Customer Success Manager
Delivering the Future of Digital Infrastructure
Department - Customer Success & Operations
Reports To - VP of Sales
Location - Toronto, ON - Hybrid
Employment Type - Full-Time, Permanent
About Andorix
Andorix is a Toronto based digital infrastructure company delivering converged in-building network solutions for commercial real estate, mixed-use developments, and smart building environments. Our managed services portfolio includes Managed PON, Managed WiFi, Managed DAS, Managed Private 5G, IoT networking, and Cyber Protection as a Service all built on a single, scalable backbone that enables building owners and operators to unlock the full potential of smart building technologies.
We work alongside leading real estate operators, technology partners, and infrastructure providers to deliver connected, intelligent spaces that are energy-efficient, cost-effective, and future-ready.
Role Summary
As a Customer Success Manager at Andorix, you will own the post-sale relationship for a portfolio of enterprise and commercial real estate clients, ensuring they derive maximum value from Andorix's managed digital infrastructure services. You will serve as the trusted advisor and primary escalation point between Andorix and its customers - driving adoption, retention, satisfaction, and growth.
This is a highly collaborative role that sits at the intersection of technology, real estate operations, and customer experience. You will partner closely with our engineering, operations, and sales teams to deliver exceptional service outcomes and proactively identify opportunities to expand the Andorix relationship.
Key Responsibilities
Customer Relationship Management
- Own the full lifecycle of assigned customer accounts, from onboarding through renewal and expansion.
- Develop deep relationships with key stakeholders including property managers, facility directors, IT teams, and C-suite contacts at real estate organizations.
- Serve as the primary escalation path for service issues, ensuring timely and effective resolution in collaboration with Operations.
- Conduct regular business reviews (QBRs) to assess service performance, present insights, and align on strategic objectives.
Service Adoption & Value Delivery
- Guide customers through onboarding and configuration of Andorix managed services including PON, WiFi, DAS, Private 5G, IoT, and Cyber Protection.
- Identify and address barriers to adoption; proactively educate customers on new features and service enhancements.
- Translate complex technical concepts into clear business value narratives for non-technical stakeholders.
- Monitor SLA performance and service health dashboards; surface risks and drive remediation actions.
Retention & Growth
- Drive high NPS and CSAT across our portfolio.
- Identify upsell and cross-sell opportunities across Andorix's service portfolio and collaborate with Account Executives to close expansion business.
- Manage renewal processes, ensuring contracts are renewed on time and risk accounts are proactively identified and managed.
- Track and report on customer health scores, churn risk, and engagement metrics.
Internal Collaboration & Advocacy
- Act as the voice of the customer internally, channeling feedback to Product, Engineering, and Operations teams to drive continuous improvement.
- Collaborate with the Sales team during pre-sales to set appropriate expectations and ensure smooth handoffs.
- Contribute to the development of customer success playbooks, onboarding documentation, and best practices.
- Participate in cross-functional projects to improve the overall customer experience.
Qualifications
Required
- 3–6 years of experience in Customer Success, Account Management, or Technical Account Management - preferably in managed services, telecom, networking, or PropTech.
- Proven ability to manage a portfolio of enterprise clients and deliver measurable retention and satisfaction outcomes.
- Strong technical aptitude with the ability to understand networking infrastructure concepts (fiber, WiFi, LAN/WAN, DAS, IoT, 5G) at a functional level.
- Excellent communication and presentation skills - comfortable engaging both technical teams and executive stakeholders.
- Experience managing customer escalations and driving resolution across cross-functional teams.
- Proficiency with CRM tools and customer health monitoring platforms.
- Post-secondary degree in Business, Technology, Engineering, or a related field - or equivalent professional experience.
What We Offer
- Competitive base salary.
- Comprehensive benefits package including health, dental, and vision coverage.
- Hybrid work model based out of our Toronto, ON office.
- A collaborative, close-knit team where your contributions have direct impact.
- Exposure to cutting-edge smart building and digital infrastructure technology.
- Opportunity to work alongside leading real estate operators and technology partners across North America.
Benefits:
- Casual dress
- Company events
- Disability insurance
- Extended health care
- Life insurance
- Mileage reimbursement
- On-site parking
- Vision care
Work Location: Hybrid remote in North York, ON M3B 2S7
