Customer Success Manager

Customer Success Manager Location: Toronto, ON (In-office minimum 4 days/week) Type: Full-Time About TitanFile TitanFile is the leading secure file sharing and client collaboration platform built for professionals. Our clients — including top law firms, financial institutions, and enterprises — rely on us to share sensitive information seamlessly, compliantly, and with confidence. Trusted by regulated industries, we’re known for our uncompromising approach to security, performance, and user-centric design. As a Customer Success Manager, you will be the face of TitanFile, responsible for ensuring our clients have an exceptional experience with our platform. This includes: • Building and maintaining strong relationships with our clients through regular check-ins, training sessions, and strategic planning. • Developing and executing customized onboarding plans to ensure clients are fully utilizing the platform and achieving their goals. • Providing exceptional customer support through timely and effective issue resolution. • Collaborating with cross-functional teams to identify and prioritize product enhancements and feature development. • Staying up-to-date with industry trends and best practices to continuously improve our platform and services. • Meeting and exceeding key performance indicators (KPIs) for client satisfaction, retention, and revenue growth. • Working closely with the sales team to identify upsell and cross-sell opportunities and develop strategic account plans. • Participating in regular training and professional development opportunities to stay current with industry developments and best practices. • Maintaining accurate and detailed records of client interactions, issues, and resolutions. • Adhering to TitanFile’s policies and procedures, including those related to data security and confidentiality. • Performing other duties as assigned by management. What We Offer: • Competitive salary and benefits package. • Opportunity to work with a talented and dedicated team of professionals. • Collaborative and dynamic work environment. • Professional development and training opportunities. • Recognition and rewards for outstanding performance. • Flexible work arrangements, including remote work options. • Access to cutting-edge technology and tools. • A comprehensive onboarding program to ensure a smooth transition into the role. • Ongoing support and guidance from experienced colleagues. • A fun and inclusive company culture. Requirements: • Bachelor’s degree in a related field (e.g., business, communications, or a related field). • 3+ years of experience in a customer-facing role, preferably in a technology or software company. • Proven track record of building and maintaining strong relationships with clients. • Excellent communication, interpersonal, and problem-solving skills. • Ability to work in a fast-paced environment and prioritize multiple tasks and projects. • Strong analytical and technical skills, with the ability to learn and adapt to new technologies. • Experience with CRM software and other customer relationship management tools. • Ability to maintain confidentiality and handle sensitive information with discretion. • Willingness to travel occasionally for business purposes. What We’re Looking For: • A customer-centric individual with a passion for delivering exceptional client experiences. • A team player who is comfortable working in a collaborative environment. • A strategic thinker who can develop and execute customized plans to drive client success. • A strong communicator who can effectively articulate complex ideas and solutions. • A problem-solver who can think critically and creatively to resolve client issues. • A detail-oriented individual who can maintain accurate and detailed records. • A flexible and adaptable individual who can thrive in a fast-paced environment.