Scaled Enterprise Customer Success Manager

TL;DR

Scaled Enterprise Customer Success Manager (SaaS): Manage a portfolio of $2M across 200–400 small enterprise accounts with an accent on data-driven engagement, retention, adoption, and expansion. Focus on designing scalable success motions, proactive risk identification using customer health signals, and polished communication with executive stakeholders.

Location: Toronto

Company

World's leading AI-powered maintenance and asset management platform serving 13,000+ customers including Duracell, Shell, and Cintas.

What you will do

• Manage portfolio of $2M across 200+ enterprise accounts, partnering with Account Directors to drive retention, adoption, and expansion.
• Serve as point of contact for executive stakeholders with clear, polished communication.
• Leverage usage data and lifecycle insights to identify risks and growth opportunities.
• Design scalable success motions like automated campaigns, onboarding, webinars, and office hours.
• Deliver targeted 1:1 engagement at key lifecycle moments including onboarding and expansion.
• Analyze metrics and usage patterns to refine programs and drive outcomes.

Requirements

• 3+ years in Customer Success, Account Management, or customer-facing role, preferably enterprise.
• Comfortable engaging C-suite and VP-level executives with confidence and polish.
• Experience with data/analytics for decisions, prioritization, risk, and opportunity.
• Familiar with customer success platforms, CRM, and automation (Gainsight, Salesforce, Outreach, Gong).
• Highly organized, process-driven, analytical, and problem-solving oriented.

Nice to have

• Exposure to industrial/operational environments (manufacturing, facilities, engineering).
• Curiosity about automation and AI for scalable customer engagement.

Culture & Benefits

• Competitive salary and equity.
• Healthcare, dental, vision coverage.
• 401(k)/RRSP enrollment.
• Take-what-you-need PTO.
• Global team culture emphasizing Smart, Humble, Optimist values and meritocracy.