Customer Success Manager Mid-Market

About the Role

Were looking for a proactive relationship-driven Mid-Market Customer Success Manager to help our merchants maximize the value of their loyalty program while driving long-term retention and growth.

As a Mid-Market CSM youll manage a portfolio of established merchants acting as their trusted advisor throughout their customer journey. Youll work closely with merchants to increase platform adoption identify opportunities to improve performance proactively mitigate churn risk and uncover opportunities for account expansion. Youll also own the contract renewal process helping merchants continue to see the long-term value of partnering with TapMango.

This role is ideal for someone who enjoys building relationships solving business challenges and helping customers achieve measurable results.

Salary: 60.000- 65.000 CAD

What Youll Do

• Build and maintain strong relationships with a portfolio of mid-market merchants.
• Conduct proactive strategy calls and business reviews to help merchants maximize the value of the TapMango platform.
• Increase product adoption by identifying underutilized features and recommending solutions tailored to each merchants goals.
• Monitor account health and proactively engage merchants showing signs of declining engagement or churn risk.
• Develop success plans that drive customer outcomes and long-term retention.
• Identify opportunities to expand accounts through additional products features locations or services that provide value to the merchant.
• Own the contract renewal process ensuring merchants understand the value theyre receiving and helping secure long-term partnerships.
• Partner with Sales Support Product and Marketing to ensure a seamless customer experience.
• Maintain accurate account notes renewal forecasts and customer activity within internal systems.
• Serve as the voice of the customer by sharing feedback and product insights with internal teams.

What Were Looking For

• Minimum of 2 years of experience in Customer Success Account Management Customer Engagement or another client-facing relationship management role.
• Strong relationship-building and communication skills.
• A consultative mindset with the ability to uncover customer needs and recommend solutions.
• Experience managing renewals retention or expansion conversations is an asset.
• Ability to prioritize a portfolio of accounts while maintaining a high level of customer engagement.
• Strong organizational skills and attention to detail.
• Comfortable analyzing account health and customer usage to identify opportunities and risks.
• Self-motivated proactive and results-oriented.
• Sales experience particularly in consultative or solution-based selling is considered a strong asset.
• Experience with SaaS loyalty restaurant technology or hospitality is considered an asset.

Success in This Role

Success in this position means helping merchants realize the full value of the platform while creating long-term partnerships. The ideal candidate will consistently increase product adoption improve customer engagement reduce churn successfully manage contract renewals and identify meaningful opportunities for account growth.

AboutTapMango

!Ourmissionistoempowerbusinessestodo3things;-to-usemerchanttoolsandautomationalgorithmsallaimedtoenhancethecustomerexperience.

WhyJoinourTeam

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WhatWeOffer

• Generoustimeoffplan
• Salary: 60-65 k CAD
• Remote work - we will to assist with making your remote office space as comfortable as possible
• Continuousvirtualcoachingandsupport
• Comprehensivehealthbenefits
• Subsidizedgymmembership
• Performancerecognition
• Professionaldevelopmentprogram
• Growthopportunities(wereallymeanit!)

TapMango welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

NoticeRegardingAutomatedDecision-Making:

For this role TapMango does not use artificial intelligence machine learning or automated decision-making tools to screen or assess job applicants. All applications are evaluated manually by our hiring team.

WhyThisRoleIsOpen .

Required Experience:

Manager

Employment Type : Full-Time
Experience: years
Vacancy: 1