Enterprise Customer Success Manager

Noibu

Ottawa, Ontario, Canada

Ottawa, Ontario, Canada

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Über

About the team & Role Noibu is looking for an Ottawa-based Enterprise Customer Success Manager to join our team. As an Enterprise Customer Success Manager, you will be responsible for transforming Noibu's customers into product champions. From onboarding to adoption, and from retention to expansion, you're the primary face of Noibu 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 Noibu's "how we work" standards with 3 days in the office

Ability to travel for customer on site visits

Ottawa, Ontario, Canada

Sprachkenntnisse

English

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