Enterprise Customer Success Manager
LumiQ
full-time
Posted on:
Location Type: Hybrid
Location: Toronto • Canada
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About the role
- Own and develop **trusted advisor relationships** with enterprise customers, stakeholders, and end users to deliver a best-in-class experience.
- Monitor and analyze customer health, adoption, and engagement to proactively mitigate churn and identify growth opportunities.
- Lead customer onboarding, business reviews, and strategic goal-alignment conversations to drive measurable outcomes.
- Use **data and customer insights** to guide recommendations and support renewal and expansion discussions.
- Act as the **voice of the customer** by gathering feedback and advocating across product, content, and internal teams.
- Deliver **clear, timely, and proactive communication** while maintaining a high standard of responsiveness and detail.
- Maintain accurate customer records in **Salesforce and other CRM tools** to support reporting and account planning.
- Partner with customers to help shift from a **compliance-driven approach to a culture of continuous learning**.
- Support cross-functional initiatives as needed to advance Customer Success goals.
Requirements
- You have **8+ years of experience** in a customer-facing roles such as Customer Success, Account Management, or within an accounting firm.
- You excel in **relationship-driven roles**, building trusted partnerships and driving long-term customer engagement and retention.
- You are **analytical and data-informed**, able to interpret customer data, identify trends, and use insights to guide strategy, recommendations, and growth opportunities.
- You are highly organized and can effectively manage multiple enterprise accounts, initiatives, and priorities simultaneously.
- You are detail-oriented, proactive, and comfortable using tools such as **Salesforce (or similar CRMs)** and **Excel** to track engagement, performance, and renewal-related insights.
- You are a clear and confident communicator, both written and verbal, and collaborate effectively with customers and cross-functional internal teams.
- You are adaptable and thrive in a **fast-paced, evolving environment**, continuously refining your approach to better support customers and business goals.
- You are comfortable engaging with **executive and senior stakeholders**, leading strategic conversations through active listening, thoughtful questioning, and tailored communication.
- Having a CPA is an asset
Benefits
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Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysiscustomer insightscustomer engagementcustomer retentionaccount managementstrategic goal alignmenttrend identificationperformance trackingrenewal strategy
Soft Skills
relationship buildingcommunicationorganizational skillsproactivitydetail-orientedadaptabilityactive listeningcollaborationproblem-solving
Certifications
CPA