Associate Customer Success Manager; SFP

Associate Customer Success Manager (SFP)

Job#: 3014931

Start date: ASAP

Office

Location:

Remote / Liberty Village, Toronto

Hybrid: preferred on-site on a weekly basis if applicable

Application Process: Apply via the medium on which you are seeing this posting. If you encounter technical difficulties submitting your resume, please send a Word version of your resume to Johanna at [email protected]

Our Client is transforming the grocery industry and is the North American leader in online grocery and one of the fastest-growing companies in e‑commerce. Since 2012, they have been working toward creating a world where everyone has access to the food they love and more time to enjoy it together. Groceries are delivered to your door in as little as an hour.

They manage deliveries during inclement weather, connect customers with coupons and deals, and update over half a billion grocery data lines every night to bring the company closer to becoming the operating system for the grocery industry.

You will partner with and support the Client’s Enterprise Customer Success Managers as they grow their largest and most strategic retail partners. In this impactful role, you will explore creative solutions to retailer challenges using existing functionalities, manage retailer feature requests, maintain retailer information pages in internal hubs, monitor support ticket volumes, audit retailer whitelabel sites, and liaise with Product teams and other internal stakeholders to identify and bridge gaps in internal and external documentation.

As part of the Enterprise Customer Success team within the broader Enterprise Solutions organization, you will collaborate with colleagues across multiple specialized groups such as Technical Account Management, Project Management, Solutions Architecture, Technical Support, Documentation, and Sales Engineering. This role involves extensive cross‑functional collaboration, offering exposure to a wide range of business operations and initiatives.

• Provide tactical support to Enterprise Customer Success Managers in developing and executing growth and customer relationship strategies for strategic retail partners.
• Collaborate with Enterprise CSMs, Business Development, Data Science, and Product teams to formulate and implement best practices, playbooks, and growth strategies for whitelabel e‑commerce.
• Serve as a subject‑matter expert on Our Client’s suite of enterprise products and services.
• Develop partner‑facing collateral and perform demonstrations to promote enterprise offerings.
• Engage, educate, collaborate, and problem‑solve with internal and external partners at all organizational levels.
• Monitor retailer ticket queues to ensure SLAs are being met, following up internally as needed.
• Find innovative solutions to retailer use cases.
• Manage and prioritize feature requests and internal task tickets.
• Maintain and regularly update retailer 360 pages and health scores.
• Monitor support ticket volumes and resolution times.
• Work with cross‑functional teams to identify documentation gaps.
• Build and maintain templates for retailer presentations.
• Audit retailer whitelabel sites and marketing channels.
• Assist with site testing and new feature training for retailers.

• 2+ years in Customer Success, Account Management, Technical Account Management, or related fields.
• Technical acumen with the ability to effectively articulate product capabilities and offerings.
• Self‑starter with the ability to thrive in an ambiguous and rapidly changing business landscape.
• Excellent communication skills.
• Creative and proactive problem‑solving capabilities.

• Prior experience in grocery, e‑commerce, or operations.
• Experience working with complex and evolving technology products.

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.

Apex will consider qualified applicants with criminal histories in a manner consistent with applicable law.