We are seeking an experienced, Canada-based Customer Success professional to join our growing international team. As an Enterprise Customer Success Manager (ENT CSM), you will guide customers through their post-sales journey, ensuring long-term success, value realization, and growth with our solutions.
In this role, you will own a portfolio of strategic global Enterprise accounts, building strong relationships and driving onboarding, adoption, retention, renewals, and expansion. You will collaborate closely with international Sales partners and cross-functional teams to deliver exceptional customer experiences and uncover growth opportunities.
Key Responsibilities
Manage a portfolio of approximately 50 high-value global Enterprise accounts
Own the full customer lifecycle from onboarding through engagement, renewal, and expansion
Lead complex renewal processes, negotiating commercial terms to maximize net revenue retention
Proactively drive product adoption and customer satisfaction while mitigating churn risk
Conduct strategic check-ins, kickoff calls, and executive business reviews
Forecast renewal and expansion revenue accurately for current and future quarters
Identify and support account growth opportunities in partnership with Sales
Develop and execute quarterly account plans for prioritized strategic customers
Meet and exceed KPIs related to engagement, retention, satisfaction, renewals, and expansion
Partner cross-functionally with Sales, Product, Legal, Finance, Marketing, Support, and Operations
Advocate for international customers internally, sharing feedback and resolving challenges
Drive customer advocacy initiatives such as case studies, references, and partnerships
Participate in enablement programs, special projects, and other initiatives as needed
8+ years in customer-facing roles such as Customer Success, Account Management, or Sales
Strong understanding of Customer Success best practices and lifecycle management
Experience managing a strategic portfolio of 50+ accounts
Proven success leading renewals and complex commercial negotiations
Customer-first mindset with the ability to translate business needs into product value
Experience building executive-level stakeholder relationships
Strong prioritization skills across a large but strategic book of business
Excellent critical thinking, discovery, and commercial acumen
Resilient, adaptable, and comfortable in fast-paced environments
Ability to work independently while collaborating cross-functionally
Exceptional communication and presentation skills
2+ years of SaaS experience
2+ years of experience using Salesforce or similar CRM tools
Preferred Qualifications
Experience managing international or non-North American customers
Experience working with channel partners and indirect sales models
Familiarity with MEDDPICC or similar sales qualification frameworks
Experience in a remote-first or distributed work environment
Bachelor’s degree or equivalent practical experience