Senior Customer Success Manager (Enterprise)

Reporting to the Director, Customer Success, the Senior Customer Success Manager is responsible for maintaining and growing customer revenue and health by aligning customer needs, product capabilities, and use cases. You're relied upon for your entrepreneurial nature, technical aptitude, collaborative style, and ability to engage with high-profile customers in Payments, Marketplace, Online Trading, Banking, and Wealth Management. This role is expected to leverage AI and emerging technologies to improve productivity, enhance decision-making, and continuously optimize how work is performed. This is a full-time, permanent position based out of our Vancouver office on a hybrid model (3 days per week in-office). Candidates located outside a commutable distance of this office may be considered for a fully remote arrangement within Canada.

Responsibilities

Drive net revenue retention by identifying, pipelining, and closing upsell and cross-sell opportunities within a dedicated book of business of Enterprise Customers to exceed growth targets; Lead the end-to-end commercial process for contract renewals, amendments, and add-ons, securing favorable terms while maximizing account value; Build strategic relationships with the largest and most innovative companies across North America, engaging C-suite decision-makers to uncover business requirements and map them to additional products or higher-tier service levels; Manage multiple stakeholders and business units within the same organization, each with potentially different use cases, pivoting easily between C-suite and technical contacts; Analyze product performance metrics and technical optimization opportunities, and partner with Sales, Marketing, Support, Product, and executive team members to be the voice of the customer and shape the product roadmap; Leverage AI and emerging technologies to improve productivity, streamline workflows, and identify opportunities for continuous improvement while ensuring the responsible, secure, and compliant use of AI tools; Use AI to analyze product usage data and prepare quarterly business review and renewal materials, checking every output against source data before it reaches a customer, and share the workflows that work with the wider Customer Success team

Requirements

Post-secondary degree or equivalent combination of education and experience; 5+ years of experience in B2B software customer success management or a similar role within the tech industry; Proven success selling complex SaaS solutions, preferably in security and compliance across financial services, fintech, e-commerce, and technology; Experience managing multi-million-dollar customers, driving product adoption, mitigating churn, and accurately forecasting revenue; Proven ability to become a trusted advisor by focusing on customer outcomes and the business value of software; Exceptional verbal, written, and presentation skills for both external and internal audiences, including articulating technical product value; Self-motivated, detail-oriented, and driven to achieve; Strong business, operational, and technical aptitude, with the ability to quickly learn new technologies and transactional business models; Experience analyzing data sets and presenting findings to customers, and owning customer touchpoints such as quarterly business reviews; Experience with financial, compliance, or regulatory industries; Experience with CRM, ticketing, and product management tools, and Excel or BI tools; Working fluency using AI in your own account management work, with a repeatable process and a habit of verifying output before relying on it, plus experience introducing a shared workflow or template that teammates use, and sound judgment on where AI should not touch confidential customer data

Nice to have

Salesforce experience (considered an asset); Experience with financial, compliance, or regulatory industries; Experience using AI in account management work

Benefits

Comprehensive benefits for full-time, permanent employees including health, dental, and vision coverage; retirement plans with company match; paid time off; parental leave; annual education & training stipend (equivalent to $1,000 in local currency); weekly lunches, quality coffee, and regular social events; parent rooms, on-site gyms, comfortable lounges, and adaptable workstations (at many locations); wellness workshops and events; complimentary Headspace subscription; Employee Resource Groups