Enterprise Customer Success Manager

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

📋 Description

• Manage a portfolio of enterprise accounts, ensuring a gross revenue retention rate of 97% or higher.

• Lead intricate, multi-phase onboarding initiatives with enterprise clients.

• Coordinate timelines, deliverables, and milestones among both internal teams and client representatives.

• Conduct in-depth analysis of customers’ legal workflows and business objectives.

• Create and implement tailored enablement strategies to promote scalable adoption.

• Cultivate relationships with senior legal and executive stakeholders.

• Facilitate Quarterly Business Reviews, showcase ROI, and pinpoint opportunities for expansion.

• Maintain precise records and uphold CRM data integrity in HubSpot.

• Anticipate customer needs and potential risks, proactively addressing issues and escalating as necessary.

• Collaborate with product, engineering, and support teams to advocate on behalf of enterprise customers.

• Assist with renewals by driving usage, demonstrating value, and identifying customer champions.

• Refine playbooks, processes, and strategies to adapt to the evolving needs of enterprise customers.

• Support large global clients, including occasional meetings outside of standard working hours.

• Assist with additional responsibilities and projects as needed.

⛳️ Requirements

• A minimum of 3 years of experience in customer success, account management, or consulting, ideally within a B2B SaaS context.

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

• Experience in executing structured onboarding projects and ensuring successful implementation.

• Comfortable engaging with C-level executives and legal professionals.

• Strong project management abilities and capacity to juggle multiple tasks while meeting deadlines.

• Adaptable to change and capable of navigating ambiguity.

• Excellent analytical skills with the ability to interpret usage data to enhance adoption.

• Proficient in HubSpot or comparable CRM systems.

• Experience in legal technology or collaboration with legal teams (preferred).

• Familiarity with Mixpanel and customer success platforms such as Vitally or ChurnZero (preferred).

• Training in consultative sales methodologies like Sandler or MEDDIC (preferred).

• Previous experience in developing customer success processes (preferred).

• Must have legal authorization to work and reside in Canada at the time of application.

• Occasional meetings outside of standard working hours may be necessary.

🏝️ Benefits

• Company-sponsored group benefits for you and your family.

• $1,000 allocation for mental health support.

• Holiday closure.

• Generous time-off policies throughout the year.

• Monthly paid meal allowances.

• Annual wellness allowance.

• Parental leave top-ups.

• Competitive stock option grants.

• Flexible work environment.

• A culture of autonomy and accountability.