What You'll Do:

• Manage enterprise accounts from onboarding through renewal and expansion
• Drive product adoption and usage through focused training, education, and sharing best practices
• Be a strategic advisor and partner, and be considered as an extension of the customer’s team
• Build deep, multi-threaded relationships with customers, including Executive Sponsors, Champions, and end users
• Deliver recurring meetings, including strategic business reviews and QBRs and demonstrate ROI
• Proactively manage risk and account health. Identify at-risk accounts early and lead action plans to resolution and adoption.
• Generate Customer Success Qualified Leads (CSQLs) to drive Net Revenue Retention (NRR)
• Lead commercial conversations and multi-year renewal discussions
• Manage escalations with urgency and professionalism
• Serve as the primary point of contact between customers and internal teams (Sales, Product, Engineering, Support) to drive overall customer success and continuous product improvements.
• Create and maintain account plans to map each customer from organization structure, business information, workflows, and more
• Utilize ChurnZero to track customer success metrics, account health & engagement scores to grow the relationship, drive account engagement and target potential risk within the base
• Contribute to playbooks, health scoring models, and CS process improvements

Who You Are:

• 5-7+ years of experience in Customer Success/Account Management, managing complex, strategic relationships in a high-touch capacity
• A consulting mindset, with critical thinking and creative problem-solving skills
• Ability to leverage data to identify trends and uncover insights
• Comfortable working in a fast-paced, constantly evolving tech environment and the ability to manage competing priorities
• Excellent communication skills, you are comfortable working with and supporting stakeholders at all levels of the organization, and are comfortable delivering presentations virtually and in-person
• Tech-savvy and excited by learning and teaching new technologies
• You’re comfortable with difficult customer conversations. You’d run into the fire rather than run away from it!
• Strong organizational abilities

Bonus If You Have:

• Experience in ecommerce or Digital Experience Analytics
• Experience with Salesforce, ChurnZero, Tableau, Mixpanel, Gong and Notion
• Experience in a start-up SaaS/Tech environment

Requirements:

• Located in Ottawa. At this time, we are not considering candidates outside of Ottawa.
• Ability to adhere to Noibu’s “how we work” standards with 3 days in the office
• Ability to travel for customer on site visits

100000 - 120000 CAD a year