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Customer Loyalty & Online Ordering done right.
Customer Success Manager, Mid-Market
Location
Canada
Posted
11 days ago
Salary
$60K - $65K / year
Seniority
Mid Level
Job Description
Customer Success Manager, Mid-Market
TapMango
• Build and maintain strong relationships with a portfolio of mid-market merchants. • Conduct proactive strategy calls and business reviews to help merchants maximize the value of the TapMango platform. • Increase product adoption by identifying underutilized features and recommending solutions tailored to each merchant's goals. • Monitor account health and proactively engage merchants showing signs of declining engagement or churn risk. • Develop success plans that drive customer outcomes and long-term retention. • Identify opportunities to expand accounts through additional products, features, locations, or services that provide value to the merchant. • Own the contract renewal process, ensuring merchants understand the value they're receiving and helping secure long-term partnerships. • Partner with Sales, Support, Product, and Marketing to ensure a seamless customer experience. • Maintain accurate account notes, renewal forecasts, and customer activity within internal systems. • Serve as the voice of the customer by sharing feedback and product insights with internal teams.
Job Requirements
- Minimum of 2 years of experience in Customer Success, Account Management, Customer Engagement, or another client-facing relationship management role.
- Strong relationship-building and communication skills.
- A consultative mindset with the ability to uncover customer needs and recommend solutions.
- Experience managing renewals, retention, or expansion conversations is an asset.
- Ability to prioritize a portfolio of accounts while maintaining a high level of customer engagement.
- Strong organizational skills and attention to detail.
- Comfortable analyzing account health and customer usage to identify opportunities and risks.
- Self-motivated, proactive, and results-oriented.
- Sales experience, particularly in consultative or solution-based selling, is considered a strong asset.
- Experience with SaaS, loyalty, restaurant technology, or hospitality is considered an asset.
Benefits
- Generous time off plan
- Comprehensive health benefits
- Subsidized gym membership
- Continuous virtual coaching and support
- Performance recognition
- Professional development program
- Growth opportunities (we really mean it!)
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