Customer Success Manager

Privacera; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

A leading data governance company is seeking an Enterprise Customer Success Manager in Toronto, Ontario. In this role, you will own customer success across onboarding, adoption, and relationship management. Ideal candidates will have over 10 years of experience in customer success or technical account management and strong communication skills. This position offers a full-time role with competitive salary potential.

Qualifications

• 10+ years in CSM, Consulting, Architecture, or Technical Account Management.
• Experience with data governance platforms preferred.
• Strong communication and program management skills across all customer levels.

Responsibilities

• Own the overall health, adoption, and growth of enterprise customer portfolio.
• Lead onboarding with Customer Success Plans (CSPs) and milestone tracking.
• Proactively manage renewals and identify churn signals.

Skills

Customer success management

Communication

Program management

Relationship management

Technical account management

Tools

Totango

Gainsight

Catalyst

Job description

Direct message the job poster from Privacera

AI & Data | GTM | Customer Success | All Views My Own

Role Summary

Privacera is seeking Enterprise CSMs to own customer success across onboarding, adoption, retention, and expansion. You’ll act as a trusted advisor, aligning our platform with customer goals, ensuring ROI, and turning successful customers into loyal advocates. This role blends relationship management, technical awareness, and strategic planning across your account portfolio.

Key Responsibilities

Customer Ownership & Relationships

• Own the overall health, adoption, and growth of a portfolio of enterprise customers.
• Act as the primary post-sales point of contact and strategic advisor.
• Build strong cross-functional relationships with customer stakeholders and internal teams.

Onboarding & Time-to-Value

Lead onboarding with Customer Success Plans (CSPs) and milestone tracking.

Coordinate with internal teams to ensure readiness across SSO, infra, and integrations.

Accelerate go-live and early adoption using templates, PoVs, and enablement sessions.

Adoption & Value

Monitor product usage and license trends; flag risks and improvement areas.

Lead QBRs and MBRs that map usage to business outcomes and KPIs.

Introduce new features and best practices to drive deeper adoption and impact.

Proactively manage renewals, starting 120+ days ahead.

Identify churn signals and escalate as needed to support, product, or engineering.

Ensure SLAs around TTR, upgrades, and platform performance are met.

Engagement & Communication

Maintain regular cadence with sponsors and key users via QBRs, EBRs, and syncs.

Keep CSPs updated with evolving goals, actions, and business alignment.

Lead NPS / CSAT survey campaigns and customer workshops or webinars.

Advocacy & Expansion

Identify champions and encourage participation in case studies, G2, and events.

Support sales with expansion planning tied to customer maturity and usage.

Translate success into advocacy and help grow Privacera’s community footprint.

What You Bring

10+ years in CSM, Consulting, Architecture, or Technical Account Management.

Experience with data governance platforms (Privacera, Apache Ranger, etc.) preferred.

Strong communication and program management skills across all customer levels.

Proficient with CS tools like Totango, Gainsight, or Catalyst.

Proven ability to manage executive relationships and complex escalations.

Ability to travel as needed and work across global teams.

What You’ll Gain

Strategic ownership of high-value enterprise customers.

Influence over Privacera’s customer experience playbooks and engagement models.

Close collaboration with Product, Engineering, and Sales.

Opportunity to shape the future of secure data governance at scale.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Customer Service, Sales, and Business Development

Industries

Software Development

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