Eastbay Technologies (www.eastbay.ca) is a national IT managed services provider delivering cost-efficient, high-quality technology solutions to clients across Canada. Backed by a leading private equity investor, the company is entering its next phase of growth focused on scale, operational maturity, and long-term client value.

Our success is built on strong, trusted client relationships, deep technical expertise, and a commitment to first-class client care.

 

Reporting to the Head of Customer Success, our Customer Success Managers exist to elevate the overall client experience with our brand. You are the client’s voice and advocate, responsible for ensuring our services consistently deliver value beyond day-to-day support. This role exists to provide proactive relationship ownership, drive alignment between client goals and our services, and ensure issues, risks, and opportunities are identified early and addressed thoughtfully. Customer Success Managers help our clients feel known, heard, and supported while helping our teams stay aligned to long-term outcomes, not just short-term tasks and to-do lists.

·      Serve as the trusted relationship owner for a portfolio of clients, building long‑term partnerships and acting as their primary point of contact

·      Lead recurring client check‑ins and quarterly business reviews to gauge satisfaction, uncover risks, and recommend practical technology improvements

·      Partner closely with internal service and technical teams to ensure commitments are met and service delivery remains consistent and high quality

·      Create and maintain account plans that align client objectives with their technology roadmaps

·      Own the renewal motion and proactively identify opportunities to expand services where they add clear business value – you will own growth and expansion

·      Track client health indicators and address concerns early to improve overall account stability – you own and are accountable for client retention

·      Coordinate escalations and communications with Service Delivery to ensure issues are resolved efficiently and transparently

·      Stay informed on managed services trends, cybersecurity developments, and evolving best practices to better advise clients

·      Work cross-functionally to support our internal teams with client-care

 

·      Minimum 3 years of experience in Account Management or Client Success within an MSP or IT services environment

·      Proven success in managing and nurturing relationships

·      Consultative, customer-first approach to sales and expansion

·      Strong understanding of IT service delivery models, managed services, and cybersecurity fundamentals

·      Analytical mindset with the ability to identify client needs and business opportunities

·      Ability to use data, intel, and feedback to inform strategy and decision making

·      Ability to build and execute on campaigns

·      Candidates will need to be able to produce employer references from previous two roles

·      A proactive attitude, accountability for results, and genuine care for client outcomes

·      Stellar communication and presentation skills

·      Ability to think on your feet and deal with ambiguity

·      Excellent storyteller and creative thinker

·      No egos mindset

·      Self-starters who enjoy ‘learning by doing’

·      Leads with empathy

·      Unafraid to challenge status-quo

 

You embody:

·      We Do What We Say – Follow through and close loops

·      We Own the Outcome – No excuses; solve root problems

·      We Stay Curious – Continuously improve and learn

·      Compensation & Growth

·      

·      $60,000 - $80,000

·      Commission based on KPIs