Customer Success Manager

Job DetailsJob Location: ON Brantford - Brantford, ON N3V 6T1At ReturnPro, the Account Manager is the face of the company. You are the person our clients trust, the one who holds the relationship together, and the bridge between what we promise and what we deliver. You will own every dimension of the client experience, from day-to-day communications to long-term account growth, making sure our clients feel like they always have someone in their corner. This isn't just a relationship-management role. You will have deep visibility into the operational engine behind each account and be accountable for the financial and service outcomes that keep our clients coming back and growing with us. WHAT YOU'LL DO Client Relationship & Experience Be the primary point of contact, clients know your name and trust your word Serve as the buffer between business operations and the client, ensuring clear and consistent communication at every touchpoint Stay in the loop on all client communications, nothing falls through the cracks on your watch Own the delivery of the client experience on behalf of ReturnPro, including tracking and meeting agreed KPIs Map each client's organizational structure and actively build relationships across their team, not just with your primary contact Identify opportunities to deepen and expand each relationship over time Internal Ownership & Accountability On every program you own, you are responsible for driving ReturnPro's internal expectations, not just the client's. That means: Revenue: holding the line on revenue expectations and identifying growth levers within the account Supply Chain: staying close to all activity across Receiving, Check-in, VAS, and Fulfillment, and flagging issues before they become problems ReCommerce & Fulfillment: ensuring performance benchmarks are met across both channels Gross Margin: identifying expected gross margin by activity type and proactively surfacing bottlenecks that erode margin Business Development: continuously looking for ways to grow the account, expand scope, and unlock new value for both the client and ReturnPro QualificationsSuccess at ReturnPro You’re a natural relationship-builder, people trust you quickly and feel confident you're in control You balance the interests of the client and the business without losing sight of either You're detail-obsessed but never lose the big picture You communicate proactively — you don't wait to be asked You're comfortable in the weeds of supply chain and operations, not just in the boardroom You treat gross margin as a shared responsibility and know how to diagnose it You find energy in growing accounts, not just maintaining them Ready to be the face of ReturnPro? We'd love to hear from you.

The Account Manager serves as the primary point of contact for clients, managing relationships and ensuring consistent communication across all touchpoints. They are responsible for overseeing operational performance, driving revenue growth, and ensuring service benchmarks are met within the supply chain and fulfillment channels.

The ideal candidate is a natural relationship-builder with a strong understanding of supply chain operations and financial metrics. They must be detail-oriented, proactive in communication, and capable of balancing client needs with internal business objectives.

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Account management
• Client relationship management
• Supply chain management
• Operations management
• Financial analysis
• Gross margin analysis
• Business development
• Communication
• KPI tracking
• Problem solving
• Strategic planning
• Fulfillment
• ReCommerce

• Management & Leadership
• Customer Service & Support
• Logistics
• Sales

Expérience minimale

2+ ans

Langue de l’offre

anglais

Heures de travail

40 heures par semaine