Customer Success Manager at Blue J in Toronto, ON

Job description

About Blue J Blue J is the leading generative AI solution for tax professionals and one of Canada's fastest-growing AI companies. Headquartered in Toronto, we're a high-growth B2B SaaS company building industry-leading tax research software that helps accountants find accurate answers to complex tax questions with greater speed and confidence. Backed by a $122M USD Series D funding round, we're scaling rapidly across North America and the UK while continuing to push the boundaries of what's possible with AI. By combining advanced technology with deep tax expertise, we empower tax professionals to work more efficiently, make better decisions, and deliver greater value to their clients. A Note on Location This is a hybrid role based in Toronto, with the preference for being on-site 1-2 days per week. All candidates must be eligible to work in Canada. We’re intentional about in-person collaboration, not because we have to be, but because we believe there’s real value in it. Whether it’s spontaneous whiteboard sessions, monthly team gatherings, or company-wide socials, we’re building a culture where connection is energizing and showing up in person feels like something you want to do, not something you’re obligated to do. The Opportunity We’re looking for a proactive, customer-focused Customer Success Manager to support our rapid growth at Blue J. Our ideal candidate is excited about building and maintaining meaningful relationships with customers to support Blue J’s expansion. You understand how helping customers meet their usage goals plays into customer success and retention, and you’re excited about doing whatever you need to do to ensure your accounts have what they need for success.This role supports a large SMB customer base using a mix of relationship-driven and digital customer success strategies, combining proactive outreach with scalable engagement across your portfolio. We’re looking for someone curious and collaborative with a knack for sales and growth, and who is excited about playing a key role in supporting Blue J as we scale! You'll get to work closely with and learn from our amazing team, see the direct impact of your work in a rapidly growing company, and be front and centre in the world of Generative AI for professional services. If this sounds like you, we can’t wait to meet you! What You’ll be Doing Managing a high volume portfolio of SMB accounts, becoming a trusted advisor to customers, and prioritizing actions using clear signals and repeatable playbooks Achieving identified revenue targets Proactively reaching out and maintaining a regular cadence of communication with clients & decision makers to cultivate relationships, ensure retention, and promote expansion Establishing and measuring customer goals Becoming a product expert and addressing customer inquiries Training customers on how to use Blue J platforms, ensuring delivery of value to the customer portfolio Identifying risk of churn within your portfolio and taking action to alleviate it Designing and executing one-to-many customer success plays (email campaigns, usage nudges, training programs) using segmentation and filtering to support a large SMB portfolio efficiently Partnering with Expansion Account Managers to surface qualified expansion opportunities early through structured monitoring of customer signals What You Offer Blue J 1-3 years in customer success, account management or sales roles Any experience focused on relationship management and revenue retention/expansion is a plus Exceptional presentation, written and verbal communication skills Strong organizational, analytical, and Project Management skills Ideally, some experience with and desire to work in an agile, start-up/scale-up environment - a growth mindset is essential Comfort managing large books of business and high activity levels while maintaining strong customer outcomes. Experience in high-volume SMB SaaS, e-commerce, or digitally scaled customer success environments is a