Customer Success Manager - Onboarding
Top Benefits
About the role
Some of what you will do:
We’re looking for a proactive and customer-obsessed Customer Success Manager – Onboarding to help newly acquired customers realize value from our products and services from day one. In this role, you’ll serve as a trusted partner to customers, driving adoption, retention, and long-term success. You will collaborate closely with Sales to execute strategy and with the Onboarding team to meet internal milestones; ensuring both customers and Staples achieve their goals.
Specifically, You Will:
- Manage relationships with new customers to ensure a seamless and successful onboarding experience
- Lead customers onboarding by delivering training sessions and executing sales strategy to support mutual long-term success
- Partner closely with the Sales team to translate strategy into execution, aligning customer outcomes with Staples’ business objectives
- Collaborate with the Onboarding team to align on account setup timelines and key milestones
- Drive product adoption and engagement to deliver measurable customer value
- Serve as the voice of the customer internally, advocating for customer needs and priorities
- Monitor customer health metrics and provide actionable insights to leadership
- Collaborate cross-functionally with Product and Support teams to continuously enhance
Some of what you need:
- College / University or relevant experience
- Minimum 3-5 years sales experience required
- Experience in a high touch customer focused environment an asset.
- Industry experience preferred
- 2–5 + years of experience in Customer Success, Account Management, or a related role
- Strong communication and relationship-building skills
- Ability to manage multiple customers and priorities simultaneously
- Data-driven mindset with experience using Customer Relationship Management tools (e.g., Salesforce)
- Strong problem-solving skills and a customer-first attitude
- Experience working Business-to-Business customers (preferred)
- Familiarity with KPIs like NPS, CSAT, churn, and revenue
- Experience working with enterprise or Small Business customers
Physical demands/working conditions:
Office environment – Hybrid, with 4 days onsite in Richmond Hill, subject to the hybrid policy.
Some of what you will get:
-
Associate discount
-
Health and Dental benefits
-
RRSP/DPSP
-
Performance bonuses
-
Learning & Development programs
-
And more...
We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for an existing vacancy.
About Staples Canada
We are the Working and Learning Company. We are building a community of exploration and discovery, a place where we can all work, learn and grow together. We are here to be a trusted ally, a resource and a sounding board, motivated to support our customers with expert knowledge, unique products and innovative services, made for the changing needs of today’s entrepreneurs, teachers, parents and students.
Founded in 1991, Staples Canada, The Working and Learning Company, is a privately-held company based in Richmond Hill, Ontario, with a network of over 300 stores across Canada. To learn more, visit www.staples.ca or follow @StaplesCanada on Facebook, Twitter and Instagram.
Customer Success Manager - Onboarding
Top Benefits
About the role
Some of what you will do:
We’re looking for a proactive and customer-obsessed Customer Success Manager – Onboarding to help newly acquired customers realize value from our products and services from day one. In this role, you’ll serve as a trusted partner to customers, driving adoption, retention, and long-term success. You will collaborate closely with Sales to execute strategy and with the Onboarding team to meet internal milestones; ensuring both customers and Staples achieve their goals.
Specifically, You Will:
- Manage relationships with new customers to ensure a seamless and successful onboarding experience
- Lead customers onboarding by delivering training sessions and executing sales strategy to support mutual long-term success
- Partner closely with the Sales team to translate strategy into execution, aligning customer outcomes with Staples’ business objectives
- Collaborate with the Onboarding team to align on account setup timelines and key milestones
- Drive product adoption and engagement to deliver measurable customer value
- Serve as the voice of the customer internally, advocating for customer needs and priorities
- Monitor customer health metrics and provide actionable insights to leadership
- Collaborate cross-functionally with Product and Support teams to continuously enhance
Some of what you need:
- College / University or relevant experience
- Minimum 3-5 years sales experience required
- Experience in a high touch customer focused environment an asset.
- Industry experience preferred
- 2–5 + years of experience in Customer Success, Account Management, or a related role
- Strong communication and relationship-building skills
- Ability to manage multiple customers and priorities simultaneously
- Data-driven mindset with experience using Customer Relationship Management tools (e.g., Salesforce)
- Strong problem-solving skills and a customer-first attitude
- Experience working Business-to-Business customers (preferred)
- Familiarity with KPIs like NPS, CSAT, churn, and revenue
- Experience working with enterprise or Small Business customers
Physical demands/working conditions:
Office environment – Hybrid, with 4 days onsite in Richmond Hill, subject to the hybrid policy.
Some of what you will get:
-
Associate discount
-
Health and Dental benefits
-
RRSP/DPSP
-
Performance bonuses
-
Learning & Development programs
-
And more...
We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for an existing vacancy.
About Staples Canada
We are the Working and Learning Company. We are building a community of exploration and discovery, a place where we can all work, learn and grow together. We are here to be a trusted ally, a resource and a sounding board, motivated to support our customers with expert knowledge, unique products and innovative services, made for the changing needs of today’s entrepreneurs, teachers, parents and students.
Founded in 1991, Staples Canada, The Working and Learning Company, is a privately-held company based in Richmond Hill, Ontario, with a network of over 300 stores across Canada. To learn more, visit www.staples.ca or follow @StaplesCanada on Facebook, Twitter and Instagram.