Enterprise Customer Success Manager
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