Customer Success Manager

Join Stallion Express, a rapidly growing logistics and eCommerce shipping company dedicated to supporting Canadian businesses with reliable cross-border and domestic delivery solutions. Known for our innovative approach and exceptional customer service, we simplify the shipping experience for entrepreneurs. As we continue to grow through new partnerships and strategic investments, our finance team is evolving to support smarter, more efficient operations through automation and insight-driven decision-making.

Position Summary

We are seeking a proactive, customer-focused Client Success Manager to lead our day-to-day client support operations while driving process improvements, enhancing service quality, and supporting strategic customer experience initiatives. This role will manage a small team and play a key part in optimizing client workflows, implementing tools to boost efficiency, and partnering with leadership to deliver exceptional service that drives client satisfaction and retention.

This is not a routine or purely reactive role-you’ll be at the heart of a rapidly evolving logistics company, shaping how we engage and support our customers. We’re looking for a candidate with a builder’s mindset who thrives in fast-paced, dynamic environments where solutions aren’t always predefined. You should be comfortable taking initiative, identifying service gaps, and implementing improvements without waiting for direction. If you see challenges as opportunities to create seamless, outstanding client experiences, this is the perfect role for you!

Responsibilities:

• Serve as the go-to expert on all Stallion Express products and services, offering guidance to both customers and internal stakeholders.
• Oversee multi-channel support operations (phone, email, live chat), ensuring consistent, high-quality service that reflects our brand values.
• Continuously analyze customer feedback and performance data to uncover trends, surface issues, and recommend strategic improvements.
• Collaborate cross-functionally with Product, Sales, and Operations teams to relay customer insights and contribute to ongoing service enhancements.
• Act as a calm, solutions-focused leader during escalations, ensuring issues are resolved promptly and professionally.
• Stay up-to-date with industry trends and best practices in customer experience, logistics, and eCommerce.
• Champion Stallion Express at external gatherings, conferences, and meetings with clients, cultivating lasting relationships and reinforcing our brand reputation.
• Lead, mentor and develop our in-house Customer Support team, setting clear goals, conducting regular check-ins, and supporting their professional growth.
• Provide dotted-line leadership to our remote Customer Support Representatives, ensuring alignment in communication, service quality, and shared team objectives.
• Facilitate monthly internal briefings to share updates on new product launches, service enhancements, and key customer learnings.
• Foster a positive, inclusive, and engaging culture across both in-house and remote support teams.

Qualification:

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 2-3+ years of experience in customer success, support leadership, or experience management-logistics or eCommerce industry experience is a strong asset.
• Demonstrated leadership ability, with a talent for motivating and mentoring teams.
• Strong analytical skills, with the ability to turn data into actionable insights.
• Excellent written and verbal communication, with a customer-first mindset.
• Experience with CRM and support platforms (e.g., Zendesk, HubSpot, Freshdesk, etc.).
• Naturally charismatic, relationship-oriented, and passionate about helping others succeed.
• Able to represent Stallion Express with professionalism, warmth, and confidence.

Preferred:

• Bilingual in English and French is considered an asset, though not mandatory.
• A solid understanding of the logistics industry is a strong advantage.

What’s in it for me?

• Corporate Telco Discount: Enjoy our exclusive corporate discount for you and your family! Eligibility begins once you successfully complete your probationary period.
• Flex Time. We offer flexible start times to accommodate your schedule and preferences. This position is based out of our headquarters in Mississauga, Ontario. This position requires working in-office for three days a week, with Tuesdays and Thursdays being remote.
• Office gym. We are currently building out our new Office Gym! Once completed, it will be available 24/7. It’s not a commercial gym, but it has all the necessities-and more!

Stallion Express is an equal opportunity employer committed to fostering an inclusive and accessible work environment. We welcome and encourage applications from individuals of all backgrounds, experiences, and abilities. Accommodations are available on request throughout the recruitment process to ensure an equitable experience for all candidates.

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