Customer Success Manager Job at Lumerate (Toronto)

Customer Success Manager

Lumerate

Location:
Canada , Toronto

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

75000.00 - 85000.00 CAD / Year

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Job Description:

Lumerate is growing rapidly and we’re searching for a Customer Success Manager on the Zapyrus brand team to join our team for the journey! Lumerate is a Toronto-based SaaS company that has built game-changing technology to help sales teams accelerate revenue growth. Zapyrus is the MedTech brand within Lumerate. We are an intelligence tool designed for sales professionals in the medical devices space to understand what is happening in their niches.

Job Responsibility:

Own and grow a designated book of accounts, helping customers maximize the value they get from Zapyrus through thoughtful engagement and data-driven insights
Develop a deep understanding of each customer’s strategic priorities and proactively connect product usage to real business outcomes
Lead 1:1 onboarding sessions that go beyond setup — helping customers activate the features that will drive the most value for their specific goals
Monitor customer engagement signals in tools like Mixpanel and Salesforce to identify adoption patterns, expansion opportunities, and potential churn risks
Build strong relationships with key stakeholders and develop champions, while also understanding what their product behavior is telling us
Act as the voice of the customer internally, translating their feedback and product usage data into actionable insights for Product and Data teams
Collaborate cross-functionally with Business Development, Data, and Product teams to deliver measurable outcomes for customers
Take ownership of resolving user questions and technical requests with urgency and care, ensuring customers feel supported and empowered
Contribute to strengthening cross-brand customer success collaboration across Lumerate
Actively improve how we onboard, engage, and retain customers by refining workflows and identifying opportunities to scale what works
Own and enhance in-app and lifecycle communication processes, helping ensure customers receive the right message at the right time
Use Mixpanel to analyze customer behavior and proactively surface trends that inform retention and expansion efforts
Build and refine Salesforce, Mixpanel, and Zoho dashboards that track engagement, retention, and key success metrics
Help define leading indicators of customer health and contribute to proactive churn mitigation strategies
Collaborate with Marketing and Customer Acquisition to develop creative engagement initiatives, such as customer recognition and product training campaigns
Ensure documentation, playbooks, and onboarding resources reflect best practices and evolve alongside the product
Maintain meticulous administrative records in Salesforce, ensuring data integrity and actionable reporting

Requirements:

At least 2 years of professional experience, ideally in B2B SaaS or a customer-facing environment
Exposure to the MedTech industry or a life sciences educational background is a plus
Experience supporting enterprise or mid-market customers in a business-to-business setting
Evidence that you’ve taken initiative to improve processes, workflows, or reporting systems in previous roles
Comfort navigating tools like Salesforce, Mixpanel, or similar analytics platforms — not just using them, but exploring them
Strong data literacy and confidence working in spreadsheets or dashboards to identify trends and insights

Nice to have:

A naturally curious person who loves understanding how data, product, and user behavior connect
Someone who thrives when given ownership and enjoys experimenting, tinkering, and improving systems
A metrics-driven thinker who feels energized by dashboards, engagement patterns, and uncovering insights
A detail-oriented problem solver who enjoys puzzles
A proactive self-starter who takes initiative rather than waiting to be told what to fix
A strong communicator who can build trusted relationships across customers and internal teams
Someone excited about meaningful work and contributing to a growing brand in MedTech
An optimist who persists in the face of challenge and sees opportunity in ambiguity
Comfortable and curious using AI tools like Gemini and OpenAI to improve productivity and insights

What we offer:

Earn yourself some equity (employee options make up 20% of the value of the company at all times)
Three weeks paid vacation + paid statutory holidays
If based in Toronto, enjoy a dedicated work space at our open-concept office (located in the Junction Triangle) and enjoy the benefits of in-person interactions with colleagues 3 days/week
Upgrade your home office setup with our remote or hybrid stipend
Join us for our annual all-company retreat (past destinations include Iceland, Costa Rica, Portugal, Mexico and Spain)
Earn additional paid vacation days with continued learning ($1000 annual stipend for courses and classes)
Take part in our Employee Giving Program (you choose the causes and the company provides the funds)
Basic and extended health and dental benefits
Paid and topped-up maternal and parental leave

Additional Information:

Job Posted:
February 24, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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