Customer Success Manager

FacilityOS•North York, ON

1d•CA$80,000 - CA$100,000•Hybrid

About The Position

At FacilityOS, we are redefining how facilities operate by unifying safety, security, and daily operations into a single platform. We are a fast-growing global company seeking driven and curious individuals to join our dynamic and collaborative team. You will be part of a culture that encourages ownership, problem-solving, and career growth. Our team connects in-office twice a week to foster collaboration and momentum. We are proud to be recognized as one of Canada’s Best Workplaces™ for 2026, reflecting a culture of trust, support, and high performance. If you are looking to do your best work in a high-growth environment, FacilityOS is the place to build your career. About The Role: We are seeking flexible, go-getters who embrace challenges to meet the needs of a growing business. We are building our Customer Success program to drive FacilityOS’s growth and are looking for a Customer Success Manager to manage, retain, and grow a portfolio of customers. If you are a builder, enjoy working with customers, and want to act as the CEO of your book of business, this role is for you! Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and create scalable processes. This is an outstanding opportunity to play a major role in the ongoing support and growth of our client base. Consistent top performance in this role can lead to opportunities for growth within FacilityOS. This role is a hybrid position, requiring office presence twice a week.

Requirements

2-5 years of experience in customer success
Experience in managing a customer lifecycle journey and understanding of how to work with usage data
Strong verbal and written communication, strategic planning, and project management skills
Exceptionally organized
Analytical and process-oriented mindset
Unmatched work ethic – ability to quickly learn through a growth mindset
Highly motivated, self-starter with a high degree of initiative, a can-do attitude, results and goal-driven mindset, and the ability to achieve set goals
Attention to detail in all areas of work with strong problem identification and problem resolution skills

Nice To Haves

Experience working with a customer success platform (I.e. Catalyst, Gainsight, Totango)

Responsibilities

Account Management – Utilize a customer-centric approach to proactively manage and nurture a portfolio of accounts.
Analyze Data – Regularly interpret complex data (i.e., product data, business data) to identify areas for proactive focus within your account base.
Drive Growth – Work across the customer journey to set customers on the path to success in collaboration with the sales team.
Mitigate Risk - Proactively identify accounts at risk of churn and implement plans to mitigate the risk.
Drive Product Usage - Partner with the product team to help customers adopt new features and use cases.
Continuously Learn – Regularly learn about product enhancements, CS best practices, and better ways to enhance the customer experience/journey.