Customer Success Manager

About The Customer Success Team:

We’re continuing to build out a high-impact team of Customer Success Managers who serve as strategic advisors, driving customer adoption, retention and revenue expansion.

Our Customer Success team ensures that customers achieve measurable business outcomes through our solutions. We drive impact through proactive engagement, identifying growth opportunities, and ensuring seamless renewals. We are obsessed with understanding our customers' businesses and unlocking additional value over time.

We are laser focused on making customer success a growth engine for eSentire, championing a culture that prioritizes both customer satisfaction and revenue generation.

Who You Are:

• You are growth-minded and thrive on creating long-term customer partnerships that drive expansion and renewals.
• You are revenue-focused and understand how to identify and capitalize on upsell and cross-sell opportunities.
• You take an outcome-driven approach, aligning customer needs with eSentire’s solutions to maximize value.
• You are a trusted advisor, influencing C-level stakeholders and ensuring our solutions remain mission-critical.
• You are collaborative, partnering with Sales, Product, and Support to enhance customer experiences.

What You Will Be Doing:

Customer Success & Account Growth

• Serve as the primary relationship owner for a portfolio of customers, ensuring high engagement and satisfaction.
• Drive renewals and account expansion, proactively identifying opportunities for additional services.
• Provide strategic guidance, helping customers optimize security postures while aligning eSentire with their business priorities.
• Develop and execute customer success plans, outlining clear KPIs for retention and growth.
• Regularly conduct business reviews, delivering insights on value realization, ROI, and roadmap alignment.

Revenue Ownership: Renewals & Expansion

• Own and manage the renewal pipeline, ensuring timely contract renewals with minimal churn risk.
• Identify upsell and cross-sell opportunities, collaborating with Sales to drive incremental revenue.
• Partner with Sales leadership to execute growth strategies within existing accounts.
• Develop and present expansion proposals, positioning eSentire’s solutions as critical business investments.
• Negotiate renewal contracts, ensuring win-win outcomes for both eSentire and the customer.

Customer Advocacy & Value Realization

• Act as the customer’s voice internally, advocating for product enhancements and service improvements.
• Monitor customer health scores and proactively mitigate churn risks.
• Ensure customers are leveraging eSentire solutions to their full potential, providing guidance on best practices.
• Align with Product and Engineering teams to enhance the overall customer experience.

What We Require:

• 5+ years managing complex enterprise & mid-market accounts, preferably in a Security, SaaS or MSP based organization
• Self-starter with a results-driven mindset and a passion for delivering value to customers
• Ability to identify and solve complex problems
• Proven track record of driving renewals, upsells, and account expansion
• Excellent communication, negotiation, and relationship-building skills
• Ability to manage multiple accounts with a proactive and strategic approach
• Represent the voice of customers - identify and convey customer feedback and use cases to product team
• Confidence in setting and delivering upon ambitious metrics
• Understanding of SaaS business models and their overall relationship to Customer Success
• Experience at a security or technology company or relevant consultancy
  • Quick to learn new trends, programs and software.
• Ability to learn and persuasively articulate eSentire’s value proposition to client senior executive teams
• Patience and positivity. Ability to be focused during a growing and changing scale-up environment
• Willingness to travel up to 20%
• If the successful candidate lives within 50 km of our office in Waterloo, Ontario this will be a hybrid position (Monday and Friday – work from home, Tuesday, Wednesday and Thursday – work onsite). If the successful candidate lives more than 50 km from our office in Waterloo this will be a remote position.

We Offer You:

At eSentire we work in a collaborative and innovative work environment. We work with brilliant and passionate people who strive and encourage others to do their best. eSentire’s idea-rich environment welcomes creative and sometimes unconventional perspectives!

We continually create a rewarding place to work. We want you to thrive in it and contribute to it. We provide:

• Wonderful colleagues you’ll be proud to work with and learn from
• Subsidies for professional accreditation
• Annual taxable spending account specifically for your wellness, including health clubs, sports team registration fees, or fitness items (to name a few)
• Competitive referral bonus up for referrals of top talent
• One of the fastest growing companies in Canada with growing operations internationally
• Attractive compensation plans to ensure we hire, keep and reward team members
• We believe in rewarding performance and providing comprehensive benefits tailored to support your well-being. Our package includes comprehensive health benefits, retirement savings program, a flexible vacation plan, and participation in our company-wide equity program, allowing you to share in the success and growth of our organization.
• At eSentire you will have the opportunity to grow and make an impact from your work. We encourage innovation in all who become part of our team. With growing operations internationally, there is lots of lateral and upward advancement opportunities for rewarding and developing careers with eSentire. We’re strong believers in continuing education and provide the resources that you need to continue learning.

About eSentire

eSentire, Inc., is the category creator and world’s largest Managed Detection and Response (MDR) company, keeping organizations safe from constantly evolving cyber-attacks that technology alone cannot prevent. Its threat-driven, customer-focused culture makes the difference in eSentire’s ability to attract the best talent across cybersecurity, artificial intelligence, and cloud-native skill sets. Its 24x7 Security Operations Center (SOC) hunts, investigates, and responds in real-time to known and unknown threats before they become business disrupting events. Its highly skilled teams work together toward a common goal to deliver the best customer experience and security efficacy in the industry. Protecting more than $6 trillion in corporate assets, eSentire absorbs the complexity of cybersecurity, delivering enterprise-grade protection and the ability to comply with growing regulatory requirements. For more information, visit www.esentire.com and follow us on X @eSentire.