Senior Customer Success Manager

Job Description

<p><p>STAN is the largest provider of AI solutions for HOA and Condo Property Managers. We are using cutting-edge and patented artificial intelligence technology to build solutions that enhance life for residents of more than 2 million+ homes across North America. And, we are on a mission to build the world’s first AI property manager. Want to come along for the ride?</p><p>STAN is also an award-winning platform, having been recognized by Rogers, FedEx, George Brown College, StartUp Canada, the Waterloo Accelerator Centre, and more!</p><p>To learn more, feel free to visit our website!</p><h3>Tasks</h3><p><b>The Role</b><br/>We are seeking a talented Senior Customer Success Manager to oversee a high-touch portfolio of property management accounts. You’ll play a key role in their long-term growth and retention by building strong relationships, providing solutions-based support, and taking an active role in onboarding, training, and ongoing account management. The focus is on product adoption, retention, and customer satisfaction rather than aggressive upselling.</p><p>This position is based in North York and is currently full-time in-office. In early 2026, we plan to transition to a hybrid model (3 days in-office). This position is ideal for someone who thrives in a collaborative, high-energy environment and enjoys being in person.</p><p><b>Responsibilities</b></p><ul><li>Manage an assigned and growing portfolio of high touch enterprise accounts.</li><li>Build positive relationships with clients, while becoming a trusted AI Solutions advisor.</li><li>Act as the central point of contact and handle customers’ individual needs.</li><li>Resolve conflicts and provide solutions to customers in a timely manner.</li><li>Identify and create growth opportunities within the assigned book of business.</li><li>Expand STAN’s Suite of AI tools across property management firms full portfolios.</li><li>Demonstrate STAN’s growing capabilities with customers, through product walkthroughs and new feature presentations.</li><li>Set and track account targets, aligned with company and Customer Success objectives.</li><li>Protect a book of business, through churn management, expectation setting with customers, and strategic problem-solving.</li><li>Work cross-functionally with Engineering, Sales & Marketing, and Operations to deliver world-class client experiences.</li><li>Become the internal voice of the customer at STAN, driving our client's needs forward.</li><li>Contribute to the build-out of Customer Success best practices at STAN, including creating new processes, setting key objectives, and formulating account growth plans.</li></ul><h3>Requirements</h3><p>Proven work experience in technical consulting/implementation, customer service, and/or client success.</p><ul><li>Hands-on experience with selling and an ability to deliver excellent customer service.</li><li>Knowledge of CRM software, Project Management, and CS Platforms.</li><li>Experience with scaling Account Management programs within a fast-paced startup.</li><li>Deep understanding of performance metrics.</li><li>Excellent communication, objection handling, and negotiation skills.</li><li>An ability to deliver projects and answer inquiries on time.</li><li>Business acumen with a problem-solving attitude.</li><li>Degree in Business Administration, Marketing, or equivalent experience.</li></ul><h3>Benefits</h3><p><b>Compensation</b><br/>$100,000 to $150,000+ (depending on experience and OTE)</p><p><b>What We Offer</b></p><ul><li>Opportunity to work on cutting-edge AI technology</li><li>Comprehensive health, dental, and specialist benefits<br/>Company Macbook</li><li>Free parking and shuttle service to office</li><li>Extra PTO during occasional US holidays</li><li>Company events</li><li>In-office restaurant</li><li>Office building events</li><li>Unlimited ping pong and espresso!</li></ul></p>
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