Customer Success Manager
TitanFile
Customer Success Manager
Location: Toronto, ON (In-office minimum 4 days/week) Type: Full-Time
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 innovation. As we scale, we're looking for a Customer Success Manager (CSM) to strengthen relationships with our most strategic clients and drive long-term growth and retention.
The Opportunity
As a Customer Success Manager, you'll be a trusted advisor to a portfolio of mid-market and enterprise clients. You'll lead onboarding, adoption, and executive engagement while proactively managing renewals and uncovering upsell opportunities. You'll interface with stakeholders across legal, compliance, and IT—often at the C-level. This is a high-impact role with both strategic and commercial accountability. You should be comfortable traveling to the U.S. for onsite sessions with high-touch clients.
Key Responsibilities
Revenue Growth & Retention
- Own a book of business with mid market and enterprise client
- Lead all aspects of the customer lifecycle: onboarding, adoption, QBRs, renewals, and expansion
- Execute sales-aligned talk tracks to uncover and close upsell opportunities
- Drive strong Net Revenue Retention (NRR)
Data-Driven Customer Engagement
- Build and deliver usage reports and ROI stories using Excel and PowerPoint
- Run QBRs with actionable insights tailored to each stakeholder group
- Identify and address underutilization with scalable engagement strategies
Stakeholder Management & Advocacy
- Build deep relationships with IT and business stakeholders
- Engage with C-level executives to reinforce strategic alignment and ROI
- Be the voice of the customer internally to influence product and support roadmaps
Onboarding & Enablement
- Deliver white-glove onboarding tailored to industry-specific workflows and security needs
- Ensure clients are successfully set up for long-term success
- Support training and best-practice enablement across departments
Cross-Functional Collaboration
- Work closely with Sales, Product, and Support teams to deliver a cohesive experience
- Surface client feedback and influence roadmap priorities
- Help evolve internal playbooks for managing complex customer journeys
What You Bring Experience
3–5 years in B2B SaaS Customer Success or Account Management
Managed enterprise clients with multiple stakeholders
Direct ownership of a multi-million dollar portfolio
Hands-on experience working with IT teams
Proven ability to upsell, retain, and expand in a high-touch environment
Comfortable conducting in-person meetings and traveling to the U.S.
Skills
Strong commercial acumen with confidence in sales-driven conversations
Advanced proficiency in Excel and PowerPoint for reporting and presentation
Outstanding communication skills across technical and executive audiences
Tech-savvy, with an aptitude for learning and storytelling
Self-starter who thrives in fast-paced, high-accountability environments
What We Offer
High-ownership role managing strategic clients in regulated industries
Competitive salary and bonus
Generous vacation and comprehensive health & dental benefits
Join a fast-growing Canadian tech company
A culture built around customer obsession and collaboration
Why Join Us
Our team is made up of high-performing professionals and we work towards solving two of the biggest challenges in the digital age: communication and privacy. We provide opportunities to build a career and grow professionally; there is no limit to what you can accomplish here! Does this sound like the perfect opportunity for you? Apply today to join our outstanding team! TitanFile is an equal opportunity employer. Please reach out to careers@titanfile.com for accommodations in the hiring process.