Enterprise CSM

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 - **Manage enterprise customer relationships:** Own a portfolio of approximately 20–30 accounts, building trusted relationships with stakeholders ranging from individual engineers to engineering managers and directors. - **Drive customer retention:** Maintain a gross revenue retention (GRR) rate above 90%, proactively identify at-risk accounts, and ensure renewals are accurately forecasted and managed well ahead of deadlines. - **Lead onboarding and adoption:** Guide new customers through onboarding and accelerate time to value, ensuring they successfully integrate the platform into their development workflows. - **Increase product engagement:** Help customers progress from basic usage to advanced capabilities, including continuous integration (CI) integrations and Cloud Pods, to deepen adoption and maximize product value. - **Manage renewals and commercial negotiations:** Lead the renewal process from end to end, including procurement, pricing discussions, commercial terms, and negotiations. - **Identify expansion opportunities:** Uncover opportunities to grow existing accounts by engaging new teams, supporting additional use cases, and encouraging adoption of new product capabilities and integrations, including Azure and Snowflake. - **Collaborate cross-functionally:** Partner with technical account managers, account executives, and product teams to align customer goals, resolve challenges, and deliver successful outcomes. - **Optimize customer success processes:** Maintain clear account success plans, track relevant performance indicators, contribute to internal playbooks, and help improve customer success strategies and workflows. ## Requirements - **Professional experience:** At least 5 years of experience in Customer Success or account management within a SaaS environment, including at least 2 years managing enterprise customers. Experience with developer tools, DevOps, or cloud-focused SaaS products is highly desirable. - **Portfolio management:** Proven ability to manage a portfolio of approximately 20–30 accounts while building effective relationships with technical and business stakeholders at different organizational levels. - **Retention and growth:** Demonstrated success in improving customer retention, driving product adoption, managing renewals, and identifying account expansion opportunities. - **Commercial expertise:** Experience independently managing the full renewal lifecycle, including procurement processes, pricing discussions, contract terms, and negotiations. - **Technical understanding:** Strong technical curiosity and the ability to communicate credibly with engineering teams. Familiarity with cloud infrastructure, CI/CD workflows, and developer tooling is important; coding experience is not required. - **CRM and AI proficiency:** Familiarity with HubSpot or similar CRM platforms, along with practical experience using AI tools such as Claude to improve productivity and streamline day-to-day work while maintaining high-quality output. You should also be comfortable experimenting with emerging AI and Customer Success tools. - **Startup experience:** Experience working in a high-growth startup or scale-up environment is a plus. - **Communication and collaboration:** Excellent relationship-building, problem-solving, organizational, and communication skills, combined with the ability to work effectively across distributed teams. - **Ownership and adaptability:** A proactive, empathetic, and results-oriented mindset, with a strong sense of accountability, openness to feedback, willingness to innovate, and commitment to delivering exceptional customer outcomes. ## Benefits - **Competitive compensation:** Annual on-target earnings (OTE) ranging from **CA$104,000 to CA$168,000**, including the applicable base salary and variable compensation structure. - **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.