Intermediate Customer Success Manager (CSM)
About The Position
Total ETO provides ERP software purpose-built for engineer-to-order (ETO) manufacturers, for companies that design, build, and deliver highly customized products. Our customers rely on us to run mission-critical operations across engineering, procurement, production, and financials. We are seeking an Intermediate Customer Success Manager (CSM) who is passionate about helping customers achieve their desired outcomes using our products and services. The ideal candidate brings strong communication, interpersonal, and problem-solving skills, along with a solid understanding of SaaS solutions and a strong technical foundation. You have a natural ability to collaborate across all levels of an organization, confidently lead conversations, and actively listen to understand customer needs. Role Overview The Customer Success Manager (CSM) is responsible for ensuring customers realize value from Total ETO throughout their lifecycle, from onboarding through renewal and expansion. CSMs act as trusted advisors, helping customers adopt best practices, navigate change, and align Total ETO with their business processes. In this role, you will manage a portfolio of customers and be accountable for retention (ARR), product adoption, and overall customer health. You bring a strong leadership presence and adaptability, enabling you to succeed in a variety of customer-facing situations, including onsite and virtual meetings, webinars, tradeshows, business reviews, and strategic customer discussions.
Requirements
- 5+ years in Customer Success, Account Management, or a similar customer-facing role in SaaS
- Experience managing a portfolio of accounts with renewal responsibility
- Strong communication and relationship-building skills
- Ability to understand and explain technical or operational concepts
- Experience in ERP systems or manufacturing environments (especially engineer-to-order)
- Familiarity with financial workflows (AP/AR, integrations, reporting)
- Experience working with complex implementations or process-driven software
- Ability to navigate multi-stakeholder organizations
- Experience with CRM and Customer Success tools (e.g., HubSpot, Autotask)
- Valid passport to travel internationally
- Proactive and highly organized
- Comfortable with ambiguity and problem-solving
- Commercially aware (understands ARR, renewals, expansion)
- Curious about how businesses operate
- Able to balance strategic thinking with hands-on execution
- Candidates must be legally eligible to work in Canada
- Candidates must reside in Canada
Responsibilities
- Serve as the primary point of contact for assigned accounts.
- Build trusted relationships with key stakeholders across operations, engineering, finance, and leadership.
- Understand each customer’s business model, objectives, goals, and lifecycle stage.
- Proactively engage customers through product updates, business reviews, and ongoing value discussions.
- Drive adoption of core Total ETO features, especially those that improve operational efficiency.
- Help customers optimize their use of Total ETO by recommending process improvements, reporting, and workflow enhancements.
- Translate product capabilities into meaningful business outcomes.
- Track customer communication, activity, and health in HubSpot.
- Lead customer webinars that build product knowledge and strengthen community engagement.
- Partner and/or align with Finance on the renewals and risk mitigation for assigned accounts.
- Partner and/or align with Sales on upsell/cross-sell opportunities.
- Partner and/or align with Project Managers during implementation to identify and act on risk indicators.
- Gather and respond to customer feedback.
- Partner and/or align with Support on tickets that require customer advocacy or a more strategic approach.
- Partner and/or align with Development to relay product adoption gaps, operational disruptions (e.g., upgrades, process changes) or misalignment between expectations and delivered functionality.
- Partner and/or align with Product, communicating customer feedback to influence product direction.
- Partner and/or align with Marketing to identify candidates for case studies, references, and advocacy programs.
- Escalate and coordinate internally to resolve issues before they impact the customer.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
