Customer Success Manager

eSentire; Ontario; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

eSentire is seeking a Customer Success Manager to join their high-impact team. This role involves driving customer adoption, retention, and revenue expansion through strategic guidance and proactive engagement. The ideal candidate will have extensive experience managing enterprise accounts, focusing on customer satisfaction and growth. This position offers a collaborative environment with opportunities for professional development and competitive benefits.

Benefits

Subsidies for professional development

Annual wellness spending account

Referral bonuses for top talent

Competitive compensation and comprehensive benefits

Opportunities for growth and advancement

Qualifications

• 5+ years managing complex enterprise & mid-market accounts in Security, SaaS, or MSP.
• Strong problem-solving skills and ability to manage multiple accounts strategically.

Responsibilities

• Manage relationships with a portfolio of customers, ensuring engagement and satisfaction.
• Drive renewals and account expansion by proactively identifying opportunities.
• Conduct regular business reviews, sharing insights on value, ROI, and future plans.

Skills

Problem-Solving

Communication

Negotiation

Job description

Join to apply for the Customer Success Manager role at eSentire

Direct message the job poster from eSentire

Talent Acquisition Specialist at eSentire, a leading cybersecurity company specializing in Managed Detection and Response (MDR)

About The Customer Success Team :

We’re building a high-impact team of Customer Success Managers who serve as strategic advisors, driving customer adoption, retention, and revenue expansion.

Our team ensures customers achieve measurable outcomes through our solutions by proactive engagement, identifying growth opportunities, and ensuring seamless renewals. We focus on understanding our customers' businesses and unlocking additional value over time.

We aim to make customer success a growth engine for eSentire, fostering a culture that values both customer satisfaction and revenue growth.

Who You Are :

• You are growth-minded, creating long-term customer partnerships that promote expansion and renewals.
• You are revenue-focused, adept at identifying and leveraging upsell and cross-sell opportunities.
• You take an outcome-driven approach, aligning customer needs with eSentire’s solutions to maximize value.
• You are a trusted advisor, influencing C-level stakeholders and maintaining mission-critical solutions.
• You are collaborative, partnering with Sales, Product, and Support teams to improve customer experiences.

What You Will Be Doing :

Customer Success & Account Growth

• Manage relationships with a portfolio of customers, ensuring engagement and satisfaction.
• Drive renewals and account expansion by proactively identifying opportunities.
• Provide strategic guidance to help customers optimize security postures aligned with their business priorities.
• Develop and implement customer success plans with clear KPIs for retention and growth.
• Conduct regular business reviews, sharing insights on value, ROI, and future plans.
• Manage the renewal pipeline to ensure timely contract renewals with minimal churn.
• Identify upsell and cross-sell opportunities, collaborating with Sales to increase revenue.
• Partner with Sales leadership to execute growth strategies within existing accounts.
• Create and present expansion proposals, positioning eSentire’s solutions as essential investments.
• Negotiate renewal contracts to achieve mutually beneficial outcomes.
• Advocate for product enhancements and service improvements based on customer feedback.
• Monitor customer health scores and mitigate churn risks proactively.
• Ensure customers maximize the use of eSentire solutions, providing best practice guidance.
• Collaborate with Product and Engineering teams to improve the overall customer experience.

What We Require :

• 5+ years managing complex enterprise & mid-market accounts, preferably in Security, SaaS, or MSP organizations.
• Self-starter with a results-driven mindset and passion for delivering customer value.
• Strong problem-solving skills.
• Proven success in driving renewals, upsells, and account growth.
• Excellent communication, negotiation, and relationship-building skills.
• Ability to manage multiple accounts strategically and proactively.
• Ability to convey customer feedback and use cases to the product team.
• Confidence in setting and achieving ambitious metrics.
• Understanding of SaaS business models and their relation to Customer Success.
• Experience in security or technology sectors or relevant consulting.
• Quick learner of new trends, programs, and software.
• Ability to persuasively articulate eSentire’s value to senior client executives.
• Patience and positivity, especially in a growing, evolving environment.
• Willingness to travel up to 20%.
• If based within 50 km of Waterloo, Ontario, position is hybrid; otherwise, remote.

We Offer You :

We work in a collaborative, innovative environment with passionate colleagues. We foster a culture of creativity and value diverse perspectives.

Our benefits include:

• Supportive colleagues and learning opportunities.
• Subsidies for professional development.
• Annual wellness spending account.
• Referral bonuses for top talent.
• Growing company with international operations.
• Competitive compensation and comprehensive benefits, including health, retirement, flexible vacation, and equity participation.
• Opportunities for growth and advancement, supported by ongoing education resources.

About eSentire

Our Culture and Values

We promote diversity, mutual respect, and inclusivity, believing varied perspectives strengthen us. We encourage applicants enthusiastic about this role, even if they don’t meet every qualification.

Accommodation

If you need accessibility accommodations, contact our HR at [emailprotected]. We value your talents and aim to build an inclusive future.

Our mission is to protect customers 24/7/365. During recruitment, communications will come from @esentire.com addresses. We strive for a respectful, thorough interview process, offering face-to-face or virtual interactions.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Sales, Business Development, Customer Service, IT Services, and Consulting