Senior Enterprise Customer Success Manager, CSM

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

📋 Description

• Take ownership of customer retention and promote sustained product usage across a range of enterprise accounts.

• Cultivate trusted relationships with senior leaders in accessibility, design, product, UX, engineering, and research.

• Manage the customer journey from onboarding and adoption to renewal.

• Increase platform usage and assist customers in establishing consistent accessibility research practices.

• Leverage product usage data and customer insights to pinpoint churn risks and initiate action plans.

• Develop and implement shared success plans that include measurable usage goals, business outcomes, milestones, and defined ownership.

• Oversee the renewal process and ensure accountability for gross revenue retention and net revenue retention targets.

• Create renewal business cases and identify expansion opportunities in collaboration with the Sales team.

• Prepare and manage renewal proposals and order forms in conjunction with Legal, Security, Finance, and Sales.

• Maintain renewal forecasts and lead commercial discussions.

• Conduct business reviews, showcase customer impact, and secure commitments from stakeholders.

• Foster customer advocates and identify opportunities for references and case studies.

• Collaborate with Platform Support and Innovation teams to address issues and eliminate barriers to adoption.

• Work in coordination with Sales, Product, Marketing, and Finance on account planning.

• Convert customer feedback and renewal insights into valuable product and roadmap input.

• Enhance Customer Success processes, playbooks, and engagement strategies.

⛳️ Requirements

• A minimum of 4 years of experience in Customer Success, Account Management, or a similar customer-facing SaaS role.

• At least 3 years of experience managing enterprise customer relationships.

• Proven experience in supporting renewals, commercial discussions, and coordinating cross-functional deals.

• Familiarity with using or experimenting with AI for research, preparation, follow-ups, analysis, or workflow automation.

• A demonstrated ability to adapt and evolve working methods with AI tools to foster new approaches, enhance processes, and boost daily efficiency.

• Experience in a startup or scale-up environment is preferred.

• Proficiency in CRM and Customer Success platforms such as HubSpot.

• A willingness to learn about accessibility and adhere to inclusive design practices.

• Capability to work within North American time zones.

• Candidates should be based in the Greater Toronto Area.

🏝️ Benefits

• Stock options.

• Opportunities for career advancement.

• Support for professional development.

• Comprehensive health and dental coverage.

• Accessibility accommodations available during the hiring process or employment.