Enterprise Customer Success Manager
New
J
JobgetherCloud development
Based in CanadaFull-TimeMiddle
SalaryAnnual on-target earnings (OTE) ranging from CA$104,000 to CA$168,000, including the applicable base salary and variable compensation structure.
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Job Details
- Experience
- At least 5 years of experience in Customer Success or account management within a SaaS environment, including at least 2 years managing enterprise customers.
- Required Skills
- CI/CDCustomer SuccessHubSpot
Requirements
- Have at least 5 years of Customer Success or account management experience in a SaaS environment.
- Have at least 2 years of experience managing enterprise customers.
- Be able to manage a portfolio of approximately 20–30 accounts and build relationships with technical and business stakeholders.
- Demonstrate success improving retention, driving product adoption, managing renewals, and identifying expansion opportunities.
- Have experience independently managing the full renewal lifecycle, including procurement, pricing, contract terms, and negotiations.
- Bring technical curiosity and the ability to communicate credibly with engineering teams.
- Have familiarity with cloud infrastructure, CI/CD workflows, and developer tooling; coding experience is not required.
- Be familiar with HubSpot or similar CRM platforms.
- Have practical experience using AI tools such as Claude and be comfortable experimenting with emerging AI and Customer Success tools.
- Bring relationship-building, problem-solving, organizational, and communication skills, and work effectively across distributed teams.
Responsibilities
- Manage a portfolio of approximately 20–30 enterprise accounts and build relationships with technical and business stakeholders.
- Maintain gross revenue retention above 90%, identify at-risk accounts, and forecast renewals ahead of deadlines.
- Guide new customers through onboarding and help integrate the platform into their development workflows.
- Help customers adopt advanced capabilities, including CI integrations and Cloud Pods.
- Lead renewals end to end, including procurement, pricing discussions, commercial terms, and negotiations.
- Identify expansion opportunities across new teams, use cases, product capabilities, and integrations including Azure and Snowflake.
- Collaborate with technical account managers, account executives, and product teams to align customer goals and resolve challenges.
- Maintain account success plans, track performance indicators, contribute to internal playbooks, and improve customer success workflows.
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