Customer Success Manager (CSM)

Customer care, Remote Jobs In Canada
Ontario Canada, Canada
November 7, 2026
Remote
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Job Description

Teamwork.com is hiring a Customer Success Manager (CSM) to own a named book of professional-services customers and act as their primary point of contact throughout their lifecycle. You are accountable for adoption, value realisation, renewals and expansion identification, measured against Gross Dollar Retention (GDR) and Net Dollar Retention (NDR), and you own renewals commercially.

Location: Remote. You must reside in Ontario and have the legal right to work in Canada.
Experience: 3–5 years as a dedicated CSM or Account Manager on a B2B SaaS portfolio

The opportunity

Your customers are professional-services businesses whose profitability depends on billable hours, utilisation and project margin. Your job is to make sure Teamwork.com helps them deliver client work more efficiently and profitably, and to make that value clear well before renewal. You run onboarding end to end alongside Professional Services, carry the relationship through adoption and renewal, and work with Support, Sales and Product to flag risks and opportunities early. The team is AI-first and expects you to use AI in your daily workflow with your own judgement.

Responsibilities

  • Portfolio ownership: Proactively manage a dedicated book, driving product adoption, health and retention across the customer lifecycle
  • Executive Business Reviews: Lead strategic reviews with agency leadership to demonstrate ROI, visualise utilisation data and align Teamwork.com with their profitability goals
  • Expansion and commercial health: Partner with Account Executives and Renewals managers to spot growth signals, mitigate churn risk and unlock expansion revenue
  • Workflow architecture: Map customers’ business processes to Teamwork.com capabilities such as resource management, budgeting and time tracking
  • Voice of the customer: Document client feedback, feature requests and friction points and advocate for your portfolio with Product and Engineering
  • Playbook innovation: Contribute to customer success playbooks, health-scoring models and retention strategies

Requirements

  • 3–5 years of experience as a dedicated Customer Success Manager or Account Manager managing a B2B SaaS portfolio (Mid-Market or Enterprise preferred)
  • Based in Ontario with the legal right to work in Canada
  • Knowledge of agency/professional services operations: billable hours, project margins and utilisation rates
  • Exceptional consultative communication: building trust quickly, navigating account politics and leading value-driven presentations
  • Comfort with customer health metrics, CRM tools (HubSpot/Salesforce) and CS platforms
  • A proactive doer who thrives in a fast-paced environment

What good looks like

  • Adoption and outcomes: Customers can state the business outcome they bought Teamwork.com for and reach evidenced value in good time
  • Renewal readiness and retention: Clear visibility of renewals, health and risks; early, structured save plans; renewals led commercially against your GDR target
  • Expansion identification: Qualified expansion signals surfaced to Sales, contributing to NDR
  • Account ownership: Effective customer cadence, clear expectations and reliable follow-through
  • Operational excellence: Accurate, up-to-date customer notes, health signals and renewal forecasts

Benefits and perks

  • Employee Share Options (ESOP)
  • Competitive salary and OTE (as applicable)
  • Up to 30 days of vacation from day one
  • Pension, dental and health insurance
  • Give Back and Mentoring programme and wellbeing programmes
  • Educational resources and a generous development allowance
  • Inclusive policies including maternity, paternity and parent leave, and flexible working
  • Recognition programmes

About Teamwork.com

Teamwork.com is an agentic PSA (professional services automation) platform that helps businesses win, plan and deliver projects more profitably by connecting projects, resourcing and financials in one place. Teamwork is an Equal Opportunity Employer. It notes that AI-assisted tools may help its recruitment team review applications, but hiring decisions remain subject to human review.

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