Customer Success Manager in Toronto

The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.

Your Impact

• Serve as the single point of customer accountability responsible for orchestration, value realization, adoption, and expansion.
• Orchestrate the Relationship: Serve as the strategic partner for the customer, collaborating during the implementation phase to ensure seamless transition to adoption and long-term value realization of integration and API initiatives.
• Drive Adoption and Consumption: Proactively manage and maintain the roadmap for platform adoption. Drive optimization of API usage, integration patterns, and automation aligned to the customer's digital transformation goals to ensure they're getting full value from their investment.
• Demonstrate ROI: Define, track, and demonstrate quantifiable business impact and ROI. Move the conversation from API calls to value (e.g., process automation gains, operational efficiency, faster time-to-market) to drive long-term value realization.
• Executive Relationships: Represent Salesforce with expertise and credibility, partnering with and presenting to senior client executives (CIOs, CTOs, Enterprise Architects) and cross-functional stakeholders.
• Identify New Use Cases: Proactively scout the customer's business to identify new integration opportunities and use cases that align with business objectives and drive additional platform adoption.
• Remove Barriers and Manage Risk: Act as the primary orchestrator to proactively identify and minimize risks, remove blockers for adoption, and anticipate obstacles before they impact customer success.
• Drive Expansion: Build the business case for expanding MuleSoft footprint across additional business units, use cases, and integration patterns.
• Voice of the Customer: Partner cross-functionally with Product, Engineering, and Services to represent customer feedback and critical issues with a focus on outcomes, not just escalation.
• Partner with Customer Architects: Ensure the integration architecture and API strategy is optimized to support increased connectivity, reusability, and scalability, preventing technical debt from throttling expansion.
• Champion Center for Enablement: Act as a trusted advisor. Build and nurture a Center for Enablement (C4E) within the customer organization to drive bottom-up adoption, governance best practices, and peer-to-peer advocacy of API-led connectivity.
• Commercial Strategy and Lead Generation: Act as the primary engine for growth. You are responsible for identifying signals that indicate a customer is ready for contract upsell and partnering with Sales to build the business case for increased investment.

Minimum Requirements

• 5+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields.
• Proven success managing large, complex enterprise accounts with multiple stakeholders and business units.
• Established ability to develop relationships with senior executives (Director/VP level) and influence technical strategy.
• Deeper technical knowledge of integration architectures, API design patterns, and platform best practices.
• Demonstrated history of driving incremental Annual Contract Value (iACV) through expansion sales.
• Experience with MuleSoft and/or relevant competing Integration Platform as a Service (iPaaS) platforms with understanding of API-led connectivity, system integration patterns, and enterprise architecture principles.
• Proven track record of driving platform adoption, managing complex enterprise accounts, and identifying expansion opportunities within existing customer relationships.
• A strategic, customer-centric approach to problem solving focused on driving business value and outcomes, not just resolving technical issues.
• Exceptional communication and presentation skills with proven ability to translate technical concepts into business terms and partner with senior client executives from IT teams to C-level.
• Strong orchestration and project management skills, including scope control, stakeholder alignment, timeline ownership, and executive-ready reporting.
• Demonstrated ability to thrive in fast-paced, high-growth environments, with willingness to wear multiple hats and confidence challenging norms to drive customer outcomes.

Preferred Requirements

• MuleSoft Certifications: MuleSoft Certified Integration Foundations, MuleSoft Certified Platform Architect, MuleSoft Catalyst Consultant, or Salesforce AI Associate certifications are a strong plus.
• Experience with software development processes, design methodologies, APIs, web services, databases, cloud platforms, and modern integration patterns.
• Background in management consulting services with track record leading cross-functional teams to facilitate resolution of complex business and technical challenges.
• Proven history of uncovering new opportunities within existing accounts and partnering with Sales to close expansion revenue.
• Experience working with Enterprise level customers across industries requiring complex integration strategies (Financial Services, Healthcare, Retail, Manufacturing, etc.).
• Foundational understanding of AI and agent technologies.
• Awareness of how AI capabilities can enhance automation, improve customer experiences, and drive business value through intelligent workflows.
• Curiosity and willingness to learn how AI augments traditional integration approaches.

Note: this role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week.