Digital Customer Success Manager

FacilityOS•North York, ON

1d•CA$70,000 - CA$90,000•Hybrid

About The Position

FacilityOS is a fast-growing company redefining how facilities operate—bringing safety, security, and daily operations into one unified platform used by organizations around the world. As we continue to scale globally, we’re building a team of driven, curious people who want to make an impact. You’ll be part of a dynamic, collaborative culture where individuals are trusted to take ownership, solve meaningful problems, and grow in their careers. Our team comes together in-office twice a week to connect, collaborate, and build momentum. We’re proud to be recognized as one of Canada’s Best Workplaces™ for 2026, based on direct employee feedback—reflecting a culture built on trust, support, and high performance. If you’re looking to do your best work alongside a great team in a high-growth environment, FacilityOS is the place to build your career. At FacilityOS, we’re growing fast and building the systems to match. We’re looking for an eager and detail-oriented Customer Success Manager, Digital to join our team and help shape how we engage and retain customers at scale. FacilityOS is a fast-paced, high-growth environment, so you’ll need to be comfortable managing change, working through ambiguity, and driving results. This role is ideal for someone who is naturally curious, enjoys working with data and automation, and gets satisfaction from building programs that help customers succeed at scale. In this role, you’ll help ensure customers across our digital segment are getting consistent value from FacilityOS; not through dedicated account management, but through well-designed programs, automated touchpoints, and timely outreach based on data signals. You’ll be supported by a broader CS team and work cross-functionally with departments across the company.

Requirements

2 to 4 years in Customer Success, Marketing, or a related role in a SaaS environment
Exposure to or interest in digital/scaled customer engagement models
Strong verbal and written communication, strategic planning, and project management skills
Analytical and process-oriented mindset
Unmatched work ethic; anything you don’t know you’ll learn quickly through your 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
Legally eligible to work in Canada or United States

Nice To Haves

Experience with a CRM or Customer Success platform is an asset (e.g. Gainsight, Salesforce)

Responsibilities

Execute and help improve automated email campaigns, lifecycle journeys, and milestone-based customer touchpoints across a large portfolio of accounts
Analyze campaign performance and customer engagement data to understand what's working, where customers are struggling, and where to focus next
Identify and support expansion opportunities within the digital segment by tracking adoption signals and engaging customers at the right moment
Use data and product usage signals to spot at-risk customers early and take action to keep them on track
Support awareness and adoption of new features across the digital segment through targeted campaigns and timely, relevant outreach
Stay current on product enhancements and CS best practices, applying what you learn to improve our playbooks, campaigns, and the overall digital customer journey