Tonal
Manager, Customer Success (B2B)
Toronto, ON · Staff+
Sponsorship not specifiedDetected 54 days ago
AccessibilitySalesAccount ManagementLogisticsContract ManagementCustomer SuccessCustomer SupportLeadership
About the role
- The Manager, Customer Success (B2B) is a leadership role that combines high-touch account management with deep operational execution.
Responsibilities
- Lead and develop the B2B Success team (currently two staff members), establishing the standard operating procedures (SOPs) that bridge sales handoff to durable retention, renewal, and expansion outcomes.
- Synthesize operational data and partner feedback to act as a key commercial stakeholder, influencing the product and logistics roadmap for B2B-specific needs.
- Own the Sales-to-Operations hand-off, translating client needs from the B2B Sales Manager into actionable plans for the installation phase and beyond.
- Serve as the primary strategic lead for high-value accounts, conducting Business Reviews that focus on operational performance, commercial ROI, and renewal and expansion planning.
- Collaborate with the Senior Executive Team to align B2B operational capacity with broader corporate growth targets and revenue goals.
- Contribute to the design of "Proof of Concept" (POC) installations for prospective high-scale partners, using operational data to build the business case for full-scale rollouts.
- Analyze in-market performance and usage trends to identify "land and expand" opportunities, partnering with Sales to drive upsells within the existing B2B footprint.
- Lead "Growth Experiments" and manage the renewal pipeline, identifying operational risks early and implementing retention strategies to protect recurring B2B revenue.
- As a Data-Driven Leader and Operator, you don't just report activity; you analyze performance data to identify operational bottlenecks, optimize resource allocation, and lead your team to prove ROI to both partners and Tonal's Senior Executive team.
Requirements
- You have "Player/Coach" DNA and thrive in high-growth environments and are just as skilled at negotiating a contract renewal with a C-suite executive as you are at navigating a logistics crisis with Field Operations.
- You are an infrastructure focused systems thinker who brings structure and clear workflows to ambiguous environments, ensuring our B2B tech stack scales alongside the commercial mission.
- Should you have any accommodation requests, please reach out to us via our confidential email, accessibility@tonal.com.
Compensation
- Competitive compensation package, benefits, and Tonal product perks
Benefits
- 3-5+ years of experience leading a revenue focused team in B2B Customer Success or Account Management, ideally involving complex hardware deployments in fitness tech, hospitality, or corporate wellness.
- Competitive compensation package, benefits, and Tonal product perks
Company info
- At Tonal, we believe that the unique and varied lived experiences of our teammates contribute to our overall strength.
This listing is sourced directly from Tonal's careers page and normalized into a canonical job model.