Customer Success Manager

Job Description

Job Description

Job Description

Customer Success Manager Location: Ontario (GTA) Department: Customer Success Position Summary: A&R Solutions is seeking our first Customer Success Manager (CSM) to establish and lead a new Customer Success function within the organization. This role is ideal for a proactive, strategic, and relationship-driven professional who thrives on building processes from the ground up while ensuring exceptional customer experiences. As the CSM, you will be responsible for developing the foundation of our Customer Success department—with the guidance and support of our Support and Sales Managers/Directors —while also managing client relationships, driving satisfaction, and ensuring clients receive maximum value from our IT services.   If you’re a builder, a strategist, and a relationship expert.... this role was made for you!!!   Key Responsibilities: * Serve as the primary point of contact for assigned client accounts, acting as a trusted advisor and advocate. * Design and implement the Customer Success framework, including processes for onboarding, client health tracking, business reviews, and satisfaction surveys. * Collaborate closely with Support and Sales Managers to align customer success goals with service delivery and growth initiatives. * Proactively monitor client satisfaction and address concerns before they escalate. * Participate in regular business reviews with clients, providing insights and recommendations to strengthen their IT strategy. * Develop metrics and reporting to track customer health, retention, and success outcomes. * Identify opportunities for additional services (cybersecurity, cloud, backup & recovery, etc.) and collaborate with sales for execution. * Build and document scalable processes and best practices to grow the Customer Success department. * Act as an escalation point for service issues, ensuring transparent communication and resolution. * Drive client renewals and long-term relationships. Qualifications & Skills: * Proven experience in Customer Success, Account Management, or IT Service Delivery (MSP experience preferred). * 2–5 years of experience in a Customer Success, Account Management, or IT Service Delivery role. * Strong understanding of managed IT services (endpoint, infrastructure, SaaS, cybersecurity, backup, Microsoft 365, etc.). * Track record of building or shaping new processes, teams, or departments. * Excellent communication and relationship-building skills with both technical and business stakeholders. * Ability to work collaboratively across departments (Support, Sales, Projects). * Highly organized, strategic thinker with the ability to execute in a growing company environment. * Familiarity with PSA tools (e.g., Autotask, Datto RMM, ScalePad) is an asset.   Role Benefits and Opportunities: * Foundational Role: Be the first CSM at A&R Solutions and shape the Customer Success department. * Collaborative Environment: Work alongside talented IT professionals in a supportive and dynamic workplace. * Strategic Influence: Work directly with company leadership to shape client experience, retention strategies, and long-term growth. * Career Development: Access to training, mentorship, and opportunities for advancement as the department scales. * Work-Life Balance: Supportive and collaborative environment with flexibility to manage client relationships effectively. * Impactful Work: Play a critical role in ensuring our clients’ IT success, security, and long-term partnership with A&R Solution We thank all candidates for their interest; however only those most qualified will be contacted.