Archived listing. The details below describe a past opening.
Customer Success Manager
One position | Full-time, permanent | Vaughan, Ontario | On-site
About H&S
Founded in 1993 and based in Vaughan, Ontario, H&S is a leading distributor of maintenance, repair and operations (MRO) and renovation supplies built exclusively to serve Ontario's purpose-built residential rental market. It provides essential supplies for property upkeep, tenant turnover, and renovations through ten main product categories and 8,500+ SKUs that are specifically tailored for purpose-built rentals. H&S has built a strong reputation in the market due to its emphasis on customer service and long-standing relationships with property owners and managers.
The job
H&S has built its reputation on personal service and long-standing customer relationships. As we grow, we're looking for a Customer Success Lead who can help us build on that strength by creating consistent service standards and developing our team so that every customer continues to receive the level of service that H&S is known for.
You will lead and manage our growing customer service organization, including our inside and field customer service teams. Working with our executive team, you will help develop the service playbook, set standards, establish meaningful metrics and coach the team against them. You will take ownership of more complex customer issues when escalation is needed. This is a build role for someone who has run service teams before and wants to shape one from the ground up, reporting directly to ownership.
Your focus will be customer retention, service quality, team performance and creating a consistent customer experience across H&S. Your role will be measured by retention, response times, order accuracy, and ensuring customers feel the difference.
What you will do
- Write, train, and enforce the service playbook: how orders, issues, and special requests get handled, every time
- Manage the inside team with clear metrics and regular coaching
- Direct the field representatives: routes, visit standards, and what good looks like in a building
- Own escalations end to end, and own the special-order process
- Bring the voice of the customer into our weekly and quarterly rhythm
What you bring
- 3+ years leading customer service or operations teams, ideally in distribution, wholesale, or big-box retail
- You have built processes and managed people to them, not just inherited them
- You manage with numbers and coach with patience
- You genuinely enjoy developing people, building relationships and being in front of customers; warmth matters here as much as process discipline
- Product depth in plumbing or hardware is a real asset; proven leadership matters more than industry background
- Comfortable in a CRM and reporting service metrics to a leadership team
Compensation
- Base salary: $90,000, plus performance-based incentive compensation and full benefits.
H&S is an equal opportunity employer. If you need an accommodation at any point in the hiring process, tell us and we will arrange it.
Why this role is worth your time
- You will be building the service organization of a company that already wins on service, with the backing to do it properly and a leadership team that will give you real ownership. The team you build is yours to grow with the company. Good work, good people, and a team you'll enjoy showing up for.
