Mid-Market Customer Success Manager
Noibu
Sales & Business Development, Customer Service
Ottawa, ON, Canada
Posted on Feb 5, 2026
About the team & Role
Noibu is looking for an Ottawa-based Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for transforming Noibu’s customers into product champions. From onboarding to adoption, and from retention to expansion, you’re the primary face of Noibu in the eyes of the customer and will play a huge role in their success.
What You'll Do:
- Deliver value and customer success through all stages of the customer lifecycle, from onboarding through renewal & expansion.
- Proactively engage customers to support and drive adoption and usage of our platform.
- Perform monthly/quarterly meetings with customers.
- Proactively identify both renewal risk and expansion indicators within your customer base
- Be a thought leader for your customers, proactively raising solutions and concerns before they become an escalation.
- Influence internal and external cross-functional stakeholders, including executives, to achieve win-win solutions for Noibu and your customers.
- Responsible for a renewal quota and conducting business reviews, monitoring customer health, managing escalations, and achieving KPIs.
- Problem-solve issues for your portfolio, whether that requires bringing in a technical expert or developing a workaround to find win-win solutions.
- Partner with internal teams (sales, product, engineering) to manage the overall success of the merchant.
What You Bring:
- Prior experience in customer success, managing complex, strategic relationships in a high-touch capacity.
- A consulting mindset, with critical thinking and creative problem-solving skills, as well as the ability to apply theoretical concepts and best practices to solve customer experience, process and methodology problems.
- Ownership mentality: ability to manage projects end-to-end with little oversight.
- Excellent communication skills, you are comfortable working with and supporting stakeholders at all levels of the organization.
- Strong organizational abilities. You can balance multiple priorities without oversight.
- High emotional intelligence - you enjoy building relationships, value collaboration, and have a good sense of others' motivations.
- Experience in e-commerce or a high-growth startup is a plus!
Who You Are:
- Located in Ottawa. At this time, we are not considering candidates outside of Ottawa.
- You have 4+ years of relevant industry experience at a high-growth startup or scrappy team at a larger company.
- You’re excited about providing “full-lifecycle” support to our customers. Our CS team owns the full customer journey, including onboarding, adoption, retention, and expansion, with full support from other departments, of course.
- You get tech! You have a genuine interest in learning the in’s-and-out’s of a complex solution & have a desire to be able to speak technically to customers.
- You’re comfortable with difficult customer conversations. You’d run into the fire rather than run away from it!
- Familiarity & experience using Salesforce, Tableau, and Gong is preferred.
- Familiarity & experience using customer health platforms like ChurnZero is a huge plus!
What You'll Get:
- Hands-on mentorship and growth opportunities.
- Your personal growth is really important to us, and you’ll be joining a team that is very motivated to help you succeed!
- A ton of experience working with complex accounts using technical solutions in an extremely fast-paced industry.
