Noibu is the leading ecommerce analytics & monitoring platform, purpose-built to help retailers protect and grow online revenue. By unifying site monitoring, experience analytics, and conversion growth opportunities in a single pane of glass, Noibu captures the most important end-to-end shopping data, without the complexity of traditional analytics tools.
Noibu surfaces critical site errors, performance issues, and customer journey friction that block conversions, then ties every insight directly to business impact, session replays, and full technical context. This makes it easy for ecommerce teams to understand why things are happening and what to prioritize, without dedicated analytics headcount.
The result: faster decisions, better collaboration across teams, optimized customer experiences, and revenue growth.
Learn more about Noibu at www.noibu.com.
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
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
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
Experience in ecommerce or Digital Experience Analytics
Experience with Salesforce, ChurnZero, Tableau, Mixpanel, Gong and Notion
Experience in a start-up SaaS/Tech environment
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
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