About the Role

We're looking for a proactive, relationship-driven Mid-Market Customer Success Manager to help our merchants maximize the value of their loyalty program while driving long-term retention and growth.

As a Mid-Market CSM, you'll manage a portfolio of established merchants, acting as their trusted advisor throughout their customer journey. You'll work closely with merchants to increase platform adoption, identify opportunities to improve performance, proactively mitigate churn risk, and uncover opportunities for account expansion. You'll also own the contract renewal process, helping merchants continue to see the long-term value of partnering with TapMango.

This role is ideal for someone who enjoys building relationships, solving business challenges, and helping customers achieve measurable results.

Salary: 60.000- 65.000 CAD

What You'll Do

• Build and maintain strong relationships with a portfolio of mid-market merchants.
• Conduct proactive strategy calls and business reviews to help merchants maximize the value of the TapMango platform.
• Increase product adoption by identifying underutilized features and recommending solutions tailored to each merchant's goals.
• Monitor account health and proactively engage merchants showing signs of declining engagement or churn risk.
• Develop success plans that drive customer outcomes and long-term retention.
• Identify opportunities to expand accounts through additional products, features, locations, or services that provide value to the merchant.
• Own the contract renewal process, ensuring merchants understand the value they're receiving and helping secure long-term partnerships.
• Partner with Sales, Support, Product, and Marketing to ensure a seamless customer experience.
• Maintain accurate account notes, renewal forecasts, and customer activity within internal systems.
• Serve as the voice of the customer by sharing feedback and product insights with internal teams.

What We're Looking For

• Minimum of 2 years of experience in Customer Success, Account Management, Customer Engagement, or another client-facing relationship management role.
• Strong relationship-building and communication skills.
• A consultative mindset with the ability to uncover customer needs and recommend solutions.
• Experience managing renewals, retention, or expansion conversations is an asset.
• Ability to prioritize a portfolio of accounts while maintaining a high level of customer engagement.
• Strong organizational skills and attention to detail.
• Comfortable analyzing account health and customer usage to identify opportunities and risks.
• Self-motivated, proactive, and results-oriented.
• Sales experience, particularly in consultative or solution-based selling, is considered a strong asset.
• Experience with SaaS, loyalty, restaurant technology, or hospitality is considered an asset.

Success in This Role

Success in this position means helping merchants realize the full value of the platform while creating long-term partnerships. The ideal candidate will consistently increase product adoption, improve customer engagement, reduce churn, successfully manage contract renewals, and identify meaningful opportunities for account growth.

About TapMango

At TapMango, we provide companies with one of the highest quality customer engagement platforms on the market. We’re currently powering thousands of merchants across Canada, the US and Europe, and we have just begun! Our mission is to empower businesses to do 3 things; retain customers, upsell to existing customers, and acquire new customers. We provide merchants with all the necessary tools to run their very own loyalty program including an integrated suite of customized consumer facing technology, easy-to-use merchant tools, and automation algorithms, all aimed to enhance the customer experience.

Why Join our Team?

Our platform is truly a game changer in the small business arena and we need your help to empower as many vendors as possible. TapMango helps merchants compete with larger chains, so you can feel good about supporting local businesses and a diverse economy. Join a fun team with an amazing culture, tons of opportunities for growth and development, competitive pay and lots more!

What We Offer

• Generous time off plan
• Salary: 60-65 k CAD
• Remote work - we will to assist with making your remote office space as comfortable as possible
• Continuous virtual coaching and support
• Comprehensive health benefits
• Subsidized gym membership
• Performance recognition
• Professional development program
• Growth opportunities (we really mean it!)

TapMango welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Notice Regarding Automated Decision-Making:

For this role TapMango does not use artificial intelligence, machine learning, or automated decision-making tools to screen or assess job applicants. All applications are evaluated manually by our hiring team.

Why This Role Is Open This is a newly created position at TapMango. As we continue to grow, we recognized the need for this role to help us scale and reach our goals.