Location: Ottawa, ON (Hybrid, 3 days in office)
Type: Full-Time
We are looking for an Ottawa-based Enterprise Customer Success Manager to join a leading ecommerce monitoring and experience analytics platform.
About the Role
About the team & Role
As an Enterprise Customer Success Manager, you will be responsible for transforming customers into product champions. From onboarding to adoption, and from retention to expansion, you’re the primary face of the company in the eyes of the customer and will play a huge role in their success.
What You'll Do:
- Manage enterprise accounts from onboarding through renewal and expansion
- Drive product adoption and usage through focused training, education, and sharing best practices
- Be a strategic advisor and partner, and be considered as an extension of the customer’s team
- Build deep, multi-threaded relationships with customers, including Executive Sponsors, Champions, and end users
- Deliver recurring meetings, including strategic business reviews and QBRs and demonstrate ROI
- Proactively manage risk and account health. Identify at-risk accounts early and lead action plans to resolution and adoption.
- Generate Customer Success Qualified Leads (CSQLs) to drive Net Revenue Retention (NRR)
- Lead commercial conversations and multi-year renewal discussions
- Manage escalations with urgency and professionalism
- Serve as the primary point of contact between customers and internal teams (Sales, Product, Engineering, Support) to drive overall customer success and continuous product improvements.
- Create and maintain account plans to map each customer from organization structure, business information, workflows, and more
- Utilize ChurnZero to track customer success metrics, account health & engagement scores to grow the relationship, drive account engagement and target potential risk within the base
- Contribute to playbooks, health scoring models, and CS process improvements
Who You Are:
- 5-7+ years of experience in Customer Success/Account Management, managing complex, strategic relationships in a high-touch capacity
- A consulting mindset, with critical thinking and creative problem-solving skills
- Ability to leverage data to identify trends and uncover insights
- Comfortable working in a fast-paced, constantly evolving tech environment and the ability to manage competing priorities
- Excellent communication skills, you are comfortable working with and supporting stakeholders at all levels of the organization, and are comfortable delivering presentations virtually and in-person
- Tech-savvy and excited by learning and teaching new technologies
- You’re comfortable with difficult customer conversations. You’d run into the fire rather than run away from it!
- Strong organizational abilities
Bonus If You Have:
- Experience in ecommerce or Digital Experience Analytics
- Experience with Salesforce, ChurnZero, Tableau, Mixpanel, Gong and Notion
- Experience in a start-up SaaS/Tech environment
Requirements:
- Located in Ottawa. At this time, we are not considering candidates outside of Ottawa.
- Ability to adhere to the company´s “how we work” standards with 3 days in the office
- Ability to travel for customer on site visits