Enterprise Customer Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Enterprise Customer Success Manager based in Canada.

This role offers the opportunity to shape the experience and long-term success of a portfolio of enterprise customers, including strategic accounts with complex integrations. You will develop and execute customer success strategies that strengthen relationships, improve retention, and drive sustainable revenue growth. Acting as a trusted customer advocate, you will work closely with senior stakeholders and cross-functional teams to ensure customer needs translate into meaningful business outcomes. Through performance analysis and industry insights, you will identify opportunities to improve customer value and expand existing partnerships. You will also contribute to team development by mentoring colleagues and encouraging a culture of collaboration and continuous learning. This is a full-time, fully remote opportunity in a flexible, customer-focused SaaS environment.

Accountabilities:

• Develop and implement strategic customer success plans designed to improve customer satisfaction, onboarding, retention, and revenue growth across an enterprise customer portfolio.

• Manage relationships with key enterprise customers, including complex accounts and integrations, ensuring their needs are understood and addressed effectively.

• Serve as a strong customer advocate within the organization, representing customer priorities and influencing internal teams to deliver effective solutions.

• Collaborate with cross-functional departments to align customer success initiatives with broader business objectives and ensure a consistent customer experience.

• Monitor industry developments and customer trends, translating insights into strategic recommendations that help customers achieve their goals.

• Analyze customer performance metrics, prepare reports for internal stakeholders, and use data-driven insights to identify risks, improvement opportunities, and areas for innovation.

• Contribute to customer retention strategies by identifying potential churn factors, addressing customer concerns, and strengthening long-term relationships.

• Identify and track cross-selling and upselling opportunities within the existing customer base to support account growth.

• Partner with Sales and Marketing teams to develop and execute customer expansion strategies.

• Mentor and support junior team members, sharing knowledge and encouraging continuous learning, collaboration, and high performance.

Requirements:

• Demonstrated experience advocating for customers at the executive level and effectively representing their needs within an organization.

• Proven track record of driving customer growth through successful cross-selling and upselling initiatives.

• Experience developing customer relationships and contributing to retention, satisfaction, and revenue growth.

• Strong ability to collaborate across departments and influence stakeholders to achieve shared business objectives.

• Previous experience working with SaaS products in the technology industry.

• Strong analytical skills and the ability to interpret customer performance data to generate actionable insights.

• Excellent communication, relationship-building, and strategic problem-solving skills.

• Ability to provide informed recommendations based on customer needs, business priorities, and industry developments.

• A proactive, customer-focused mindset, with the ability to work effectively in a remote, fast-paced, high-performance environment.

• Willingness to mentor colleagues and contribute to a supportive, collaborative team culture.

• College or university degree, or equivalent professional experience.

• Experience or certifications in customer success or customer support.

• Strong data analytics capabilities, including using metrics to identify trends and drive continuous improvement.

• Experience delivering strategic recommendations informed by industry knowledge and market developments.

Candidates are encouraged to apply even if they do not meet every listed qualification, as relevant experience and diverse professional backgrounds are valued.

Benefits:

• Annual base salary ranging from CAD 68,000 to CAD 85,000 , plus 20% variable compensation .

• 32 days of paid time off per year.

• Company-paid benefits starting on the first day of employment.

• Remote-first working environment with flexible remote arrangements.

• Work-from-home allowance.

• Professional development budget.

• Additional employee perks and benefits.