Enterprise Customer Success Manager

Location:

Toronto, Hybrid (4 days in office, Friday remote until 1 p.m.—half day)

A fast-growing global SaaS company in the Enterprise Service Management and AI-driven technology industry is seeking a Customer Success Manager to join its dynamic team.

Recognized by leading industry analysts and trusted by thousands of organizations worldwide, this company delivers solutions that empower IT and business teams to streamline operations, improve service delivery, and embrace automation.

This role will partner with some of the company’s largest global clients to drive retention, expansion, and long-term success by becoming a trusted advisor and strategic partner.

About the Role
In this role, you’ll own a portfolio of enterprise customers, helping them maximize product value and achieve their business goals. You’ll be accountable for renewals, expansions, and overall customer satisfaction—ensuring that every client realizes measurable outcomes from the platform.

What You’ll Do

Serve as the strategic partner and primary point of contact for enterprise customers

Manage the renewal process, ensuring smooth contract cycles and zero service disruption

Conduct regular business reviews to drive adoption, engagement, and ROI

Identify growth opportunities within existing accounts through proactive relationship building

Perform account health analysis and implement risk mitigation strategies

Lead Quarterly and Executive Business Reviews (Q /E ) with senior stakeholders

Collaborate cross-functionally with Product, Support, and Engineering teams to ensure customer success and represent customer needs internally

Track customer feedback, feature requests, and success metrics to improve satisfaction and drive continuous improvement

Who You Are

Deeply customer-centric with a passion for problem-solving and relationship building

Energetic, personable, and proactive with a strong sense of ownership

Skilled at managing competing priorities in a fast-paced environment

Excellent communicator capable of influencing at all organizational levels

Analytical and data-driven, with the ability to identify trends and anticipate customer needs

What You Bring

5+ years of experience in Customer Success, Account Management, or Enterprise SaaS Sales

Proven track record managing enterprise accounts in a subscription-based (SaaS) environment

Experience handling a multi-million-dollar book of business while meeting or exceeding retention and expansion goals

Strong business acumen and exceptional presentation and discovery skills

Success Metrics

Retention and renewal rate

Expansion and upsell achievements

Improvement of customer satisfaction and Net Promoter Score (NPS)

Achievement of multi-year renewal agreements

Why Join Us
Join a company that’s shaping the next generation of AI-powered service management — where customer success drives innovation. You’ll be part of a collaborative and forward-thinking culture that values initiative, creativity, and measurable impact on customers worldwide.

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