Customer Success Manager

Customer Success Manager

Toronto, Canada

Isolocity is a growing B2B SaaS company and a leading provider of quality management software solutions for businesses operating in regulated and quality-driven environments. Our platform helps organizations streamline quality processes, improve compliance, and drive operational efficiency across industries such as Manufacturing, Food, Health Sciences, Cannabis, and others.

We are committed to empowering our clients with the tools, guidance, and structure they need to build and maintain effective Quality Management Systems.

The Ideal Candidate

We are seeking our first dedicated Customer Success Manager (CSM) to support a primarily SMB customer base, with responsibility for retention, expansion, and long-term value realization. This role will also support a small number of enterprise customers that require higher levels of coordination and strategic engagement.

You are comfortable working in quality-focused, regulated environments and enjoy helping customers translate quality management concepts into practical, scalable software workflows. You thrive in a growing organization, balancing structured playbooks with evolving processes, and enjoy building trusted relationships with customers over time.

Responsibilities

• Own post-onboarding relationships for a portfolio of primarily SMB customers, including some Enterprise accounts
• Serve as the primary point of contact for ongoing customer success, expansions, retention, and value realization
• Conduct structured customer check-ins and periodic reviews to ensure adoption, progress, and outcomes
• Monitor customer health signals including usage, engagement, feedback, and risk indicators
• Proactively identify at-risk accounts and execute retention strategies in collaboration with internal teams
• Identify expansion opportunities such as additional users, modules, or services based on customer needs and maturity
• Work with customers to ensure timely renewals of the Isolocity software
• Lead Quarterly Business Reviews (QBRs) primarily for higher-value or enterprise customers
• Encourage effective adoption through a mix of guided engagement and self-service resources
• Contribute to the refinement of Customer Success playbooks, processes, and templates
• Share insights on customer challenges, success patterns, and product gaps with internal teams
• Collaborate closely with Support, Onboarding, Product, and Sales teams to improve the overall customer experience

Experience

• 2–4 years of experience in Customer Success, Account Management, or a related SaaS role with a focus on retention and expansion
• Solid background in Quality Management, with an understanding of Quality Management Systems or compliance-driven environments & Software
• Experience supporting SMB customers at scale, with some exposure to enterprise accounts
• Experience working in regulated industries is an asset
• Familiarity with CRM systems and customer health tracking tools
• Strong communication and relationship-building skills
• Comfortable working in a growing, evolving environment where processes are still maturing

Success Indicators and Drivers

Retention & Health

• Gross Retention Rate (GRR)
• Net Revenue Retention (NRR)
• Percentage of accounts with current health status defined (Green / Yellow / Red)

Expansion

• Expansion revenue generated (upsells, cross-sells)
• Ongoing Expansions
• Percentage of eligible accounts with identified expansion opportunities

Engagement & Value

• QBR completion rate for eligible accounts
• Adoption trends across core platform features

Operational Effectiveness

• On-time renewals
• Quality and consistency of CRM updates
• Customer feedback trends (CSAT and qualitative feedback)

Compensation

• Base salary + Bonus: Very competitive OTE

Perks

• Full remote work opportunity – we are a virtual business
• Flexible hours – performance measured by outcomes and KPIs, not time logged
• Health Insurance + HSA
• Performance-based bonus
• Supportive and collaborative team environment
• Opportunity to grow with a scaling SaaS company
• Semi-annual in-person sync-ups to collaborate, plan, and celebrate wins