat You BringExperience● 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 environmentsWhat We Offer● High-ownership role managing strategic clients in regulated industries● Competitive salary and bonus● Generous vacation and comprehensive healthamp; dental benefits● Join a fast-growing Canadian tech company● A culture built around customer obsession and collaborationWhy Join UsOur team is made up of high-performing professionals and we work towards solving two of thebiggest challenges in the digital age: communication and privacy. We provide opportunities tobuild a career and grow professionally; there is no limit to what you can accomplish here! Doesthis sound like the perfect opportunity for you Apply today to join our outstanding team!TitanFile is an equal opportunity employer. Please reach out to careers@titanfile.com foraccommodations in the hiring process.Powered by JazzHR