Enterprise Customer Success Manager

Rewind

Enterprise Customer Success Manager at Rewind supporting and building customer success strategies for cloud data protection. Collaborating with enterprise customers to enhance their experience and retention.

Posted 4/17/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSenior💰 CA$90,000 - CA$120,000 per yearWebsite

About the role

Key responsibilities & impact

Manage relationships with a portfolio of enterprise and upper-mid market customers, serving as their primary strategic partner at Rewind
Guide customers through pre and post sale testing, implementation, adoption, and ongoing success planning to ensure they achieve value from Rewind’s platform
Conduct regular business reviews, success planning sessions, and executive check-ins with key stakeholders.
Develop and own strategies to improve customer health, long-term retention and customer satisfaction
Partner with Account Managers to identify cross-sell opportunities across Rewind’s other supported integrations (ex. expanding from Jira to GitHub coverage)
Act as the voice of the customer internally, sharing insights that help shape product priorities and improvements.
Partner closely with Sales during handoffs and expansion opportunities to ensure a seamless customer experience.
Collaborate with Product and Engineering teams to surface feedback and influence roadmap discussions.
Work with Marketing and Support teams to develop resources that help customers adopt and succeed with Rewind.
Design and implement the foundational customer success playbook, including onboarding frameworks, engagement models, and lifecycle strategies
Define what great customer success looks like at Rewind by establishing processes, success metrics, and best practices
Build repeatable approaches for enterprise onboarding, value realization, and account health monitoring
Identify tools, systems, and workflows needed to support a scalable CS organization

Requirements

What you’ll need

4+ years of experience in Customer Success, Implementation, Account Management, or a related role within a B2B SaaS environment
A builder’s mindset with the ability to create structure, processes, and playbooks from the ground up with minimal oversight
Strong agentic fluency
Experience managing a renewable book of business in a SaaS company
Proven ability to manage enterprise accounts with multiple stakeholders
Excellent relationship-building skills, with the ability to engage both operational and executive audiences
A data-informed approach to managing customer health, retention, and growth
Ability to collaborate cross-functionally with Sales, Product, Engineering, and Marketing teams
A proactive, ownership-driven mindset with strong accountability and follow-through

Benefits

Comp & perks

Flexible work hours
Employee stock options
Health benefits
3 weeks vacation
7 life leave days
2 Level Up days for professional development
1 volunteer day
Summer Fridays and office closed during the holiday break in December
Paid parental leave
$2000/year wellness/home office allowance
$5000/year professional development allowance

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

customer successimplementationaccount managementB2B SaaSonboarding frameworksengagement modelslifecycle strategiessuccess metricsdata-informed approachcross-sell opportunities

Soft Skills

relationship-buildingcollaborationproactive mindsetownership-drivenaccountabilityfollow-throughstrategic partnershipcommunicationinfluencecustomer advocacy