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Enterprise Customer Success Manager
Caddie AI
- Ottawa, Ontario, Canada
- Ottawa, Ontario, Canada
Über
We are recruiting on behalf of a high growth B2B SaaS company for an Ottawa-based Enterprise Customer Success Manager.
You will own strategic enterprise accounts from onboarding through renewal and expansion. You will drive adoption, protect revenue, and uncover growth opportunities. You will act as a trusted advisor and become an extension of your customers' teams.
Salary
$74,000 - $89,000 USD per year
Key Responsibilities
• Manage enterprise customers from onboarding to renewal and expansion
• Drive product adoption through training, enablement, and best practice sharing
• Build multi threaded relationships with executive sponsors, champions, and end users
• Lead recurring meetings, including strategic business reviews and QBRs
• Demonstrate ROI and align outcomes to customer goals
• Proactively manage account health and mitigate risk
• Generate Customer Success Qualified Leads to support net revenue retention
• Lead commercial discussions, including multi year renewals
• Manage escalations with urgency and professionalism
• Partner cross functionally with Sales, Product, Engineering, and Support
• Build and maintain detailed account plans
• Use customer success platforms to track engagement, health scores, and risk signals
• Contribute to process improvements, playbooks, and health scoring models
What You Bring
• 5 to 7 plus years in Customer Success or Account Management managing complex enterprise relationships
• Strong consulting mindset with critical thinking and problem solving skills
• Ability to analyze data, identify trends, and translate insights into action
• Experience working in fast paced technology environments
• Strong presentation and communication skills across all stakeholder levels
• Comfort leading difficult customer conversations
• High level of organization and ownership
• Tech savvy and quick to learn new tools
Nice to Have
• Experience in ecommerce or digital experience analytics
• Experience with Salesforce, ChurnZero, Tableau, Mixpanel, Gong, or Notion
• Experience in a start up SaaS environment
Requirements
• Based in Ottawa
• Willing to work in office three days per week
• Able to travel for customer onsite visits
Sprachkenntnisse
- English
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