Customer Success Manager

Mister Safety Shoes•Toronto, ON

3d•Hybrid

About The Position

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. The company, Mister Safety Shoes, is a Canadian owned and operated company specializing in safety footwear and clothing, founded in 1972, and is recognized as one of Canada's Greatest Places to Work.

Requirements

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

Nice To Haves

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

Responsibilities

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