Customer Success Manager - Onboard

Staples Canada

4d•Hybrid

About The Position

We’re looking for a proactive and customer-obsessed Customer Success Manager – Onboarding to help newly acquired customers realize value from our products and services from day one. In this role, you’ll serve as a trusted partner to customers, driving adoption, retention, and long-term success. You will collaborate closely with Sales to execute strategy and with the Onboarding team to meet internal milestones; ensuring both customers and Staples achieve their goals.

Requirements

College / University or relevant experience
Minimum 3-5 years sales experience required
2–5 + years of experience in Customer Success, Account Management, or a related role
Strong communication and relationship-building skills
Ability to manage multiple customers and priorities simultaneously
Data-driven mindset with experience using Customer Relationship Management tools (e.g., Salesforce)
Strong problem-solving skills and a customer-first attitude
Familiarity with KPIs like NPS, CSAT, churn, and revenue

Nice To Haves

Experience in a high touch customer focused environment an asset.
Industry experience preferred
Experience working Business-to-Business customers (preferred)
Experience working with enterprise or Small Business customers

Responsibilities

Manage relationships with new customers to ensure a seamless and successful onboarding experience
Lead customers onboarding by delivering training sessions and executing sales strategy to support mutual long-term success
Partner closely with the Sales team to translate strategy into execution, aligning customer outcomes with Staples’ business objectives
Collaborate with the Onboarding team to align on account setup timelines and key milestones
Drive product adoption and engagement to deliver measurable customer value
Serve as the voice of the customer internally, advocating for customer needs and priorities
Monitor customer health metrics and provide actionable insights to leadership
Collaborate cross-functionally with Product and Support teams to continuously enhance