Enterprise Customer Success Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee relationships with a portfolio of enterprise and upper-mid market clients, acting as their primary strategic partner at Rewind.

• Assist customers throughout the pre and post-sale phases, including testing, implementation, adoption, and ongoing success planning, to ensure they derive value from Rewind's platform.

• Conduct regular business reviews, success planning sessions, and executive check-ins with key stakeholders.

• Develop and implement strategies aimed at enhancing customer health, long-term retention, and overall satisfaction.

• Collaborate with Account Managers to uncover cross-sell opportunities across other supported integrations at Rewind (e.g., expanding from Jira to GitHub coverage).

• Serve as the internal voice of the customer, providing insights that contribute to shaping product priorities and enhancements.

• Work closely with Sales during handoffs and expansion opportunities to guarantee a seamless customer experience.

• Partner with Product and Engineering teams to gather feedback and influence roadmap discussions.

• Team up with Marketing and Support teams to create resources that assist customers in adopting and succeeding with Rewind.

• Design and execute a foundational customer success playbook, which includes onboarding frameworks, engagement models, and lifecycle strategies.

• Establish what exceptional customer success looks like at Rewind by defining processes, success metrics, and best practices.

• Create repeatable methods for enterprise onboarding, value realization, and account health monitoring.

• Identify the tools, systems, and workflows necessary to support a scalable Customer Success organization.

⛳️ Requirements

• A minimum of 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 capability to establish structure, processes, and playbooks from the ground up with minimal supervision.

• Strong agentic fluency.

• Experience in managing a renewable book of business in a SaaS company.

• Proven track record of managing enterprise accounts with multiple stakeholders.

• Exceptional relationship-building skills, capable of engaging both operational and executive audiences.

• A data-informed approach to overseeing customer health, retention, and growth.

• Ability to collaborate effectively across functions with Sales, Product, Engineering, and Marketing teams.

• A proactive, ownership-driven mindset with a strong sense of 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 the office is closed during the holiday break in December.

• Paid parental leave.

• $2000/year wellness/home office allowance.

• $5000/year professional development allowance.