Customer Success Manager - EZRA

Description

Job Role: Customer Success Manager 

Location: Toronto, Canada - Hybrid, 3 days per week

Who we are:

We believe everyone can be better with a coach... and we won’t stop until we get there.

Coaching changes people’s lives. It helps them be happier and more productive in their work. It turns entire companies into more inclusive, more productive places to be. That’s why we’ve made it easy for more people – not just those at the top – to benefit from the world’s best coaches. This is true of our EZRA team. We believe a happy team is a productive one. We help our people grow, to care deeply about and be proud of what we do.

The Role:

As EZRA continues to grow, so does our mission to be in front of more organizations worldwide! To accomplish this, we are looking for an Enterprise Customer Success Manager reporting directly to the regional Enterprise Customer Success Lead. The focus of this role will be to work hand-in-hand with our Enterprise clients to oversee all customer success deliverables to provide a best-in-class service to EZRA's valued customers.

This is an exciting role with significant stretch opportunities, with the individual expected to play a critical role in EZRA's current and future growth.

What You'll Do:

• Lead end-to-end delivery of client programs for a portfolio of Enterprise accounts, acting as the primary point of contact from post-sale through completion, including non-program workstreams.

• Build and maintain strong relationships with key client stakeholders, ensuring high satisfaction, engagement, and alignment to client objectives.

• Collaborate cross-functionally with internal teams (e.g., Sales, Solutions, Coaching Services, Tech, Product, Finance) to ensure seamless execution and drive overall account growth.

• Provide actionable insights and reporting, aligning with client goals and partnering with Sales to deliver impactful business reviews and surface opportunities.

• Manage revenue operations, including tracking prepay balances, coordinating billing and invoicing, and maintaining data hygiene for accurate forecasting and revenue recognition.

About you:

• 3+ years of experience in Customer Success or a related corporate role, with demonstrated project management capability across complex client engagements.

• Proven ability to operate in high-growth or start-up environments, with experience navigating ambiguity and shifting priorities.

• Strong analytical and problem-solving skills, with a track record of independently identifying challenges and implementing effective solutions.

• Experience influencing cross-functional stakeholders and driving alignment without direct authority, including challenging existing processes when needed.

• Proficient in MS Office Suite, with working knowledge of marketing and sales messaging principles and a strong focus on understanding client and participant needs.

• Nice to Have: Professional fluency in Spanish, Portuguese, and/or French Canadian is a plus, as we operate in global markets and value multilingual collaboration.

Life at EZRA:

• Your Own World-class coach to help you grow personally and professionally.
• Coaching for Friends and family because coaching is a gift worth passing on.
• Charity Days to support the causes close to your heart - because doing good feels good.
• Learning Budget to fuel your curiosity. If it helps you grow, we’re in.
• Weekly Wellbeing Hour just for you. No meetings. No emails. Just space to breathe, reflect, or reset.
• Regional benefits flex to fit your location and lifestyle.
• A welcoming place to do your best work. Comfortable, collaborative and inclusive
  

#LI-Hybrid

We believe that diversity strengthens to our culture and business. Valuing uniqueness and respecting our differences means we grow faster, become better, and achieve more.

In the spirit of transparency, credentials are verified through background checks conducted upon conditional employment, in accordance with applicable laws.