Customer Success Manager
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Job Description
Customer Success Manager supporting growth and client relations at 021 Strategic. Building scalability within customer success operations while providing high-touch service to clients managing funding initiatives.
Responsibilities:
- Own the client journey post-sale, onboarding, engagement, and retention
- Set clear expectations, build trust quickly, and become a strategic partner to each client
- Help grow and scale the CS function, establish SOPs, workflows, reporting tools, and automation to support long-term scale
- Track key client milestones to ensure timely and accurate delivery
- Identify opportunities for upsell, cross-sell, and referrals based on client needs and lifecycle stage
Requirements:
- 3–5 years in Customer Success, Account Management, Consulting, or similar client-facing roles
- Experience at a fast-growing company or scale-up is required
- Prior experience building or refining CS workflows and playbooks
- Familiarity with HubSpot, Google Workspace, and AI tools
- Exposure to government funding programs like SR&ED, IRAP, or CanExport (bonus but not required)
Benefits:
- Remote-first flexibility with a Toronto hub for events
- Vacation, wellness days, and professional-development budget
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