Enterprise Customer Success Manager

Accountabilities

• Manage the annual recurring revenue target and growth strategy associated with contracts and software subscriptions across an enterprise account portfolio.

• Use customer success platforms and available workflow data to execute onboarding, adoption, expansion, and renewal activities tailored to each account.

• Analyze customer information and business data to demonstrate the value delivered through services contracts and software subscriptions.

• Communicate customer value and outcomes through regular business reviews, including Quarterly Business Reviews (QBRs), and aggregate insights at the corporate customer level.

• Identify customer needs, usage patterns, and business insights to recommend changes or additions to existing services and subscription scopes.

• Initiate expansion opportunities in partnership with Sales and track the effectiveness of expansion motions.

• Build trusted relationships with customer stakeholders and understand their buying behaviors, business priorities, and decision-making processes.

• Collaborate closely with Sales, Delivery, Distribution, and other internal teams to ensure an optimal customer experience.

• Advocate for customer needs and provide feedback to portfolio teams to help improve services, offerings, and customer outcomes.

• Support account retention by identifying risks, addressing customer concerns, and proactively strengthening adoption and engagement.

• Develop and execute corporate-level services recurring revenue strategies aligned with customer priorities and business objectives.

• Manage multiple priorities effectively while maintaining strong customer relationships, commercial performance, and service quality.

Requirements

• Bachelor’s degree in Business Administration, Engineering, or a related field, or equivalent relevant professional experience.

• 8+ years of experience working with customers in commercial, sales, technical, customer success, or related business environments.

• Demonstrated experience increasing annual recurring revenue and developing growth strategies for services, software, or subscription-based offerings.

• Experience managing enterprise customers and working across complex, matrixed organizations.

• Strong understanding of customer buying behaviors, purchasing processes, and enterprise decision-making.

• Experience with customer success platforms such as Gainsight and analytics tools such as Power BI is preferred.

• Experience working within manufacturing, industrial automation, technology, or another complex B2B environment is an asset.

• Strong commercial acumen, including the ability to build trust with Sales teams and contribute to complex contract and expansion discussions.

• Ability to develop, communicate, and execute recurring revenue strategies at the corporate account level.

• Strong understanding of how services are structured and delivered, with the ability to collaborate effectively with service delivery teams on behalf of customers.

• Excellent written, verbal, presentation, and stakeholder communication skills, with confidence engaging individuals at multiple organizational levels.

• Strong analytical and problem-solving abilities, with the capacity to translate customer data and insights into actionable recommendations.

• Customer-centric mindset with the ability to understand customer requirements and position them as drivers of business strategy.

• Strong collaboration and influencing skills, with the ability to motivate others and work effectively in a matrix environment.

• Self-directed, organized, adaptable, and capable of managing multiple priorities simultaneously.

• Professional fluency in English is required; bilingual English/French communication skills are expected for this global role.

Benefits

• Remote work opportunity based in Canada, with the role aligned to the Canadian organization.

• Medical and dental insurance coverage.

• Health Care Spending Account, depending on the selected plan.

• Employee Assistance Program.

• Retirement and savings programs.

• Employer savings-plan matching, including eligible Canadian savings programs.

• Employer-paid defined contribution pension plan.

• Paid time off and paid volunteer time.

• Maternity and parental leave top-up programs.

• Fitness reimbursement program.

• Flexible work schedule designed to support work-life balance.

• Opportunity to work with enterprise customers and cross-functional teams in a global technology environment.

• Career development opportunities within a large, technology-focused organization.

• A diverse, inclusive, and collaborative workplace focused on customer success and continuous improvement.