Department: Sales

Location: Toronto

Description The Customer Success Manager (CSM) will play a critical role in ensuring clients achieve maximum value from Dye & Durham’s products and services. Acting as a trusted advisor and primary point of contact, the CSM will focus on building long-term relationships, enhancing customer satisfaction, and driving retention and growth. The successful candidate will combine a passion for customer success with excellent communication, problem-solving, and relationship management skills.

Key Responsibilities

• Serve as the main point of contact for key customers, managing and growing long-term relationships.
• Proactively engage with clients to understand their goals, challenges, and desired outcomes.
• Develop and execute customer success strategies that promote product adoption, satisfaction, and retention.
• Conduct onboarding, training, and ongoing support to ensure smooth product implementation and usage.
• Facilitate regular business reviews to assess performance, gather feedback, and identify growth opportunities.
• Monitor customer health metrics and track success KPIs, reporting progress and insights to leadership.
• Identify and pursue upselling and cross-selling opportunities to expand customer engagement.
• Act as the customer advocate internally, ensuring their needs and feedback inform product and service improvements.
• Collaborate with internal teams—including Product, Sales, and Support—to resolve issues and deliver exceptional experiences.
• Manage escalations effectively, ensuring timely issue resolution and client satisfaction.
• Maintain detailed and accurate records in CRM systems and contribute to customer success documentation and playbooks.

Skills, Knowledge & Expertise

• Bachelor’s degree in Business, Communications, IT, or a related field.
• Minimum 3+ years of experience in Customer Success, Account Management, or related client-facing roles.
• Proven experience driving customer retention, satisfaction, and growth within B2B or SaaS environments.
• Strong understanding of customer success principles and lifecycle management.
• Ability to analyze customer data and usage trends to identify opportunities for improvement.
• Excellent interpersonal and communication skills, with the ability to influence and build trust across all levels.

Job Benefits At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favorite charity.

Do you share our DNA?

• We ask how tomorrow can be better than today
• We are passionate about solving our customer's challenges
• Our ideas break boundaries
• We value different perspectives and encourage dialogue
• We take ownership and celebrate together