We are looking for an experienced Customer Success Manager to join our team, working on-site from our Toronto office. In this role you will be a key member of our Customer Success function, contributing directly to our goals and working closely with talented colleagues across the business.
This is a hands-on role with real ownership and impact. You will apply your skills in Customer Success, Account Management and Onboarding to solve interesting problems, ship work you can be proud of and help us raise the bar for what we do. You will collaborate with cross-functional teams, share your ideas openly and have the support you need to do your best work and grow along the way.
You will bring around 4 to 7 years of relevant experience and strong, practical knowledge of Customer Success, Account Management and Onboarding. Just as important are clear communication, sound judgement, attention to detail and the ability to collaborate effectively with people across different teams and backgrounds.
Within your first few months, you will get up to speed with our products, processes and people, build strong working relationships across the team, and begin taking ownership of your own work. Over time, you will have the opportunity to deepen your expertise, take on broader scope and grow your career with us as the company continues to scale.
In return, we offer a supportive, inclusive and collaborative environment, competitive pay, meaningful benefits and the chance to do work that genuinely matters. We care about our people, invest in their growth and want everyone here to be able to do the best work of their careers.
If this sounds like you, we would love to hear from you. Evergreen Digital is an equal-opportunity employer: we welcome applicants of all backgrounds and are committed to building a diverse team and an inclusive workplace where everyone can thrive. Apply today and tell us why you would be a great fit.
Responsibilities
As a Customer Success Manager at Evergreen Digital, you will play a central role within our Customer Success function and take ownership of a broad and varied set of responsibilities. Working alongside a collaborative, motivated team, your day-to-day duties will include, but are not limited to, the following:- Mentor, coach and support more junior team members, helping them grow and do their best work.
- Drive planning and prioritisation for your area, balancing short-term delivery with long-term goals.
- Identify recurring problems and share actionable feedback with product and engineering teams.
- Proactively reach out to customers to ensure they are successful and to prevent churn.
- Diagnose and resolve issues effectively, escalating complex cases with clear, complete context.
- Contribute to process and tooling improvements that make support faster and better.
- Guide customers through onboarding, configuration and best practices to drive adoption and value.
- Collaborate cross-functionally to advocate for customer needs and improve the overall experience.
- Maintain high levels of customer satisfaction and consistently meet response and resolution SLAs.
- Build trusted, long-term relationships that turn customers into loyal advocates.
- Document interactions, issues and resolutions accurately in the support and CRM systems.
- Build and maintain help articles, FAQs and knowledge-base content for customers and colleagues.
- Track account health and identify opportunities for expansion and advocacy.
- Respond to customer queries promptly, professionally and empathetically across all support channels.
- Communicate progress, risks and blockers clearly and proactively to your manager and relevant stakeholders.
- Contribute to a culture of accountability, learning from mistakes and celebrating shared wins.
- Take full ownership of your work, manage your own priorities and consistently deliver to a high standard and on time.
- Maintain accurate, thorough documentation and keep all relevant systems, tools and trackers up to date.
- Build strong, trust-based relationships with internal and external stakeholders.
- Participate constructively in team meetings, stand-ups, planning sessions, demos and retrospectives.
- Proactively flag dependencies and coordinate with other teams to keep work moving smoothly.
- Uphold the company's values, policies, security requirements and standards of professional conduct in all activities.
- Handle confidential and sensitive information with discretion, care and integrity at all times.
- Support and step in for teammates when needed to help the team meet its shared goals.
- Represent the team and the company professionally in internal and external interactions.
- Identify opportunities for improvement and bring forward practical ideas to make our products, processes and ways of working better.
- Bring energy, curiosity and a solutions-focused mindset to everyday challenges.
- Contribute actively to a positive, inclusive, supportive and collaborative team culture.
What we're looking for
4-7 years of professional experience in a Customer Success Manager or similar roleStrong working knowledge of Customer Success, Account Management and Onboarding
Bachelor's degree in Business Administration
Excellent communication, problem-solving and teamwork skills
Benefits
At Evergreen Digital, we believe that looking after our people is the foundation of doing great work. We offer a comprehensive, thoughtfully designed benefits and perks package that supports your health, your finances, your growth and your life outside of work. When you join us, you can expect the following:- A home-office set-up allowance plus the laptop, equipment and tools you need to work comfortably and productively.
- Transparent, structured pay bands and clear criteria for progression, so you always know how to grow your earnings.
- Company-funded health insurance with access to a wide network of hospitals and clinics, plus an annual preventive health check-up.
- A flat, low-ego environment where good ideas can come from anyone and are acted upon.
- Regular team lunches, celebrations, offsites and social events that make work more fun, human and connected.
- Wellness initiatives throughout the year, from health talks and screenings to fitness challenges and mindfulness sessions.
- A modern, well-equipped office in a convenient location, with snacks, great coffee and plenty of collaborative space.
- Structured mentorship, regular feedback and clear, transparent career-progression frameworks to help you grow.
- a generous annual leave allowance well above the statutory minimum, plus public holidays, because rest and time to recharge are essential to doing great, sustainable work.
- Wellness perks such as gym and fitness-membership support, plus wellbeing initiatives throughout the year.
- Flexible working hours that let you do your best work while balancing your personal life and commitments.
- Opportunities to attend, speak at and learn from industry events and conferences.
- A performance-linked annual bonus that meaningfully rewards both your individual contribution and the company's success.
- Comprehensive medical, dental and vision insurance for you and your dependants, so you and your family are well looked after.
- Generous, fully paid parental leave for all new parents, supporting you through one of life's biggest moments.
- Employee discounts and access to a curated range of partner perks, offers and benefits.
- Allowances and reimbursements for work-related expenses, handled quickly and without unnecessary bureaucracy.
- A dedicated annual learning and development budget you can spend on courses, books, certifications and conferences.
- A real commitment to diversity, equity and inclusion, with employee resource groups and an open, respectful culture.
- an RRSP retirement savings plan with employer matching, helping you build long-term financial security for the future.
- Flexible time-off arrangements and the trust to take the breaks you need, when you need them.
- The chance to do meaningful, high-impact work alongside talented, friendly, humble and ambitious colleagues.
Education
Bachelor's degree in Business Administration