Customer Success Manager – Mid-Market (Spanish Fluency)

ContactMonkey•Toronto, ON

22d•CA$60,000 - CA$80,000•Hybrid

About The Position

As a Customer Success Manager, Mid-Market at ContactMonkey, you’ll be responsible for managing a portfolio of mid-market accounts and ensuring their continued success with the platform. Your primary focus will be to onboard, manage, and retain customers, while also supporting expansion across your book of business. This role directly impacts customer satisfaction, adoption, retention, and overall revenue growth at ContactMonkey. You’ll work closely with Sales, Product, and Support to ensure the customer’s voice is represented across the organization. You’re comfortable uncovering customer needs and identifying growth opportunities, supporting upsell and cross-sell conversations in a way that delivers value to the customer. Our Customer Success team is looking for a motivated individual with 2+ years of customer-facing experience and a strong foundation in relationship-building to join our growing team. In this role, you’ll own customer relationships, drive product adoption and engagement, increase customer value over time, and act as a trusted partner throughout the customer lifecycle. The ideal candidate is collaborative and eager to learn, with the ability to work cross-functionally to support customer outcomes. If you’re proactive, curious, and excited to grow your career in Customer Success, this role could be a great fit. This role requires fluency in Spanish, as you will support a portion of Spanish-speaking customers across your portfolio.

Requirements

2+ years experience in a customer relationship management role - preferably in a B2B SaaS environment
Proven track record of meeting and exceeding retention targets across a book of business
Proven track record of driving growth revenue through increased platform adoption and broader product usage across customer accounts
Native or professional fluency in Spanish and English is required. You will be responsible for handling renewals, onboarding, and day-to-day success metrics for our Spanish-speaking portfolio
Experience delivering software training with the ability to convey information in a clear, digestible manner
Ability to solve problems effectively and timely
Strong project management and detail oriented organizational skills
Excellent communication and teamwork skills
Ability to work independently and collaboratively

Nice To Haves

You are a problem solver that doesn’t shy away from a challenging situation
You are enthusiastic about building lasting partnerships and deliver a customer-first focused mindset
You have an aptitude for technology and are eager to learn and upskill

Responsibilities

Own and manage a portfolio of mid-market accounts, ensuring strong adoption, engagement, and customer satisfaction
Onboard new customers through training of best practices
Drive retention across your book of business while identifying opportunities for expansion and growth
Collaborate closely with Sales, Product, and Support to deliver a seamless customer experience.
Facilitate the customer’s product journey through support touch-points; including business reviews, identifying upsell/cross sell opportunities and providing recommendations on best practices
Conduct client outreach and manage customer expectations to drive customer retention and growth
Utilize customer feedback and data to identify potential risk and use your curiosity and business acumen to mitigate churn

Benefits

100% employer-paid benefits + a Health Spending Account from day one
Work from anywhere in the world for up to 4 weeks
Stock option plan—own a piece of our success
RRSP Group Savings Plan to plan for your future
Generous vacation package to recharge and relax
Personal development budget to fuel your growth
One personal day + two volunteering days to give back
Your Birthday off—celebrate on us!
Five health days per year to stay at your best
Beautiful downtown Toronto office for hybrid work—fully stocked with all the best snacks