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ReturnPro

Customer Success Manager

Brantford, ON, Canada

Full-time

Within 25 km of Brantford · About 2.3 km from the city centre

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Job details

Job type: Full-time
Apply by: Nov 2, 2026
Posted: Jun 16, 2026

Original job description

At ReturnPro, the Account Manager is the face of the company. You are the person our clients trust, the one who holds the relationship together, and the bridge between what we promise and what we deliver. You will own every dimension of the client experience, from day-to-day communications to long-term account growth, making sure our clients feel like they always have someone in their corner.

This isn't just a relationship-management role. You will have deep visibility into the operational engine behind each account and be accountable for the financial and service outcomes that keep our clients coming back and growing with us.

What You'll Do

Client Relationship & Experience

Be the primary point of contact, clients know your name and trust your word
Serve as the buffer between business operations and the client, ensuring clear and consistent communication at every touchpoint
Stay in the loop on all client communications, nothing falls through the cracks on your watch
Own the delivery of the client experience on behalf of ReturnPro, including tracking and meeting agreed KPIs
Map each client's organizational structure and actively build relationships across their team, not just with your primary contact
Identify opportunities to deepen and expand each relationship over time

Internal Ownership & Accountability

On every program you own, you are responsible for driving ReturnPro's internal expectations, not just the client's. That means:
- Revenue: holding the line on revenue expectations and identifying growth levers within the account
- Supply Chain: staying close to all activity across Receiving, Check-in, VAS, and Fulfillment, and flagging issues before they become problems
- ReCommerce & Fulfillment: ensuring performance benchmarks are met across both channels
- Gross Margin: identifying expected gross margin by activity type and proactively surfacing bottlenecks that erode margin
- Business Development: continuously looking for ways to grow the account, expand scope, and unlock new value for both the client and ReturnPro

Qualifications

Success at ReturnPro

You’re a natural relationship-builder, people trust you quickly and feel confident you're in control
You balance the interests of the client and the business without losing sight of either
You're detail-obsessed but never lose the big picture
You communicate proactively - you don't wait to be asked
You're comfortable in the weeds of supply chain and operations, not just in the boardroom
You treat gross margin as a shared responsibility and know how to diagnose it
You find energy in growing accounts, not just maintaining them

Ready to be the face of ReturnPro?

We'd love to hear from you.

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More about this job

Responsibilities

Own client relationships and the end-to-end client experience, including communication, KPI delivery, and building relationships across client organizations. Oversee account performance across revenue, supply chain, fulfillment, and gross margin, while identifying opportunities to expand accounts and create value.

Requirements

The role calls for a proactive, detail-oriented relationship builder who can balance client and business interests and communicate clearly. Candidates should be comfortable with supply chain and operational details, understand gross margin drivers, and be motivated to grow accounts.

Skills

Customer Success
Account Growth
Client Communication
KPI Management
Supply Chain Operations
Receiving
Check-In Operations
Value-Added Services
Fulfillment
ReCommerce
Revenue Management
Gross Margin Analysis
Business Development
Issue Resolution
Stakeholder Relationship Building

Visa sponsorship

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Keywords

Customer Success
Account Management
Client Experience
Client Communications
KPI Tracking
Account Growth
Revenue Expectations
Supply Chain
Receiving
Check-In
Value-Added Services
Fulfillment
ReCommerce
Performance Benchmarks
Gross Margin
Business Development
Operational Performance
Relationship Management
Issue Prevention
Client Retention

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