About Lighthouse UAT

At Lighthouse UAT, we are dedicated to transforming how organizations approach talent acquisition and management. Headquartered in Toronto, we build streamlined, effective software solutions that empower hiring teams to find, engage, and secure the best candidates. As we continue to scale our platform and expand our footprint in the B2B SaaS space, our commitment to our customers remains our highest priority. We are looking for passionate, strategic thinkers to help our clients unlock the full potential of our technology and elevate their hiring processes.

About the Role

We are currently seeking a UAT Smoke Test - Customer Success Manager to join our dedicated team in Toronto, ON. In this pivotal full-time role, you will serve as the strategic point of contact and trusted advisor for a dedicated book of business, taking complete ownership of the post-sales customer journey. You will partner closely with our mid-market clients, ensuring they seamlessly transition from sales to onboarding, and ultimately achieve their business objectives using the Lighthouse platform.

This is not a reactive support position; you will proactively manage a dynamic portfolio of approximately 40 mid-market B2B accounts. By driving adoption, demonstrating clear ROI, and building deep relationships with key stakeholders, you will directly impact our net retention and renewal rates. If you thrive in a collaborative environment and are passionate about championing the voice of the customer, this is the opportunity for you.

What You'll Do

• Own the Customer Lifecycle: Manage a dedicated portfolio of approximately 40 mid-market B2B SaaS accounts, guiding them from initial onboarding and platform implementation through to successful, long-term renewal.
• Lead Strategic Onboarding: Design and execute tailored onboarding plans that align with each customer's specific hiring goals, organizational structure, and timelines, ensuring a rapid and smooth time-to-value.
• Drive Renewals and Growth: Take full accountability for your portfolio's gross and net retention. Proactively identify at-risk accounts to mitigate churn, while strategically spotting opportunities for account expansion and upselling.
• Conduct Executive Business Reviews: Prepare and deliver regular business reviews (QBRs/EBRs) with key decision-makers to demonstrate platform ROI, share industry best practices, and align on future strategic goals.
• Monitor Account Health: Leverage product usage data and customer health metrics to identify trends, intervening proactively when adoption drops or user friction points occur.
• Champion the Customer Voice: Act as the internal advocate for your accounts. Synthesize user feedback and collaborate closely with our Product and Engineering teams to influence the product roadmap and prioritize critical enhancements.
• Develop Best Practices: Contribute to the creation of scalable customer success resources, including onboarding playbooks, training materials, and strategic frameworks to improve the overall customer experience at Lighthouse UAT.

What You'll Bring

• Experience: 3+ years of direct experience in a Customer Success, Technical Account Management, or similar client-facing role within the B2B SaaS industry.
• Mid-Market Expertise: Proven ability to comfortably manage, prioritize, and drive value across a book of business containing approximately 40 mid-market accounts simultaneously.
• Commercial Acumen: A strong track record of owning commercial targets, specifically with hands-on experience negotiating renewals and navigating procurement or vendor management processes.
• Onboarding Proficiency: Demonstrated experience leading software implementations, change management initiatives, or complex onboarding projects for organizations.
• Communication Skills: Exceptional written and verbal communication abilities, coupled with the confidence to present to, influence, and challenge director and C-level stakeholders.
• Data-Driven Approach: Strong analytical skills with the ability to translate complex software usage data into actionable insights and strategic recommendations for your customers.

Nice to Have

• Prior experience working within the HR technology, Applicant Tracking System (ATS), or recruiting software landscape.
• Familiarity with standard B2B SaaS customer success and CRM tooling (e.g., Salesforce, Gainsight, ChurnZero, or Zendesk).
• Experience navigating the unique dynamics and pace of a scaling technology company.

What We Offer

At Lighthouse UAT, we believe that taking care of our team is the first essential step in taking care of our customers. We offer a competitive, well-rounded package designed to support you both in and out of the office.

• Comprehensive Health Coverage: Robust medical, dental, and vision benefits to keep you and your dependents healthy.
• Flexible Work Environment: A supportive, Toronto-based culture that values work-life balance and focuses on business outcomes rather than micromanagement.
• Time to Recharge: Generous paid time off, including vacation days, personal days, and company-wide holidays to ensure you have time to disconnect.
• Professional Development: Dedicated resources, feedback, and mentorship to help you advance your career in Customer Success and the broader tech industry.
• Team Collaboration: Regular team-building events, collaborative workshops, and a transparent leadership team that actively values your input and expertise.