# Founding Customer Success Manager

**Company:** [Terminal](https://hotfix.jobs/companies/terminal)
**Location:** Toronto, Canada
**Role:** Customer Success
**Salary:** CA$135k – CA$165k/yr
**Skills:** Customer Success, Enterprise Accounts, Data Infrastructure, Developer Platforms, Data Pipelines, QBRs, Success Plans, Customer Activation, Risk Management, Notion, Telematics, Fleet Management, Insurance
**Posted:** 2026-07-28

> Own enterprise customer activation, time-to-value, success planning, and QBRs as Terminal’s first Customer Success Manager. The role requires technical-product customer success experience, Fortune 500 stakeholder management, data-pipeline fluency, and strong executive communication.

## Job Description

## Responsibilities

- Own time-to-value from contract signature to production certification.
- Drive enterprise customers from go-live to deriving real value and activating at scale.
- Establish proactive customer cadence through bi-weekly working sessions and written status updates.
- Create and maintain measurable, customer-signed success plans with baselines and targets.
- Maintain adoption and risk registers with named risks, mitigations, and due dates.
- Align stakeholders across product, data, security, and finance.
- Lead quarterly business reviews (QBRs) that validate or evolve expansion theses.
- Co-author the success-plan template, QBR framework, and activation playbook within the first 90 days.
- Feed recurring activation friction back to R&D.
- Drive go-live, production certification, and activation milestones across enterprise accounts.

## Requirements

- Experience owning enterprise customer success at a technical product company, such as a data infrastructure or developer-platform company.
- Demonstrated ownership of retention and activation outcomes, including cohort NDR, activation metrics, or 90-day adoption.
- Experience aligning multiple stakeholders within Fortune 500 accounts, including product, data, security, and finance.
- Sufficient understanding of data pipelines to identify issues, understand their impact on insurance data science teams, and explain them to executives.
- Clear, direct executive communication skills.
- High-urgency operating style with the ability to establish cadence, hold customer counterparts accountable, and drive go-live and activation at scale.

## Nice to Have

- Experience building or operating a structured success-plan system.
- Domain exposure to telematics, fleet, insurance, or logistics.
- Experience at companies such as Snowflake, Databricks, Twilio, Stripe, or Fivetran.

## Success Measures

- Reduce days from contract signature to first production data flowing by 25% in the first 90 days.
- Increase vehicle utilization versus the contract floor month over month.
- Achieve current, measurable success plans signed by the account champion for 100% of accounts.
- Surface, validate, or evolve an expansion thesis at every QBR.
- Ship version-one success-plan, QBR, and activation frameworks within 90 days.
- Reduce time-to-value as the playbook matures.

## Compensation and Benefits

- **On-target earnings:** $135,000–$165,000 CAD.
- Meaningful equity.
- Brand-new MacBook and computer equipment.
- Health and dental benefits with a flexible healthcare spending account.
- Personal spending account for professional development, fitness, and wellness.
- Four weeks of paid time off plus statutory holidays.
- In-person culture with an office in downtown Toronto.
- Travel as needed for customer onboarding and meetings, up to 15–25%, primarily to the United States.

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