Manager - Enterprise Customer Success
Customer Service, Sales & Business Development
Ottawa, ON, Canada
Posted on Monday, October 30, 2023
Noibu is Canada’s Capital city’s fastest-growing technology company. We help brands recover millions of dollars in lost sales every day by helping them detect, manage and resolve critical errors on their online store. You may have heard of some of our customers like Levi’s, Champion, Air Transat, Guess, and Jelly Belly.
The tenet of our culture has been ‘People First’ from Day 1. Our Employee Satisfaction Survey scores have consistently been the highest in our city year over year and we're always striving on being better!
We're looking for a creative and exceptional Manager to lead our Enterprise Customer Success Team. In this role, you will be responsible for leading a team of 5 Customer Success Managers, focused on providing value to our Enterprise accounts. You will help promote and craft customer-success strategies, build strong relationships with customers and collaborate with cross-functional leaders internally to deliver valuable customer experiences. The ideal candidate is passionate about identifying problems, finding solutions, and improving relationships.
What you'll be doing:
- Leading and Inspiring: Motivate and guide a team of Enterprise Customer Success Managers to deliver exceptional service and support to our enterprise clients.
- Driving Customer Success Strategies: Develop and implement customer success strategies that enhance customer satisfaction, retention, and expansion opportunities. Collaborate with cross-functional teams to align efforts with overall company objectives.
- Performance Management: Monitor key performance indicators (KPIs) to assess the team's effectiveness and identify areas for improvement. Implement performance improvement plans as needed to ensure the team meets or exceeds targets.
- Customer Relationship Management: Cultivate strong relationships with enterprise customers to understand their unique needs and challenges. Proactively address issues and ensure customer expectations are met or exceeded.
- Product and GTM Influence: Work closely with Product and Go-To-Market (GTM) teams to provide customer insights and feedback. Influence product development and marketing strategies based on customer feedback and pain points.
- Risk Mitigation: Anticipate and mitigate customer-related risks, addressing potential escalations and resolving issues promptly to maintain customer satisfaction.
- Customer Advocacy: Act as a customer advocate within the organization, ensuring that customer feedback is heard, and customer needs are prioritized in business decisions.
Who you are:
- Experienced Leader: You have a 10+ year proven track record of successfully leading and managing a team of Customer Success Managers in a high-touch B2B SaaS enterprise-level environment.
- Goal Driven: You have consistently hit your GRR Targets quarter over quarter and have managed a $10M+ book of business.
- Customer-Centric Mindset: You are passionate about delivering exceptional customer experiences and can proactively identify opportunities to enhance customer success.
- Strategic Thinker: Your strategic mindset allows you to develop and implement customer success strategies that align with overall business goals.
- Excellent Communicator: Your strong communication and interpersonal skills enable you to build meaningful relationships with customers and internal stakeholders.
- Data-driven: You rely on data and analytics to make informed decisions and continuously improve customer success outcomes.
- Adaptable and Resilient: In a fast-paced environment, you remain flexible, adaptable, and resilient to meet evolving customer and business needs.
- Industry Knowledge: Familiarity with the enterprise technology industry and customer success best practices will enable you to excel in this role.
You'll be measured on:
- Gross Revenue Retention
- Net Revenue Retention
- Logo Churn
- Operational Efficiency
- Key Product Usage Targets
- Total Value Delivered and Distribution
Why should you consider Noibu?
🦄 We’re working to be Ottawa’s next Unicorn
Noibu is going to impact billions of shoppers. By joining our small team on the ground floor, you have the opportunity to do something amazing with us and grow more than you even realize is possible.
We're a pay for impact company that is striving to lead the market in regards to compensation. Outside of your base salary, you have access to our Employee Stock Option Plan and potential variable pay or bonus arrangements.
🕰️ Unlimited Time Off & Flexible Working Style
In addition to unlimited time off, we enforce an annual minimum of 3 weeks for all employees and have a company wide holiday shut down every year. Our flexible working style means you get to choose the hours that work best for you.
🦷 Benefits from Day 1
Imagine having to wait 3 months into your new job to go to the dentist? Never at Noibu. We hired you. We believe in you, and everyone gets access to all benefits, perks, and allowances from their first day with us 🤝
🎉 Fun & Engagement
Lots of companies preach having fun, but we seriously do walk the walk. Think things like Monthly Company-Wide & Team-Specific Socials, frequent post-work Happy Hours, and a MAJOR annual Holiday Party 🎄
...Plus much, much more.
If you have experience that’s close to what we outlined but think you might be missing a couple of things, apply anyway! 🚀 What’s the worst that could happen? Noibu looks for people with exceptional potential, and we know that this takes many forms.
At Noibu, we are committed to building and fostering an environment where our employees feel included, valued, supported, and heard. We strongly encourage applications from Indigenous people, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities. If you require any accommodations, please notify us and we will ensure you can participate fully and equally during the recruitment and selection process.
We encourage all applicants to indicate their preferred pronouns on their application (e.g. she/her/hers, he/him/his, they/them/theirs, etc).