Customer Success Manager - Enterprise
Own strategic enterprise customer relationships from onboarding through renewal, driving adoption, retention, support, and expansion. The role requires at least three years of customer success or account management experience, strong project management, and effective cross-functional communication in a B2B SaaS or cloud environment.
About the job
Responsibilities
Account Ownership
- Own a portfolio of enterprise accounts from kickoff through renewal.
- Serve as the primary point of contact through Slack and the customer ticketing system.
- Drive customer health, adoption, and retention.
- Identify upsell and expansion opportunities and flag at-risk accounts.
Implementation and Onboarding
- Lead customer onboarding end to end.
- Configure marketplace listings across AWS, Google Cloud, and Azure Marketplace.
- Set up co-sell workflows, CRM integrations, private offers, and automations.
- Conduct kickoff calls, check-ins, product walkthroughs, troubleshooting sessions, and training.
Ongoing Support and Success
- Respond to inbound customer questions and triage issues.
- Resolve issues directly, coordinate with Product Support, or create Solutions Engineering requests in ClickUp.
- Introduce customers to platform capabilities, including funding portals, partner scoring, pipeline digests, and automations.
- Facilitate renewals with Account Management.
- Maintain account notes, implementation steps, and health tracking.
Knowledge Management and Scaled Customer Success
- Contribute to documentation, playbooks, and help center content.
- Provide clear written guidance for asynchronous customer questions.
- Participate in team syncs, customer success meetings, and product feedback sessions.
Requirements
- 3+ years of experience in Customer Success, Account Management, or a related customer-facing role.
- Experience in B2B SaaS or cloud environments preferred.
- Experience managing enterprise customers and relationships with multiple stakeholders.
- Excellent written and verbal English communication skills.
- Strong organizational and project management skills.
- Proactive and strategic approach to customer needs, risks, and opportunities.
- Ability to work cross-functionally with Sales, Product, and Engineering.
Compensation and Benefits
- Annual salary of CAD $90,000–$120,000, depending on experience.
- Monthly office lunch and commute stipends.
- Extended healthcare, dental, vision, and life insurance.
- High ownership and visibility across the company.
Skills
AWS, GCP, Azure, Azure Marketplace, HubSpot, Salesforce, Clickup, Crm Integrations, Private Offers, Co-Sell Workflows, Customer Ticketing Systems
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