Enterprise Customer Success Manager

CanadaRemoteFull-timemid

Enterprise Customer Success ManagerCustomer Success

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Quick Summary

Overview

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Enterprise Customer Success Manager based in Canada.

Technical Tools

Enterprise Customer Success ManagerCustomer Success

The Enterprise Customer Success Manager will manage a portfolio of site-based accounts within a major enterprise customer relationship.
The role focuses on driving technology and services adoption while delivering measurable business value and strong customer outcomes.
You will own recurring revenue growth strategies across contracts and software subscriptions, with a strong focus on retention and expansion.
Working closely with Sales, Delivery, Distribution, and other stakeholders, you will create a seamless and collaborative customer experience.
You will use customer data and insights to identify opportunities, improve outcomes, and inform strategic account decisions.
The position combines customer advocacy, commercial acumen, data-driven decision-making, and executive-level communication.
This is an opportunity to influence long-term customer relationships in a global, technology-driven and highly collaborative environment.

Manage the annual recurring revenue target and growth strategy associated with contracts and software subscriptions across an enterprise account portfolio.
Use customer success platforms and available workflow data to execute onboarding, adoption, expansion, and renewal activities tailored to each account.
Analyze customer information and business data to demonstrate the value delivered through services contracts and software subscriptions.
Communicate customer value and outcomes through regular business reviews, including Quarterly Business Reviews (QBRs), and aggregate insights at the corporate customer level.
Identify customer needs, usage patterns, and business insights to recommend changes or additions to existing services and subscription scopes.
Initiate expansion opportunities in partnership with Sales and track the effectiveness of expansion motions.
Build trusted relationships with customer stakeholders and understand their buying behaviors, business priorities, and decision-making processes.
Collaborate closely with Sales, Delivery, Distribution, and other internal teams to ensure an optimal customer experience.
Advocate for customer needs and provide feedback to portfolio teams to help improve services, offerings, and customer outcomes.
Support account retention by identifying risks, addressing customer concerns, and proactively strengthening adoption and engagement.
Develop and execute corporate-level services recurring revenue strategies aligned with customer priorities and business objectives.
Manage multiple priorities effectively while maintaining strong customer relationships, commercial performance, and service quality.

Requirements

~2 min read

Bachelor’s degree in Business Administration, Engineering, or a related field, or equivalent relevant professional experience.
8+ years of experience working with customers in commercial, sales, technical, customer success, or related business environments.
Demonstrated experience increasing annual recurring revenue and developing growth strategies for services, software, or subscription-based offerings.
Experience managing enterprise customers and working across complex, matrixed organizations.
Strong understanding of customer buying behaviors, purchasing processes, and enterprise decision-making.
Experience with customer success platforms such as Gainsight and analytics tools such as Power BI is preferred.
Experience working within manufacturing, industrial automation, technology, or another complex B2B environment is an asset.
Strong commercial acumen, including the ability to build trust with Sales teams and contribute to complex contract and expansion discussions.
Ability to develop, communicate, and execute recurring revenue strategies at the corporate account level.
Strong understanding of how services are structured and delivered, with the ability to collaborate effectively with service delivery teams on behalf of customers.
Excellent written, verbal, presentation, and stakeholder communication skills, with confidence engaging individuals at multiple organizational levels.
Strong analytical and problem-solving abilities, with the capacity to translate customer data and insights into actionable recommendations.
Customer-centric mindset with the ability to understand customer requirements and position them as drivers of business strategy.
Strong collaboration and influencing skills, with the ability to motivate others and work effectively in a matrix environment.
Self-directed, organized, adaptable, and capable of managing multiple priorities simultaneously.
Professional fluency in English is required; bilingual English/French communication skills are expected for this global role.