Job Description

Some of what you will do:

The Customer Success Manager (CSM) plays a critical role in managing and growing a base of unassigned B2B accounts through a pooled service model that supports both inbound and outbound customer contacts. This role combines elements of customer support, sales enablement, and strategic growth. The CSM is responsible for increasing customer satisfaction, reducing churn taking the lead on non-strategic selling activities from the AM/IAM/Sal/Specialist, and uncovering new revenue opportunities across key categories such as TRX Furniture, Facilities, Supplies, and in Apple and Technology. The ideal candidate brings a blend of proactive problem-solving, customer advocacy, and commercial acumen to deliver value at scale.

Specifically, You Will:

Manage a Pooled Portfolio of Unassigned Accounts: 40%

Serve as the primary point of contact for a defined segment of unassigned customers, operating within a pooled model to maximize coverage and efficiency Leverage digital tools, data insights, and scaled outreach tactics to build engagement and maintain customer health

Reduce Customer Issues and Churn: 30%

Identify trends in support requests and proactively address root causes to minimize repeat issues Collaborate with internal teams to improve the customer experience, reduce friction, and drive long-term loyalty

Act with Agility, Creativity, and Accountability: 20 %

Resolve customer issues with speed, empathy, and a solutions-oriented mindset Demonstrate adaptability in ambiguous or urgent situations, using judgment and innovation to deliver results

Some of what you need:

Highschool diploma or equivalent 2-3 years of experience in Customer Success, Customer Care, Customer Onboarding, Account Management, or related client-facing roles. Experience managing mid-market or enterprise B2B accounts with complex requirements. Track record of retention and upsell success, preferably tied to KPIs (e.g., Share of Wallet, Revenue Retention, Churn Rate, CSAT). Demonstrated success in managing a portfolio of customers, rather than a one-to-one support model. clients, driving satisfaction and loyalty. Strong written and verbal skills to translate complex topics into customer-friendly language. Familiarity with platforms such as Salesforce, Zendesk, Excel/Google Sheets, and customer engagement tools. Comfortable working within structured workflows (e.g., onboarding journeys, QBR cycles, escalation paths). Experience working with Sales, Product, and Support to resolve issues and deliver value. Understanding of the Find-Win-Keep-Connect model or similar lifecycle frameworks.

Some of what you will get:

Associate discount Health and Dental benefits RRSP/DPSP Performance bonuses Learning & Development programs And more.. #LI-Hybrid



Staples Canada is an equal opportunity employer committed to diversity and inclusion and we encourage applications from all qualified candidates, including those with disabilities.