Customer Success Manager (Enterprise)

Intuitive AI; Vancouver; On-site; CAD 85,000 - 110,000; Full time

Job summary

A tech company specializing in AI is seeking a Customer Success Manager (Enterprise) in Vancouver to manage long-term relationships with enterprise clients. The ideal candidate will have over 5 years of experience in Customer Success or Account Management and strong stakeholder management skills. Responsibilities include managing a portfolio of customers, leading quarterly business reviews, and gathering customer feedback to improve service offerings. This role requires strategic thinking and effective communication to ensure customer satisfaction and expansion.

Qualifications

• 5+ years experience in Customer Success or Account Management.
• Experience managing enterprise B2B customers.
• Strong stakeholder management and communication skills.

Responsibilities

• Manage a portfolio of enterprise customers.
• Own and lead quarterly business reviews.
• Gather and structure customer feedback.
• Develop customer success playbooks and frameworks.

Skills

Strategic thinking

Stakeholder management

Strong communication

Accountability

Job description

We’re hiring a Customer Success Manager (Enterprise) to own long-term relationships, retention, and expansion across our enterprise customer base.

This is a strategic, high-ownership role focused on driving measurable outcomes for large, complex organizations using Intuitive AI’s technology across multiple sites and stakeholders.

You will work directly with senior stakeholders across sustainability, operations, and leadership teams to ensure customers see clear ROI and continue to expand their partnership with Intuitive AI.

What You’ll Do

Own Enterprise Customer Relationships

• Manage a portfolio of enterprise customers
• Build strong, multi-threaded relationships across senior stakeholders
• Maintain consistent engagement and relationship momentum
• Identify and mitigate churn risk early
• Identify opportunities to expand across locations, sites, and deployments
• Partner with customers to scale adoption across their organization
• Support expansion and upsell conversations

Lead QBRs & Executive-Level Conversations

• Own and lead quarterly business reviews (QBRs)
• Communicate performance, impact, and ROI clearly
• Enable customers to internally advocate for continued investment

Act as the Voice of the Customer

• Gather and structure customer feedback
• Share insights with Product and Engineering
• Identify trends and opportunities to improve the product and experience

Build & Scale Customer Success

• Develop customer success playbooks and frameworks
• Build and maintain customer health scoring and renewal strategies
• Maintain clean CRM data and account plans
• Contribute to scaling the CS function

Who You Are

• Strategic thinker with strong execution skills
• Confident working with senior stakeholders and enterprise clients
• Ownership-driven and accountable for customer outcomes
• Strong communicator who can translate value and ROI
• Thrives in fast-paced, evolving environments

Requirements

• 5+ years experience in Customer Success or Account Management
• Experience managing enterprise B2B customers
• Strong stakeholder management and communication skills
• Experience leading QBRs and value-based conversations
• Proven ability to manage complex accounts
• Comfortable working with physical deployments and operational environments