Noibu

Enterprise Customer Success Manager

Noibu

full-time

Posted on:

Location Type: Hybrid

Location: Ottawa • Canada

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Salary

💰 CA$90,000 - CA$140,000 per year

About the role

  • Manage enterprise accounts from onboarding through renewal and expansion
  • Drive product adoption and usage through focused training, education, and sharing best practices
  • Be a strategic advisor and partner, and be considered as an extension of the customer’s team
  • Build deep, multi-threaded relationships with customers, including Executive Sponsors, Champions, and end users
  • Deliver recurring meetings, including strategic business reviews and QBRs and demonstrate ROI
  • Proactively manage risk and account health. Identify at-risk accounts early and lead action plans to resolution and adoption.
  • Generate Customer Success Qualified Leads (CSQLs) to drive Net Revenue Retention (NRR)
  • Lead commercial conversations and multi-year renewal discussions
  • Manage escalations with urgency and professionalism
  • Serve as the primary point of contact between customers and internal teams (Sales, Product, Engineering, Support) to drive overall customer success and continuous product improvements.
  • Create and maintain account plans to map each customer from organization structure, business information, workflows, and more
  • Utilize ChurnZero to track customer success metrics, account health & engagement scores to grow the relationship, drive account engagement and target potential risk within the base
  • Contribute to playbooks, health scoring models, and CS process improvements

Requirements

  • 5-7+ years of experience in Customer Success/Account Management, managing complex, strategic relationships in a high-touch capacity
  • A consulting mindset, with critical thinking and creative problem-solving skills
  • Ability to leverage data to identify trends and uncover insights
  • Comfortable working in a fast-paced, constantly evolving tech environment and the ability to manage competing priorities
  • Excellent communication skills, you are comfortable working with and supporting stakeholders at all levels of the organization, and are comfortable delivering presentations virtually and in-person
  • Tech-savvy and excited by learning and teaching new technologies
  • You’re comfortable with difficult customer conversations. You’d run into the fire rather than run away from it!
  • Strong organizational abilities
  • Located in Ottawa. At this time, we are not considering candidates outside of Ottawa.
  • Ability to adhere to Noibu’s “how we work” standards with 3 days in the office
  • Ability to travel for customer on site visits
Benefits
  • Unlimited Time Off & Flexible Working Style
  • Benefits from Day 1
  • Company-wide holiday shutdown
  • Monthly Company-Wide & Team-Specific Socials
  • Frequent post-work Happy Hours
  • Annual Holiday Party
  • Fun & Engagement
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessAccount ManagementData AnalysisRisk ManagementAccount PlanningCustomer EngagementProblem SolvingPresentation SkillsStrategic Business ReviewsNet Revenue Retention
Soft Skills
Critical ThinkingCommunicationOrganizational AbilitiesConsulting MindsetRelationship BuildingAdaptabilityProfessionalismTeam CollaborationCustomer AdvocacyConflict Resolution