Customer Success Manager

Job title: Customer Success Manager

Reporting to: Customer Success Director

Department: Customer Success

Location: Hybrid – 2300 Finch Ave West

Are you looking to join one of Canada's Greatest Places to Work and be a part of making it even better?

“Better Workdays Start Here” is Mister Safety Shoes’ mission for both its customers and its team members. We are a proudly Canadian owned and operated company that specializes in safety footwear and clothing. Founded in 1972, we are continuously growing our presence across Canada through our retail store locations and ‘shoemobiles’. The values of caring, respect, and exceptional service start with our team. It’s a philosophy we live throughout the company, making workdays better for each other and our customers.

What we are looking for

Currently, we are looking for a Customer Success Manager to join our Customer Success team.

The Customer Success Manager serves as a senior leader within the Customer Success team, responsible for managing the Account Management function and driving customer retention, growth, and engagement.

This role plays a critical part in delivering consistent and high-quality customer experience by overseeing Account Managers, managing key accounts, and ensuring strong execution of account strategies, processes, and follow-ups.

Ar ea s of Accountability

• Account Management Leadership
• Customer Retention & Growth
• Account Governance & Operations
• Customer Experience & Feedback

Duties and responsibilities may include but are not limited to:

• Lead, coach, and support Account Managers to ensure consistent execution and performance
• Provide guidance on account strategy, engagement, and customer relationship management
• Manage a select number of key or strategic accounts to ensure retention and growth
• Drive proactive customer engagement and identify expansion opportunities
• Partner with Marketing to support customer engagement strategies
• Conduct and ensure completion of business reviews
• Ensure follow-up and review of Level 3–4 accounts, including required updates
• Review Account Manager programming change requests prior to submission.
• Manage and evolve the customer feedback process
• Identify trends, risks, and opportunities to improve customer experience
• Support the budgeting process and oversee monthly expenditure
• Manage all OECM accounts and lead the RFP process for existing accounts
• Support the creation of training materials and SOPs for the team

Performance Expectations

• Lead, coach, and influence team performance
• Build strong relationships with internal and external stakeholders
• Manage multiple priorities in a fast-paced environment
• Identify risks and proactively drive solutions
• Strong problem-solving and decision-making skills
• Commitment to delivering exceptional customer outcomes

Qu a l i fi cations

• 5+ years of experience in customer success, account management, or a related leadership role
• Proven ability to lead, manage, and develop a high-performing team
• Post-secondary education or equivalent work experience in related field is required.
• Strong knowledge of customer retention strategies and account management best practices
• Proficiency in CRM systems and reporting tools (e.g., Salesforce, Excel)
• Strong understanding of internal systems, products, and customer processes
• Excellent verbal and written communication skills

What do we offer

• Competitive Wage: We offer a competitive wage to ensure you are rewarded for your contributions.
• Comprehensive Benefits: We offer benefits after 90 days of employment with us, including access to Health Benefits and an Employee Assistance Program.

Mister Safety Shoes has been named a Great Place to Work® for 4 years in a row. We are proud to be a 2024 Best Workplaces™ in Canada, a 2024 Best Workplaces™ in Retail & Hospitality and ranked #86 in Best Workplaces™ in Canada for companies with under 1000 people.

As part of our commitment to efficiency, fairness, and continuous improvement, we utilize AI tools during our selection and assessment process. These tools may assist with resume screening, skills assessments, and evaluating application responses. All AI-assisted evaluations are reviewed by our human hiring team to ensure a fair and thoughtful decision-making process.

We are an equal opportunity employer and positively encourage applications from suitably qualified and eligible candidates. If required, please include accommodation requirements with your submission.