🕒 4 days ago
Own strategic customer accounts by driving onboarding, product adoption, renewals, and expansion, while aligning customer goals with business outcomes and coordinating internal teams to resolve challenges.
Enterprise CSM
🕒 4 days ago
Enterprise Customer SuccessSaaS Account ManagementCustomer RetentionProduct Adoption
📜 Description
- Manage a portfolio of approximately 20–30 enterprise accounts and build trusted stakeholder relationships.
- Lead onboarding and help customers integrate the platform into development workflows and reach value quickly.
- Drive product adoption, including advanced capabilities, CI integrations, Cloud Pods, Azure, and Snowflake use cases.
- Own renewals end to end, forecast accurately, and manage procurement, pricing, commercial terms, and negotiations.
- Identify retention risks and expansion opportunities across teams, use cases, and product capabilities.
- Maintain success plans and performance indicators, collaborate across teams, and improve customer success processes and playbooks.
🛠️ Requirements
- At least 5 years of Customer Success or account management experience in SaaS, including at least 2 years managing enterprise customers.
- Experience managing a portfolio of approximately 20–30 accounts and engaging technical and business stakeholders.
- Demonstrated success with retention, product adoption, renewals, and account expansion.
- Experience managing renewal processes, procurement, pricing discussions, contract terms, and negotiations.
- Technical understanding of cloud infrastructure, CI/CD workflows, and developer tooling; coding experience is not required.
- Familiarity with HubSpot or similar CRM platforms and practical use of AI tools such as Claude.
- Excellent relationship-building, communication, organization, problem-solving, collaboration, and adaptability skills.
✨ Benefits
- Equity opportunities: The opportunity to participate in the company's growth through equity.
- Fully remote work: Flexibility to work remotely and collaborate with an internationally distributed team.
- Healthcare benefits: Private medical coverage.
- Retirement benefits: Access to a 401(k) retirement plan, subject to applicable regional eligibility and arrangements.
- Unlimited paid time off: Flexibility to manage time away from work and support a healthy work-life balance.
- Annual company retreat: Opportunities to connect with colleagues in person and strengthen team relationships.
- Inclusive workplace culture: A friendly, supportive environment that encourages collaboration, diversity, and belonging through community guilds and online company events.
- Growth and innovation: The opportunity to contribute to a rapidly growing technology business, work with cutting-edge cloud development solutions, and help shape evolving customer success practices.
Full job description
This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for an Enterprise Customer Success Manager (CSM) based in Canada.
As an Enterprise CSM, you will play a key role in strengthening customer relationships, driving product adoption, and maximizing long-term customer value within a fast-growing technology environment.
You will manage a portfolio of enterprise accounts, guiding customers from onboarding through renewal and expansion.
Working closely with engineering teams, you will help customers integrate innovative cloud development solutions into their workflows.
You will be responsible for maintaining strong retention rates, identifying growth opportunities, and ensuring customers achieve measurable business outcomes.
In collaboration with technical account managers, account executives, and product teams, you will develop strategic success plans and continuously improve the customer experience.
This fully remote opportunity is ideal for a commercially minded, technically curious professional who thrives in a dynamic, collaborative, and AI-driven environment.
Accountabilities
Requirements
Benefits
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