Rewind

Enterprise Customer Success Manager

Rewind

full-time

Posted on:

Location Type: Remote

Location: Canada

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Salary

💰 CA$90,000 - CA$120,000 per year

About the role

  • 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

  • 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
  • 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
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