Customer Success Manager (SaaS) at Zymewire


Customer Success Manager (SaaS)

Full-Time in Toronto, ON - Customer Success

Ready to embark on the next adventure in your career at a high-growth startup? Zymewire is searching for a talented Customer Success Manager with knowledge of the biotech and pharma space to support our growing client base.

We’re a Toronto-based SaaS startup that has built game-changing technology to help business development teams accelerate revenue growth. Today we’re focused on helping clients who work in the life sciences, but tomorrow we envision becoming the de facto service that sales professionals across all industries rely on to help them be even better at their jobs.

We carry out our mission through (1) maintaining unrelenting curiosity about our customers’ challenges, (2) putting user needs first (3) constantly innovating and (4) having fun while doing it.

Zymewire users are located in over 50 countries around the world and their companies range in size from start-ups to billion-dollar multinationals. Unlike other CS roles at VC-fuelled companies out there, we've built our bootstrapped business on pure customer investment. We’ve reached an inflection point in our growth and are in need of your talents to help users get the most out of the software.

Our laid back, dog-friendly office is located in the Junction Triangle (1655 Dupont St.). We’re located 8 mins from Dundas West Subway Station, the Bloor GO train station and The Bloor UP Express Station.

What the role looks like:

Reporting to the Director of Customer Success, you’ll immerse yourself deeply in the unique workflows of our users around the world. You’ll develop strong bonds with customers as you provide them with training, guidance and support that will help them get the most out of Zymewire. You’ll hone your problem-solving skills by helping users resolve technical challenges. The feedback that you collect from the frontline will be a critical lifeline for our engineering team, and you’ll play a role in shaping the future of the product. You’ll feel the impact of your efforts daily, as our users often rave about how much we’ve simplified their day-to-day work!

What you’ll be responsible for:

  • Collaborating and planning with the Customer Success team to maximize levels of engagement across client base
  • Leading training sessions for users, over the phone and via screen share
  • Leading the management and resolution of user questions and technical requests
  • Identifying opportunities for expansion and upgrades within your customer base
  • Documenting customer interactions in Zymewire’s Salesforce database
  • Contributing positively to Zymewire’s culture by sharing knowledge, supporting our commitment to inclusion

All about you:

  • You’ve worked either in the biotech/ pharma industry, or as a customer success manager for a SaaS company for at least one year (both is even better).
  • Helping others and building strong relationships is at the heart of everything you do
  • You’ve got a knack for identifying opportunities that will provide additional value to customers.
  • Your enthusiasm is contagious.
  • You consider yourself to be tech-savvy, and you’re excited by the idea of working for a software company.
  • You’re super curious (like George), about everything.
  • You’re an excellent professional communicator. You’ve got the gift of gab and you can effectively convey ideas and emotions via email, phone, and in-person interactions.
  • You’re detail oriented, so you’ll notice that we’d like you to mention Buzz Lightyear in your cover letter.
  • You enjoy creating a plan as much as executing on it to create tangible value.
  • You strive for constant improvement (personally, as part of a team and for the company)
  • You have a positive outlook, great composure, love to solve problems and share knowledge.

Why Zymewire? Fancy perks etc.

  • Help shape the future of a bootstrapped and profitable Canadian tech company
  • Gain exposure to the software development process in a fast-moving, Agile environment
  • Own a piece of our success (employee options make up 20% of the value of the company)
  • Experience a new city or country for up to a full month each year through our optional work abroad program
  • Grow with an experienced team with skills in machine learning, development, business and organizational culture
  • Office dogs as teammates
  • Annual all-company retreat to exotic location when we reach our goals (past destinations include Bermuda and Iceland)
  • Regular team meals & events
  • Employee Giving Program (you choose the cause and the company provides the funds)
  • Earn additional paid vacation days with continued learning ($1000 annual stipend)
  • Basic and extended health and dental benefits
  • Maternal and parental leave top-ups
  • Competitive salary


  • $55K-65K
  • Monthly bonuses to be discussed (based on performance)

Already picturing your first day as our next Customer Success Manager? Apply below with your cover letter and resume! We look forward to hearing from you.

Zymewire is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.