Manager, Customer Success (B2B)

Role Overview

This position leads Tonal’s B2B customer success function, combining hands-on account ownership with strong operational coordination. The role is accountable for the commercial performance of B2B partners across corporate wellness and hospitality, making sure equipment deployments happen smoothly, usage stays strong, and relationships support renewals and expansion.

You will act as the central point connecting Sales, Logistics, Field Operations/Servicing, and Care. In this role, you will guide a specialized team, manage complex hardware installations, and create the operating processes that transform high-volume rollouts and account experience into a reliable, data-informed retention and growth engine.

Leadership and Strategic Operations

• Lead and grow the B2B Success team, which currently includes two team members, and establish clear operating procedures that connect the sales handoff to long-term retention, renewal, and expansion outcomes.
• Build the B2B commercial playbook that defines the account journey from contract signing through installation, renewal, and multi-year growth.
• Use operational insights and input from partners to influence the product and logistics roadmap for B2B-specific requirements.

Deployment and Account Management

• Own the white-glove deployment experience for important commercial accounts, ensuring installation of complex hardware reflects Tonal’s premium service standard.
• Take responsibility for the transition from Sales to Operations by converting client requirements from the B2B Sales Manager into clear execution plans for installation and ongoing support.
• Serve as the main strategic contact for high-value accounts, leading business reviews centered on operational performance, commercial return on investment, and renewal or expansion planning.

Cross-Functional Coordination

• Work across teams to design the B2B technology and operational infrastructure, aligning Sales, Care Operations, Logistics, and Field Operations with order and contract systems so account health and renewal potential are visible in one place.
• Act as the bridge between commercial and operations groups, improving installation and servicing workflows and removing blockers so large B2B deployments move faster.
• Partner with senior leadership to match B2B operational capacity with broader company growth goals and revenue targets.
• Collaborate with Care Operations leadership on the B2B support model, ensuring commercial partners receive top-tier technical help and service that protects renewals and supports expansion.

Growth, Pilots, and Retention

• Help design proof-of-concept installations for prospective large-scale partners by using operational data to support the case for a full rollout.
• Review in-market performance and usage patterns to uncover upsell opportunities and work with Sales to grow within existing B2B accounts.
• Lead growth experiments and manage the renewal pipeline, spotting operational risk early and putting retention plans in place to safeguard recurring revenue.

Who You Are

You bring 3–5+ years of experience leading a revenue-focused team in B2B customer success or account management, ideally in environments involving complex hardware deployment within fitness tech, hospitality, or corporate wellness. You are comfortable using data to diagnose operational issues, improve resource allocation, and demonstrate value to both partners and senior executives. You work well in a player-coach capacity, can navigate both contract conversations and logistics challenges, and enjoy turning pilot programs into repeatable systems. You thrive in ambiguity, build structure where it is missing, and coordinate effectively across functions such as Finance, Logistics, Field Operations, and Care to keep deployments on track.

Additional Information

Tonal welcomes candidates with a wide range of backgrounds and values different lived experiences as part of a stronger team. Applicants who meet most of the criteria are encouraged to apply, even if they do not match every requirement. The company is committed to accessibility and can provide accommodations for people with disabilities in accordance with its accessibility policy and local law. Requests for accommodation can be sent to the confidential accessibility email provided by the company.

Compensation

The expected salary range for this role is CA$93K to CA$120K.

Why This Role May Appeal to You

• You will be joining at the start of a major growth channel for Tonal.
• The company offers a competitive pay package, benefits, and product-related perks.
• You will work with a collaborative, mission-driven team focused on redefining strength training.