Enterprise Customer Success Manager

Job Description

We are seeking an experienced, Canada-based Customer Success professional to join our growing international team. As an Enterprise Customer Success Manager (ENT CSM), you will guide customers through their post-sales journey, ensuring long-term success, value realization, and growth with our solutions.

In this role, you will own a portfolio of strategic global Enterprise accounts, building strong relationships and driving onboarding, adoption, retention, renewals, and expansion. You will collaborate closely with international Sales partners and cross-functional teams to deliver exceptional customer experiences and uncover growth opportunities.

Key Responsibilities

• Manage a portfolio of approximately 50 high-value global Enterprise accounts
• Own the full customer lifecycle from onboarding through engagement, renewal, and expansion
• Lead complex renewal processes, negotiating commercial terms to maximize net revenue retention
• Proactively drive product adoption and customer satisfaction while mitigating churn risk
• Conduct strategic check-ins, kickoff calls, and executive business reviews
• Forecast renewal and expansion revenue accurately for current and future quarters
• Identify and support account growth opportunities in partnership with Sales
• Develop and execute quarterly account plans for prioritized strategic customers
• Meet and exceed KPIs related to engagement, retention, satisfaction, renewals, and expansion
• Partner cross-functionally with Sales, Product, Legal, Finance, Marketing, Support, and Operations
• Advocate for international customers internally, sharing feedback and resolving challenges
• Drive customer advocacy initiatives such as case studies, references, and partnerships
• Participate in enablement programs, special projects, and other initiatives as needed

Requirements

• 8+ years in customer-facing roles such as Customer Success, Account Management, or Sales

• Strong understanding of Customer Success best practices and lifecycle management
• Experience managing a strategic portfolio of 50+ accounts
• Proven success leading renewals and complex commercial negotiations
• Customer-first mindset with the ability to translate business needs into product value
• Experience building executive-level stakeholder relationships
• Strong prioritization skills across a large but strategic book of business
• Excellent critical thinking, discovery, and commercial acumen
• Resilient, adaptable, and comfortable in fast-paced environments
• Ability to work independently while collaborating cross-functionally
• Exceptional communication and presentation skills
• 2+ years of SaaS experience
• 2+ years of experience using Salesforce or similar CRM tools

Preferred Qualifications

• Experience managing international or non-North American customers
• Experience working with channel partners and indirect sales models
• Familiarity with MEDDPICC or similar sales qualification frameworks
• Experience in a remote-first or distributed work environment
• Bachelor’s degree or equivalent practical experience