Customer Success Manager Mid-Market

TapMango • Toronto, ON

4d • CA$60,000 - CA$65,000 • Remote

About The Position

We're looking for a proactive, relationship-driven Mid-Market Customer Success Manager to help our merchants maximize the value of their loyalty program while driving long-term retention and growth. As a Mid-Market CSM, you'll manage a portfolio of established merchants, acting as their trusted advisor throughout their customer journey. You'll work closely with merchants to increase platform adoption, identify opportunities to improve performance, proactively mitigate churn risk, and uncover opportunities for account expansion. You'll also own the contract renewal process, helping merchants continue to see the long-term value of partnering with TapMango. This role is ideal for someone who enjoys building relationships, solving business challenges, and helping customers achieve measurable results.

Requirements

• Minimum of 2 years of experience in Customer Success, Account Management, Customer Engagement, or another client-facing relationship management role.
• Strong relationship-building and communication skills.
• A consultative mindset with the ability to uncover customer needs and recommend solutions.
• Ability to prioritize a portfolio of accounts while maintaining a high level of customer engagement.
• Strong organizational skills and attention to detail.
• Comfortable analyzing account health and customer usage to identify opportunities and risks.
• Self-motivated, proactive, and results-oriented.

Nice To Haves

• Experience managing renewals, retention, or expansion conversations is an asset.
• Sales experience, particularly in consultative or solution-based selling, is considered a strong asset.
• Experience with SaaS, loyalty, restaurant technology, or hospitality is considered an asset.

Responsibilities

• Build and maintain strong relationships with a portfolio of mid-market merchants.
• Conduct proactive strategy calls and business reviews to help merchants maximize the value of the TapMango platform.
• Increase product adoption by identifying underutilized features and recommending solutions tailored to each merchant's goals.
• Monitor account health and proactively engage merchants showing signs of declining engagement or churn risk.
• Develop success plans that drive customer outcomes and long-term retention.
• Identify opportunities to expand accounts through additional products, features, locations, or services that provide value to the merchant.
• Own the contract renewal process, ensuring merchants understand the value they're receiving and helping secure long-term partnerships.
• Partner with Sales, Support, Product, and Marketing to ensure a seamless customer experience.
• Maintain accurate account notes, renewal forecasts, and customer activity within internal systems.
• Serve as the voice of the customer by sharing feedback and product insights with internal teams.

Benefits

• Generous time off plan
• Remote work - we will to assist with making your remote office space as comfortable as possible
• Continuous virtual coaching and support
• Comprehensive health benefits
• Subsidized gym membership
• Performance recognition
• Professional development program
• Growth opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed