Customer Success Account Manager (SMB & Mid-Market)
Remote (Toronto) | Full-time
$60,000-$75,000
About the Opportunity
Our client is a fast-growing, venture-backed B2B SaaS company that automates the paperwork-heavy operations behind financial services. Their platform handles data collection, document processing, client onboarding and operational workflows for wealth management firms, insurance carriers and insurance brokers.
They're adding a Customer Success Account Manager to own a portfolio of SMB and mid-market customers.
The Role
You'll own a book of SMB and mid-market accounts, typically $10K–$200K ARR, from onboarding through renewal. You'll be measured on retention, adoption and growth, and you'll have the room to show what you can do. This is a hands-on role for someone who likes building relationships and moving the numbers.
Key Responsibilities
- Own a portfolio of SMB and mid-market accounts from onboarding through renewal.
- Run onboarding and training that gets new customers live and seeing value quickly.
- Own renewals and drive retention against clear targets.
- Find and flag expansion opportunities, and partner with Sales to grow your accounts.
- Track account health and usage, spot risk early and build plans to save at-risk accounts.
- Run regular check-ins and business reviews tied to each customer's goals.
- Share customer feedback with Product to help shape the platform.
What We're Looking For
- 2–4 years in Customer Success or Account Management at a B2B SaaS company. This is required.
- Experience owning your own book of accounts, ideally SMB or mid-market.
- You can speak to your KPIs. You know your retention, churn, renewal or expansion numbers and can explain how you moved them.
- Experience with a CRM or CS platform such as HubSpot, Salesforce, Gainsight or similar.
- Strong communication skills and confidence running customer calls, training sessions and reviews.
- Comfort using AI tools to work more efficiently.
- A coachable, growth-minded approach and comfort in a fast-paced, scaling environment.
- Experience with financial services, wealth management or insurance customers is a plus.
This role is not a support or ticket-handling position. It's for a proactive account owner who builds relationships and drives results.
Customer Success Account Manager in Ottawa employer: Professional Staffing
Join a well-established firm West of Toronto that values strategic collaboration and operational excellence. As a leader in the finance department, you will benefit from a supportive work culture that prioritizes employee growth and development, offering opportunities to enhance your skills while making a significant impact on the organization’s financial performance. With a focus on fostering a high-performing team, this role provides a unique chance to shape the future of the company in a dynamic and rewarding environment.
